Complaints

This profile includes complaints for Tops Markets LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tops Markets LLC

  PO Box 1027 Buffalo, NY 14240

  
• 

  Tops Markets LLC

  1520 W 26th St Erie, PA 16508-1302

• 

  Tops Markets LLC

  525 N Fraley St Kane, PA 16735-1162

  
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  Tops Markets LLC

  712 W 38th St Erie, PA 16508-2627

  
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  Tops Markets LLC

  74 Market St Warren, PA 16365-2508

  

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.

• Initial Complaint

  Date:02/20/2024

  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 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

  Date: 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

  Date:01/07/2024

  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 12/28 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

  Date: 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

  Date:04/26/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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.  

• Initial Complaint

  Date:04/18/2023

  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.

  Went to Tops Warsaw and called the number they told me to. Nothing wrong with the card only the stupid people that work there. This is the 3rd time I have argued over gas points that do not show. Two so-called assistant mangers check also only to be told everything looked ok. I was not born yesterday and I know when you purchase 6 items you are suppose to get the points. Well I did not. Know why people go to ******* and ******* to buy. I will never go to this store again!

  

  Business Response

  Date: 05/02/2023

  ****,    I apologize that you have had a hard time with Gas points.  There are many reasons this could be happening.   I can not help you without more information.  Please contact Lisa M*****  at ************.  She will be able to assist you.  

• Initial Complaint

  Date:03/14/2023

  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 buy bought a lot of money orders in another state. I have relocated to my home state New York State and have been going to Tops Friendly Markets since November of 2022, so I am a regular customer. I have bought money orders from them during this time, but a couple of weeks ago or less I bought 11 money orders and they were very suspicious and reluctant to selling them to me. I knew something was wrong and the representative got on the telephone about it and then the manager on duty came over. Another employee was there also. I asked what was going on and they didn't come right out and tell me upfront. I knew and felt {through my experiences of accused situations} that they were suspicious of me for buying so many. I asked the representative and she told me there was a scam going on {that had been going on for some time according to the director I contacted; it wasn't a new thing}. I asked her if it was a new scam {because I never heard of such a thing before} and she said yes. The manager that came over also told me they were protecting me and I asked her for what. Then, the representative told me someone is buying m.o.'s to send to young women they find on the internet, send them to them so they can come over here from other countries. According to the director the scam is someone calling older people to get them to buy money orders to pay for a late bill and gift cards are part of it where people call for the number saying they owe something or the service will be turned off. The representative, who is an older woman and has been working there for many years, should have known all of this, but wouldn't tell me at first, but told me finally about the internet and women and so on. Also, the director said they have been trained by Homeland Security about this scam. I would like to know why the woman told me the scam was a certain way involving young women when it was not. I did complain to the store manager also, but I want to complain to you.

  

  Business Response

  Date: 03/21/2023

  I have personally spoken to ****.  The attendant intent was to watch for the gentleman, not make him uncomfortable.  

  Customer Answer

  Date: 03/21/2023

  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. 
  I would like to know why the employee had told me something so "off the wall" as to what the scam was and why she told me it was a "new" scam.  She had told me toward the end of our interaction that the scam was "new" {which according to the store manager and director it is not "new"} and that it involved someone buying a lot of money orders at one time and sending them to young girls or women they find on the internet who live in other countries to get them to come over here {again, which according to the director and store manager is not the scam, but it involves preying on the elderly with gift cards or causing them to buy money orders to pay a late bill}. When she said that she confirmed to me that the suspicions I felt they had toward me were real and happening though they told me they were trying to protect me.  The manager on shift at the time told me they were protecting me, but until the very end, they never explained {or just came right out and told me} to me how the scam worked. Regards, 
  **** *******   

  

  Business Response

  Date: 03/23/2023

  As I have mentioned to Mr. ******* a few times.  The team has been retrained.  I apologize again that he felt as though he was being treated as a thief.  The store was trying to protect him.  As they see many people come in and get scammed.  

• Initial Complaint

  Date:02/05/2023

  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.

  Bought this dog food for my dog who’s pregnant opened to see thick layer of mold in can- not transporting mold back to a store! Mold is dangerous to inhale and handle as I have kids and puppy in home- went right to trash sealed in bags with gloves on- this was the last cab out of six purchased from tops north Syracuse on ********* road I’n NYS. Now I’m afraid of the first 5 cans my dog who’s pregnant ingested that it had mold and I may have not seen it and I’m now freaking out as she’s been vomiting the last few days. Vet bill now occurred. This has been the 5th issue I have had with tops not soley the same problem I have bought milk for my young children (in the past) from this location and to get it home to find it’s curdle visible in better lighting right through the carton! I returned it and they put it right back on the shelf!!!!
  They have minor working late hours standing around talking with self check out open and this is not acceptable I pay to many taxes in my payroll to have vet bills come about and have to check out my own groceries with a broken spine injury years ago! And they get paid minimum wage to stand around??? Half the staff are rude and ignore you while socializing with their staff on shift about unnecessary outside of work life this is so very unprofessional and just unacceptable I will never shop at tops ever again! Wegmans maybe busy but they have good quality and great staff and I’ll rather deal with my social anxiety in high population area then causing harm of health issues to my family and animals and not deal with feeling a bother to someone who’s there in “customer service” to assist I’ve been in customer service field for well over 25 years of my working history and this by far is the biggest disappointment and this company should surely be ashamed of themselves!!

  

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to us.  We apologize for the dog food not being good.   I can not see the manufacture of the product.  I can only see the expiration date of 12-19-24.  The store will gladly refund you your money.   However it is the manufacture that we need to get involved.  Please contact Dave the store manager he will fill- out a product complaint form and notify the dog food company.  As for your other concerns I will share those with Dave as well, he will personally handle.  Thank you for taking the time to let us know of our opportunities. Have a great day.  

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  This letter serves a formal complaint against Tops Friendly Markets located at **** ******* ***** ****, Amherst NY 14228. On February 1, 2023, at approximately 3pm. I went into the market to do some grocery shopping. I went over to the deli counter, there was a young male behind the counter. I was looking to see if they had Buffalo Chicken and I didn't see it. I kindly asked the gentleman behind the counter, if they had any because maybe I over looked it. He look up at me and said, " What are you talking about and if you do not see it there, then don't ask me". I was taken off guard with him so rude, so I just walked away. He was very nasty and rude for no reason. I have never experienced any rudeness when simply ask an tops employee a question. There known to be the Friendly Market place. He wasn't friendly at all, just rude and nasty.

  

  Business Response

  Date: 02/10/2023

  I apologize for your experience.  I appreciate you reaching out. You will be contacted by the store manager.  

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau: 
  
  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

  Date:01/03/2023

  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.

  My wife and 6 year old son shopped at Tops Market (Store 535 in Carmel, NY) on New Years Eve and had a horrific experience with their asset retention rep.
  
  This persons interrogation of my wife and 6 year old son over an honest mistake was completely unacceptable and even the employee that was asked to sit in the room while it happened agreed, as I called the store the moment my wife came home hysterically crying. This employee was "glad that I called" after witnessing the incident because she "felt terrible" of what the asset retention person was putting my family through, as it was not as per store policy.
  
  His line of questioning, over 2 Simply Lemonades (~$6) being under the bottom of the cart, after paying ~$100 for other groceries is inexcusable. It was very easy for a rational, professional person to see and ascertain that this was a mistake and that holding a women, with no previous record and/or issues of any kind, with her 6 year old son, for over 30 minutes in a small confined room is an abuse of power.
  
  Him also questioning a 6 year old in order to try to prove my wife was lying, which she wasn't, about buying spray paint from another store (by asking what color she bought), is disgusting and uncalled for, as well as completely irrelevant.
  
  This person should never put another family through a traumatic experience as he did with my family for, what I can only assume, is to fulfill his severe abuse of power.
  
  My expectation is someone at a higher executive level at Tops Market will be reaching out to me to discuss the situation in more detail, as I've also logged a formal complaint via their website and am waiting to hear back.

  

  Business Response

  Date: 01/26/2023

  We appoligized and  rescinded the No trespass and paid for his Groceries.