Complaints
This profile includes complaints for Tops Markets LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/28/2025
Type: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 ordered from TOPS Markets using the ********* app. There was a sale on soda. While placing the order I could see the ad. However the ad disappeared while my shopper was collecting items. Online i could confirm the sale at the location. However I was charged full price. Immediately after the items were delivered the sale was again visible on the app. However when I contacted customer service for ********* they informed me that they had no control nor could credit me what I was overcharged and that I had to address it with the store. I am no longer able to see my receipt from ********* via the app and the customer service agent will not provide for me. I provided them with proof and screenshots and they still will not assist me.
Business Response
Date: 03/05/2025
Thank you for reaching out. This customer has been refunded for the Soda sale that was offered.Initial Complaint
Date:12/19/2024
Type: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.
I made a purchase at Tops through ********* on December 01 due to them advertising **** **** on sale for under $2. I added 3 of the **** **** but ********* wouldn't let me cash out under $10 so I added milk, bananas, and soy sauce. About an hour later, tops cancelled the **** **** in my cart. I only placed the order to get the **** **** so I didn't pick up the order, assuming Tops would cancel it and refund my money. I haven't received a refund yet and it's been 2 weeks so I logged into ********* to see what happened and I noticed someone from Tops marked my order picked up December 02 at 4:45am. I contacted ********* and explained the situation and also notified ********* Tops isn't even open at 4:45am. ********* refused to help me and said I only had a few days from Tops marking the order as picked up to file a report. I didn't expect someone from Tops to defraud me and lie and mark the order picked up. Today was the first time I logged back into ********* to see what happened. I called Tops and spoke with the store manager, Lou. He refused to help me and wouldn't provide me the number to the district office. I ******* Tops Corp in Buffalo NY and was transferred to the consumer affairs line where I spoke with an unidentified male. I explained to him the situation and he told me to go to *********. ********* already told me they could not refund my money and that this was not an ********* problem, but an employee problem as their employee committed theft by marking an order picked up and either keeping the goods themself or returning them for a refund. One of Tops overnight employees marked my order picked up knowing it wasn't picked up and now Tops will not refund me for the items their employee stole. This is theft. Tops has my money and I do not have any goods or services that I received for the money Tops took. I want a refund.Business Response
Date: 01/06/2025
This customer has been refunded by Insta cart for the tidepods.Customer Answer
Date: 01/06/2025
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:09/17/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date:08/18/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date:08/04/2024
Type: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.
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
Date: 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
Date: 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 Answer
Date: 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
Date:07/07/2024
Type: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 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
Date: 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 Answer
Date: 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
Date:06/12/2024
Type: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 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
Date: 06/12/2024
Thank you for bringing this to our attention. We will address immediatelyInitial Complaint
Date:04/23/2024
Type: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.
I used the wrong card while checking out and they couldn’t refund it and use the correct cardBusiness Response
Date: 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 Answer
Date: 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
Date:03/14/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date:02/20/2024
Type: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.
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