Tops Friendly Markets — Local services in Buffalo

I'll Start Off By Saying That I'm Here Almost EVERY DAY The Year. I'm A Fresh Meat Girly. I Don't Like Defrosting Meat! Watching The Rebrand Happen Was Amazing! However, Ever Since The Rebranding Of The Store, Their Systems Aren't Printing The Food Bucks For EBT On Some Transactions. Mainly With Self Checkout. Yesterday May 24TH. I Spent $20 In The Food Bucks At Self Checkout, Used EBT To Cash Out And No New Coupons Were Printed. I Was Then Directed To Customer Service Where I Was Told "We Don't Have That Printer Up Here, There's Nothing We Can Do?" So I Left Disappointed. Today May 25TH, I Go Back To Purchase A Few Fruits And Veggies, This Time Using A Cashier To Cash Out. Same Thing Happens, No New Coupons. Again, The Wonderful Ladies In Charge Directed Me To Customer Service Where Angel And Matthew Were Working. At This Point I Asked To Refund My Order So I Can Get My Coupons Back And Try Tomorrow Because As A Single Mom These Food Buck Coupons HELP! Matthew Tells Angel To Refund Me And Give Me Cash Because According To Matthew, "Once A Coupon Is Scanned, It's Corporates." I Tried Nicely To Explain To Matthew That In Order To Get Food Bucks, You Have To Use EBT To Cash Out. He Argued With Me Saying "I'm Stupid And Miss Informed." On The Food Bucks, It Clearly States NO CASH BACK, So Why Was He Forcing $21 On Me In Cash When I Used EBT. Matthew Pulled Out His Wallet And Said "These Are Poor People Problems While Waving His Open Wallet In My Face, Behind The Glass. All This In Front Of My Teenager. Eventually Matthew Handed Me My Coupons And My Money From My Dish Soap, I Went And Got Back In Line And Cashed Out My Fruits And Veggies On My EBT And Used My Coupons, They Worked And New Ones Printed!! I Thanked The Ladies Up Front For Their Help, Said Hi To A Few Workers We See Everyday And Went To Leave. As We Left, Matthew Stared Down My Daughter And I Giving Us Dirty Looks!! It's Absolutely Sickening How Matthew Judged Someone On EBT. Being Belittled By Him Was Absolutely Disgusting!! Especially Because We're There Everyday! We Love Your Tops!! Nobody Loves Being Verbally Assaulted By Someone Who's Supposed To Remain Professional...

I'm not sure what happened to this store, but it has improved so much in the last year, service-wise. The formerly openly complaining staff are now helpful and pleasant. Workers say hi when they pass you in the aisle. Store is clean, and they are well stocked; I have not experienced the out of stock situation on advertised specials another reviewer mentioned. Recent store updating is attractive; thanks for investing in our neighborhood. I have nothing but the highest praise for Nate the pharmacist....he has really gone the extra mile to minimize our out of pocket costs. Well beyond the call of duty. Downside? Their price structure of marking up to put items on sale is frustrating. Produce is often double the price of nearby Price Rite store. You have to search ads, play games, check the internet and save gas points to get value...pity the poor shopper who just blindly go in and buy something. Another problem is their checkout registers....there are often issues resulting in overcharging, especially with Internet coupons, and other involved "deals". Seems the computers can't handle complicated transaction. They always cheerfully refund the overcharge, but it happens repeatedly. We'd rather throw our deposit bottles and recyclable bags in the trash than go into the disgustingly filthy bottle reception room. Panhandling is common in the parking lot; I have, on occasion been approached in the store as well. When that happens, it's too much for me, I report that person to security and they have been prompt to respond. At least one security guard seems more interested in chatting with friends that doing his job. Operating a intercity store is difficult, this operator does an exemplary job. A big asset to our...

During my last visit, I was unsure whether I was going in to buy groceries or being escorted to a jail cell. Horrible customer service that treats customers like criminals before they even walk in the door. They absolutely know that most of their customers don’t have many if any other options for grocery shopping, so they get away with treating us like delinquents with no consequences on their end. Those of us with cars and other options need to boycott this store immediately. They have entire sections of the store completely blocked off by shopping carts or metal barriers after 7pm every night, and you have to hunt down an associate with keys (not an easy task) to unlock it for you just to get something as basic as toothpaste and diapers.

They also recently posted this sign on the door stating that no bags are allowed whatsoever, forcing you to check them at the register—where they could easily be stolen. Many customers here are low income folks who don’t drive, so they’re basically forcing already disadvantaged people to check in their belongings at an understaffed counter, where they are more vulnerable to theft than anywhere else. This is discriminatory, racist, classist baloney that I sincerely hope lands them in a major lawsuit as soon as possible when it goes wrong, which it inevitably will.

Seriously, Tops: DO BETTER. Hire more qualified staff and train them better if you’re so concerned about theft. Or maybe stop price gouging so people can afford your groceries. I live nearby, but I will be avoiding your stores at all costs, and I plan on spreading the message throughout my community about how horribly you treat your customer base before they’ve even entered the store....