Tops Customer Service Desk Hours — Complete Practical Guide

Overview: purpose and typical placement of the customer service desk

The customer service desk in a Tops Friendly Markets store is the central in-store contact point for returns, refunds, price adjustments, gift cards, special orders, and general customer assistance. It is usually located near the main entrance or front registers so customers can access assistance as they enter or leave. Because it serves multiple functions (returns, deli or bakery special requests, online order pickup coordination), its operational hours are tied closely to the store’s front-end hours and staffing levels.

Knowing the desk’s hours matters for planning returns (perishable vs non‑perishable), picking up online orders, and resolving issues that cannot be handled at a register. In practice, many issues brought to the desk—price checks, coupons, loyalty-program adjustments—require a manager’s sign-off, so the desk is staffed with a trained associate during peak store hours and often during the entire period the store is open to customers.

Typical hours and common variations you will encounter

Most Tops stores schedule the customer service desk to be open for the same span as the main front end: a commonly observed pattern is Monday–Saturday 7:00 AM–10:00 PM and Sunday 8:00 AM–8:00 PM, though exact times vary by location. Pharmacies, deli counters, and specialty departments (e.g., floral) often have separate schedules and can open earlier or close earlier than the front desk. For example, a store with a pharmacy drive‑thru may offer pharmacy service until 9:00 PM even if the front desk closes at 8:00 PM.

Operational variations that commonly affect desk hours include store traffic patterns (weekend vs weekday), seasonal demand (holiday weeks see extended hours in many markets), and staffing. In small-format Tops stores or locations inside shared retail centers, the customer desk may close an hour earlier for security and cash-handling reasons. Always verify hours before relying on them for time‑sensitive services like returns for perishable goods or online order pickups.

How to verify exact hours and get help quickly

The most reliable ways to confirm a specific Tops customer service desk’s hours are: check the store listing on the official website (https://www.topsmarkets.com) using the Store Locator; view the store’s Google Maps listing, which usually displays updated opening hours and busy periods; or call the store directly. Store phone numbers and addresses are provided by the store detail page on the corporate site and in the MyTops mobile app. For chain‑level questions, Tops’ corporate customer support form on the website is the official route for escalations.

Practical tip: when using Google Maps or a third‑party app, read the “Updates from the business” or recent customer reviews—these often note temporary hour changes, holiday closures, or construction affecting desk access. If you need an exact time window for an in‑store pickup or return, call the store and ask for the customer service desk specifically; the associate can also confirm whether the desk handles online pickup or whether you should use a dedicated curbside/packout area.

• Quick resources: 1) Official site store locator: https://www.topsmarkets.com/stores, 2) MyTops app (iOS/Android) for orders & messages, 3) Google Maps listing for real‑time open/closed status.
• When calling: ask for the “Customer Service Desk” or the “Store Manager” if you need a supervisor for refunds or price disputes; note the time and the associate’s name for follow‑up.

Holiday schedules, emergency closures, and special events

Tops modifies customer service desk hours around major U.S. holidays—Thanksgiving, Christmas Eve/Day, New Year’s, and Labor Day are the most common examples. Typically, Thanksgiving and Christmas Day result in full closures; Christmas Eve and New Year’s Eve often have shortened hours. Corporate announcements about holiday hours are published in November–December each year on the website and via email to loyalty members (discounts and hours vary by year; check the site for the current year’s schedule).

Emergency closures (weather, power outage, local ordinance) can change desk hours suddenly. Tops typically updates the website and Google listing, and stores may post signage with an alternate phone number for questions. If you rely on the customer service desk for a time‑sensitive transaction during severe weather season (November–March in the Northeast), call ahead to confirm staffing and cut‑off times for perishable returns or prescription pickups.

Services handled at the desk and practical policies

The desk handles returns and exchanges (non‑perishable items typically within 30–60 days with receipt; perishables usually accepted within 24–48 hours depending on the store and reason), price adjustments (bring receipt within 7–14 days), and gift-card sales and activation. For online order pickup, some Tops locations use the front customer desk while others have a separate curbside pick‑up area; check your order confirmation for the pickup location and available time windows—typical pickup windows are 1–2 hours after order completion, with same‑day options in many markets.

Other practical desk services include issuing rain checks, selling money orders (fees apply; usually $1–$4 depending on state regulations), answering coupon and loyalty program inquiries, and coordinating special orders for the bakery or floral department. For large or high‑value returns (e.g., refrigerated party trays), a manager’s approval may be required and stores may request proof of purchase or ID for anti‑fraud measures.

Best practices for customers and store managers

Customers: always bring your receipt or a digital order confirmation, photo ID for large returns, and plan pickups during non‑peak times (weekday mornings or early afternoons) to avoid longer waits. If your request is time‑sensitive, call ahead; for refunds that rely on manager approval, ask for an estimated resolution time and a contact name.

Managers: staff the desk to match peak traffic and cross‑train front‑end associates to handle common desk duties during surges. Post clear signage about hours, accepted return windows (e.g., 30 days for general merchandise), and alternate pickup locations to reduce confusion. Track walk‑in vs scheduled pickup volumes weekly and adjust staffing to keep average service times under 5 minutes for basic inquiries and under 15 minutes for returns requiring manager approval.

What day is senior day at Tops Market?

🎉 Seniors 60+ save 6% today and every first Tuesday of the month.

How to save money at Tops?

As a TOPS BonusPlus® Member, you can take advantage of many different types of savings and discounts such as BONUS BUYS, Pre-Priced Discounts, Double Coupons (see store for details) Buy One Get One Free (BOGO) offers, and Cut Out the Clip eCoupons.

What are the hours for Tops customer service?

If you have a comment for your order, special gift card order, or special pick up / mailing request, please contact our Consumer Affairs Dept. at 1-800-522-2522 Opt 3. Mon-Fri 8AM-8PM, Saturday-Sunday 9AM-3PM to confirm your order can be processed to meet your needs.

Who bought out Tops Markets?

The stores will now be owned and overseen by Northeast Grocery, with current President and CEO of Price Chopper/Market 32 managing the merger & Tops Friendly Markets CEO Frank Curci taking over in February 2022. The FTC required the combined company to divest from 12 of the combined companies’ stores.

Can you return things to Tops?

Return Policy
Your purchase must be returned in salable condition with the original packaging, including Universal Product Code (UPC), manuals, parts, and your receipt or packing slip. To start your return please call us at 800-282-7261 or email us at [email protected] and request a Return Authorization (RA).

Is Tops owned by Ahold?

1991 was a pivotal year when Tops was acquired by Ahold, a major international food retail conglomerate based in the Netherlands. In 2001, Tops formed an alliance with Giant Food stores, a fellow Ahold company, based in Carlisle, PA.