TOP Connection Frequently Asked Questions
Q: What is TOP Connection?
A: TOP Connection is a Benefits program offered by TOP Food & Drug. You don’t need a TOP Connection LINK to shop in TOP Food & Drug to get our sales prices, but if you want benefits to help you make your life easier and more enjoyable and extra savings, then TOP Connection is for you.
The Benefits include:
- Special discounts and incentives
- Instant Credit for returns, right over the phone
- Notifications for new, discontinued items
- Instant notification and credit on recalled items
- Access to your purchase history and total savings at TOP
- Create, update, and print an easy-to-use online shopping list
- More Surprise and Delight features...
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Q: Do I HAVE to be a TOP Connection Member?
A: No. All our TOP Food & Drug guests receive the sales price in our stores. You do not need to be a member to get the sales price. However, if you choose to be a member, you will receive benefits like no other grocery store will provide.
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Q: What is a TOP Connection Link?
A: Your TOP Connection Link is the link between your TOP Connection membership and the savings and services offered. Bring your Link to TOP Food & Drug every time you shop to be sure you are receiving all the benefits that TOP Connection has to offer. Savings, special promotional offers, or easy credit on returned items and notice for product recalls.
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Q: How does TOP Connection Work?
A: Wave your TOP Connection Link near the reader on the terminal prior to checking out your products at the front end of the store. The checker then scans your groceries as normal. All you have to do is determine if you’d like to use your Wallet Balance on this purchase or wait for a special occasion.
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Q: How do I get my TOP Connection Link?
A: There are 3 quick and easy ways to enroll:
- You can call 1-877-867-3850 and speak to one of our guest service agents.
- Enroll at the store guest service counter at any TOP Food & Drug store.
- Visit www.top-foods.com and register online.
At each enrollment location, you will be given a fulfillment number – take that fulfillment number to any participating TOP Food & Drug store to pick up your TOP Connection Link.
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Q: Can I "cash out" my Wallet Balance?
A: Your Wallet Balance has no "cash" value, so it cannot be "cashed-out". You can use your Wallet Balance on any purchase in any TOP Food & Drug location. Use it when you want, on the products you want in store. The exceptions from purchase using your wallet balance are Visa Gift Cards and Washington State lottery products.
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Q: What can I spend my Wallet Balance on?
A: Your TOP Connection Credits are yours to use in your favorite TOP store as you would like. Spend it when you get it, or save it for a special occasion – it’s your choice. Your TOP Connection Credits do not have a Cash value; therefore you cannot receive cash back out of your wallet. However, you can buy whatever you’d like with your wallet – the two exceptions are Visa Gift Cards and Washington State lottery products.
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Q: Can I use my phone number rather than having to carry a TOP Connection Link?
A: No. Since there is money attached to your account, we cannot allow our guests to just use their phone numbers. It would be too easy for other people to access their account balance.
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Q: Why do I need to scan my TOP Connection Link at the beginning of the order?
A: We really apologize about this annoying piece of TOP Connection. Currently our register software won't support the ability to scan the Link at anytime. We do understand that this is an issue, and are working to fix this problem. Because of the cost associated with the "fix", it will probably be another year before you can scan at anytime. Thanks for your patience.
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Q: What does Immediate Credit for Product Returns mean?
A: When you are a member of TOP Connection and you buy an item and it isn’t up to our TOP Food & Drug high quality standards, just call our TOP Connection Call Center at 1-877-867-3850 and we will immediately credit your purchase to your TOP Connection Wallet. Then, the next time you are in the store you can use that Credit at the register. No need to make a separate trip back to the store and no need to bring the item back to the store.
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Q: What does Real Time Access to Your Purchase History Mean?
A: When you are a member of TOP Connection you can have access to your purchase history at TOP Food & Drug. Whether you would like to see that special cheese you purchased a week ago or the wine last year, you can search through your own history and be reminded of some of your favorite things at TOP. This will also allow you to better budget your hard earned dollars by evaluating what you are spending your grocery dollars on and possibly ways to stretch those dollars further at TOP.
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Q: What if I lose my TOP Connection Link?
A: No worries. If you lose your TOP Connection Link just call our Call Center at 1-877-867-3850. We will help you roll over to a new account without losing any of your built up benefits and history. We will also disconnect your previous account to ensure there will be no future issues.
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Q: What is the Creating a Shopping List Online?
A: Creating a Shopping List online couldn’t be easier for TOP Connection members. You can add items from your shopping history, the weekly flyer, a recipe or just type an item in. You can even email your list to a friend or family member. The printed shopping list makes it easy for anyone to shop TOP Food & Drug. Oh, by the way, forget your shopping list at home? Just swing by our Guest Service counter – they can pull up your account and print your list – it’s that easy.
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Q: Why is TOP Food & Drug using RFID technology?
A: RFID technology is much more durable, readable, writeable and secure than either barcode or magnetic stripe technology. Also, the RFID that we are using is called "close-proximity RFID" thus it can’t be read from someone with a reader standing close to you.
Readable: Readable means that at the check stand, RFID is much easier to read than both Barcode and Magnetic stripe technology. This allows our checkout process to be quicker and with less error than those using Barcode or Magnetic stripe.
Writeable: RFID technology allows us to assign multiple values and/or free products, special offers to our guests in a secure fashion. While values can be assigned to both Barcode and Magnetic stripe technology, RFID has a larger holding capability, is more flexible and also is much, much more secure – both using encryption and authorization.
Durable: RFID technology handles things like heat, sunlight, abrasions, magnetic fields, dust, dirt and moisture better than traditional barcode or magnetic stripe cards.
Secure: RFID is much more secure than barcode or magnetic stripe technology. The data held on an RFID chip is encrypted. Neither barcode nor magnetic stripe technology can be as secure as RFID in keeping our guests information private. Our RFID enabled Links have no personal information contained on them, so even if someone had a reader, they couldn’t access a guest’s private information.
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Q: Can family members have their own TOP Connection link?
A: Yes.
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Q: How many links/stickers do you get when you sign up?
A: You decide how many family members get LINKED when you sign up. You must register each family member in a sub account under your master registration. Don’t worry, this is quick and easy.
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Q: Is TOP Connection available at TOP Food & Drug stores only?
A: Yes!
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Q: Where will the TOP Connection Links be scanned?
A: TOP Connection Links will be “waved” on a Reader that is located at each Register.
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Q: What if a guest forgets their Link?
A: No worries, just call the Call Center 1-877-867-3850 within a week of their visit and with their receipt in hand. The Call Center service crew member will happily help them recoup their purchases. Unfortunately, if you forget your Link, you may be missing some special promotions that are just for you, we cannot recoup promotions. Therefore, try to remember your Link so that you can maximize your special savings at TOP.
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Q: What personal information will be requested and required to sign up?
A: You will be required to give us your full name, address and phone number. We also are asking for email, cell phone and other optional information. However, depending on how you would like us to communicate with you is how much information we need you to provide. If you would like us to send you emails, we need your email address. If you would like us to send you a text message, we need your cell phone number, etc.
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Q: EBT & WIC Returns, how will those be handled through the Call Center?
A: It is against Washington State Law for EBT credits and WIC credits to be used for anything outside of the items (products) offered for those two programs. Thus, we will not be able to apply a credit to an EBT or WIC guests TOP Link for use on other products. EBT & WIC returns will still need to be managed through the store.
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Q: Can online shopping lists be printed at the store?
A: Online Shopping lists can be printed in the store just stop by the guest service counter and one of our crew members can print it for you.
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Q: How will guests without computers register?
A: Registration can occur at Guest Services or via the Call Center 1-877-867-3850 if you do not have internet access or a computer.
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Q: Will there be a feedback spot or blog on the website?
A: Initially no, future; Yes.
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Q: On a recalled item, will guests automatically receive credit?
A: Yes. It is at TOP Food & Drugs discretion, by item recalled, to the length of time they will automatically credit a recalled product for and the quantity for which a guest will get credit for.
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Q: Returns – will in-store returns continue to be handled at Guest Services?
A: Returns in store do not change and should be taken to the Guest Service counter for the quickest attention.
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Q: Is wine included in returns?
A: Washington State Law prohibits the return of credit or cash for wine / beer purchases. The only way we can accommodate a return for beer or wine is if the guest comes back into the store for an exchange.
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Q: What are the Call Center hours?
A: Hours are Monday-Friday 9:00 am to 6:00 pm.
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Q: Where is the Call Center located?
A: In the corporate office – Bellingham, WA.
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Q: Will there be real person in the Call Center?
A: Yes, a real live Crew Member.
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Q: Is there online shopping with pick-up or delivery service?
A: Not yet...
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Q: Are there plans for any "random" coupons in the works?
A: Yes. And many other surprise and delight features.
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Q: How can I see my TOP Connection Wallet balance in the store?
A: Wallet balances are made available at every check stand in the store. You can even stop by guest services before you shop to see what you have available. Just scan your Link at a reader and your balance will show.
Every month, on the 15th of the month, accumulated balances will be available for use in the store. Once the balance is available you will receive a text message, email, or receive notice at the register of their balance and can use the balance as you’d like.
You can also view your wallet balance at www.top-foods.com.
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Q: What if I lose my Link – can someone else use it?
A: No worries on a lost Link call the 1-877-867-3850 number and they will help you quickly.
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Q: Is the 7-Day guarantee for TOP Connection only?
A: Yes, we can’t credit a guest without them participating in TOP Connection.
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Q: Will guests be able to request discontinued items?
A: Yes, just like normal, some we will be able to accommodate, some we won’t.
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Q: How do I use the wallet?
A: A wallet balance can be used prior to payment at the register. You can spend it when available or save it for a special occasion. The Wallet has no cash value, thus it can only be redeemed on products purchased at TOP Food & Drug. The exclusions to the wallet are: Visa Gift Cards and lottery purchases.
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Q: Can I use a portion of my TOP Connection Wallet credit?
A: Yes, you can use a portion of your wallet or the whole thing – you decide when and how.
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Q: How do I know which store to pick up my TOP Connection Link?
A: When you register you will receive a fulfillment number – take that fulfillment number to any TOP location to pick up your Link.
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Q: Why Are Food Products recalled?
A: Food products are recalled for a variety of reasons ranging in seriousness. The Food and Drug Administration (FDA) classifies recalls into the following categories:
Class I Recall: a situation in which there is reasonable probability that the use of or exposure to a product will cause serious adverse health consequences or death.
Class II Recall: a situation in which use of or exposure to a product may cause temporary or medically reversible health consequences or where the probability of serious adverse health consequences is remote.
Class III Recall: a situation in which use of or exposure to a product is not likely to cause adverse health consequences.
Market Withdrawal: occurs when a product has a minor violation that would not be subject to FDA legal action. The firm removes the product from the market or corrects the violation.
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Q: How is TOP Food & Drug notified of a recall?
A: We are made aware of recalls in many different ways; including, but not limited to:
- The FDA
- The United States Department of Agriculture
- The product manufacturer
- Local health jurisdictions
- The product distributors
- The media. In many cases, a manufacturer recalls a product and issues a media release immediately. Therefore, it is possible that consumers will hear about the product recall on the news before the manufacturer or a regulatory agency has notified us.
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Q: What products are covered by the TOP Connection recall notification system?
A: The TOP Connection electronic notification system applies only to products (other than prescription drugs) that are considered a class I or Class II recall as defined by the FDA and that TOP Food & Drug sold prior to the recall. For more information you can go to: www.fda.gov and click on Recalls and Safety Alerts.
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Q: Why doesn’t the TOP Connection's recall notification system cover prescription drugs?
A: National Privacy Laws prevent us from including prescription drugs as part of our automatic recall notification system, however if a prescription drug is recalled, the pharmacy will take the lead in notifying affected customers.
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Q: Should I rely exclusively on TOP Connection’s recall notification system to learn of any recalls?
A: No. TOP Connection has created the recall notification system voluntarily as a complimentary service for our customers. While we will endeavor to send out a notice within 24 hours after we learn of a recall, we cannot guarantee that a notice will always go out. In addition, because we learn of recalls from other sources, we cannot guarantee the timeliness or accuracy of the notifications. And, of course, there is always the possibility of technical problems that will prevent the notice from going out or from being received.
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Q: Where can I find more information about recalls?
A: More information is available at: www.recalls.gov. This website provides recall information and safety tips from six different government agencies. You may also contact your local health department for more information or to report a possible food borne illness.
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Q: Where can I find more information on food safety?
A: Food safety information is available at: www.FoodSafety.gov.
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