Complaints

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:12/04/2023

  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.

  Billed multiple times two times in 2 weeks for 2 months of service they keep changing the date every month now its to the point where Ive paid 580$ in 2 weeks when the monthly service is 290 per month. Have called numerous times to deal with the said issue and they always say I will get a call back with a resolution yet all I receive is a vague email response saying its been handled. When in reality nothing has been solved and I get no human response to the issue called Friday last week said they would call me back with the resolution instead received emails stating that it has been solved instead of manger or supervisor connecting with me. Spent 40+ mins only to not have a supervisor answer after the employee tried to connect me 3 times.

  

  Business Response

  Date: 12/12/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/29/2023

  Type:Delivery 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 made an order for delivery using Toast. For ******************, ********, ** on 11/29/23 Check # *** for **************************************** texted that my food was ready a half hour before expected eta. There was no update to the website. After the eta came and went with no food, I called the restaurant which said the food had just been picked up -- AFTER the time it should have arrived. The food had been ready and getting cold and soggy fr over a half hour. I am very unsatisfied with Toast service. I was charged $16 for it. My food arrived cold and soggy. There was no contact info for customers. Everything they have is for the restaurants they service, not the customers buying the food even though we are buying it through Toast. The restaurant prepared the food correctly and promptly. Toast didn't deliver properly.

  

  Business Response

  Date: 12/11/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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.

  The experience from go has been horrible. Numerous reps. ********* fee's and charges etc. We had signed up for several monthly service options and last year at the end of August received a large bill for an annual amount. I contacted customer service then and discussed with them that we signed up for monthly service, did not want to pay annually and we were informed that it would be taken care of and that they understood. We paid the annual for up to August this year 2023 with the expectation we would be moving to monthly thereafter. August 23. We receive a a ******* bank withdraw. I put a stop payment on this charge which is what we signed up for and wanted and previously discussed. The 2019 install contract was initially annual. As of October 28th 2023 Toast stopped depositing payments.Toast is now with holding over ********* dollars in needed revenue that we need to pay vendors, payroll etc.I have been told several different stories and reasons.The merchant service agreement states if invoices are not paid the merchant processor may withold 30% of credit card payments or the allowable amount by law. Which is not 750% of the claimed debt.I cannot get any response other than the case is being escalated. The financial damages are piling up. Vendors unpaid and I am scrambling to scrape together funds to pay payroll. One CSR broke out monthly delivery fee's only, removed the toast tables as requested. Still leaving numerous monthly charges being in a annual payment.Their actions and practice in this case is illegal and I plan to seek full damages as their lack of action could put me out of business as we just paid large real estate taxes and had assumed this would be settled by now.I do not want to lock into long term agreements with this company as they have had a horrible track record to date. We have no local rep. Have had several come and go and or come repair the onsite work of their coworkers which still does not function 100%.

  

  Business Response

  Date: 12/11/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/24/2023

  Type:Product 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.

  I have not received *********** from this past Sunday or this past Tuesday. Those two days represent my first two days open. 6 phone calls to different agents, all have escalated the issue, nothing is resolved. My credit union has not received the deposits, theyve verified by trace id provided by the first agent I spoke with. Im missing over $1900 in deposits that should have been received Monday and Wednesday. Three of your agents have confirmed it was sent to the wrong account on your end, even though I updated and removed the closed account Monday last week. This is affecting my ability to complete payroll, and is entirely unacceptable. Your company is liable for ***********, and this should have been rectified the first time I reached out, this past Wednesday. Who can I talk to to get this fixed asap?

  

  Business Response

  Date: 11/29/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **************

• Initial Complaint

  Date:11/20/2023

  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.

  Toast is becoming more prevelant at restaurants or quick service dining establishments. When the server hands you the card reader machine, you are prompted to select the option for tipping. A lot of times the options are 20% and up without any option for under 20%. Also, the worst part is, many times the % is on gross amount (amount plus tax) instead of net amount. Nobody should be tipping on tax. If they are, it should made absolutely clear and the customer should have a quick option to remove that. Most customers dont know this is happening. The only way to get around this is to select custom tip, which is uncomfortable and difficult to calculate on the spot with the server hovering over you. It should be illegal to force the standard options of tipping on tax amounts. Toast needs to fix this in their system. It should also be very clear if there was an additional service charge added to the bill and that amount should not be tipped on. This is a common occurrence in LA.

  

  Business Response

  Date: 11/29/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/17/2023

  Type:Billing 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.

  Toast has completely dropped the ball on my account. Not only had they charged me for service when I was not using it, they used up all the "free" promotional months I was offered in exchange for signing.. sales team too aggressive for the rest of the company to follow through on their promises. Called several times and was ensured that I would not get charged the following month, however the charges kept coming. They are very nice on the phone, but absolutely do not follow through on anything they promise. I can't begin to use my account the way it is set up, I can't use a kitchen display application for orders because I don't have the equipment apparently, even though I have FOUR kitchen display systems, that was a week ago, no response as expected. Now I have an closed account that is being used for deposits, I've been waiting longer that the expected time for my new account to be verified, who knows if I get my backed up deposits, toast will probably steal that too. I just want my money back for my pos systems and associated charged. I don't forsee the situation getting any better with toast. DO NOT sign up with toast! Very slippery slope dealing with this company.I could go on and on unfortunately, I've never spent so much of my time on the phone with a pos company in my 7 years of owning businesses. It's very sad and hope someone will read this and take their business elsewhere

  

  Business Response

  Date: 11/27/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/14/2023

  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.

  I tried to transfer funds over to my bank account using the ******************** card. They said it would only take 3-5 days it is now 12 days later and they can't seem to be able to tell me what went wrong. I am currently out of the money I tried to transfer. I just don't think it's right for a company to tell you a certain time frame and then completely miss the time frame and lose the money you tried to transfer

  

  Business Response

  Date: 11/27/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/08/2023

  Type:Product 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 experience with toast hasn't been great from the beginning. The communication with toast hasn't been great either. My business had temporary closed for several months. Not one time did an representative reach out to me or the business regarding open invoices or to pause the account. ********************** has caused us 17 NSF fees since joining Toast POS. I reached out to Toast to advise the funds wouldn't be available for an invoice and needed to change the draft day. The business didn't do that the payment ran and continue to run. I have asked for a phone call to discuss our account with a representative and they never called. I have unused equipment that i was told i would receive a return label for and that never happened. I received and email stating i can set up a payment arraignment for the open invoice and the representative didn't accept that she trying to run the full outstanding balance after I advised a payment arraignment would be necessary

  

  Business Response

  Date: 11/10/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/07/2023

  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.

  I am including everyone I have connected with in Toast as there seems to be a serious problem with how Toast escalates issues for their customers.For the past 2 months we have experienced the following issues with updating our FEIN number which has led to improper tax reporting and the complete halt of processing our current payroll.On 09.13.2023 **** was assigned to our case to assist us with onboarding to the new FEIN On 10.11.2023 (when processing the payroll period ***** - *****) the following issues occurred The old bank account was printing on the checks The incorrect authorized signature was printed on the checks **** had to regenerate the files and send them over to us to print The checks were debited from the correct bank account number however the direct deposit and taxes were debited from the incorrect bank account Case ******** was also opened because 2 FHI employees were not tied to the paygroups and Toast payroll was unable to fix the issue On 11.06.2023 **** (Toast customer care advisor and email attached) emailed us to start the **************** again when we had already completed it. He had no idea and did not bother to check the open cases on our account to bring up himself up to speed on the matters at hand.I informed him that this had already been completed and we needed assistance with fixing the **** the name on the checks and the bank account in which all the payroll debits were to be withdrawn from He then opened another case, ********, and no one responded.On 11.06.2023 we were in the process of approving timecards and noticed that they were not tied to a payroll and hours were missing We were able to run reports to ensure we had the correct hours for each employee and began prepping the manual uploads We then discovered that the majority of our employees are missing from our paygroups and are not able to be added.They are in Toast Payroll but will not show when I select to manually add the employee On 11.07.2023 I called in the morning, and another case was open, ********, and this representative was equally unaware of the cases before as all the others prior representative, despite having access to our case logs and our account He said, again, that it would be escalated to a tier 2 support team member and that I would hear back in a couple of hours I called again about an hour and a half ago and spent another hour on the phone with another representative that could not help and ultimately ended telling me that I would have to manually process checks for the 80+ employees FHI has We now are at a point where we are not even able to process manual checks to get the correct tax calculations for our team, leaving a lot of liability on our company if we get this incorrect.Still have not heard back from anyone in the Toast company.

  

  Business Response

  Date: 11/10/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  In November 4, 2023, I went online to order from ************* located in ********** *******. Their website is powered by Toast. The order that I placed was for a pick up. I drove over 40 minutes to pick up the order and learned upon arrival that the restaurant had abruptly shut down their operations. I have tried to work with both the restaurant and Toast to secure a refund but neither party has offered any resolution to rectify the issue.Toast is a third party who completed the transaction but is now refusing to refund my money.

  

  Business Response

  Date: 11/09/2023

  Toast is collaborating with this customer.