Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on date 1/7/25
BBB shared the findings and recommendations with Toast,Inc.
The findings appeared to show:
Financial Concerns: High volume of refund-related complaints indicates customer frustration with monetary transactions. Billing issues suggest potential problems with pricing transparency or charging processes.
Service Quality: Service-related issues constitute a significant portion of complaints Repair issues indicate potential problems with hardware maintenance and support.
Customer Service Experience: Dedicated customer service complaints suggest communication gaps. Multiple complaint categories point to response time and resolution quality issues.
Toast on 2/24/25 responded to BBB with:
Financial Concerns: Toast provides point of sale products to our customers, who in turn accept regular payments from their guests. Toast support teams have a process in place to work with our customers to address and resolve their guests’ reimbursement or refund requests. As Toast develops new and improved products to better serve our customers, we update our billing processes, taking into account valuable feedback from a variety of sources, including the BBB.
Service Quality: The Toast Customer Care team has processes in place to escalate service-related complaints to the appropriate product support teams to enable Toast customers to receive the proper hardware maintenance and support. These Care team response processes are regularly updated as Toast identifies ways to improve the quality of our service.
Customer Service Experience: Toast continually strives to improve the overall customer experience, including providing responses and resolutions to complaints in a timely manner. Further, Toast has continually made enhancements to the customer experience in response to internal tracking of customer satisfaction metrics and direct feedback from our customers.
Complaints
Customer Complaints Summary
- 243 total complaints in the last 3 years.
- 76 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:10/11/2023
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.
Toast billing overcharges customers. On 10/10/23 I ate at a restaurant in ************* and noticed that the tip is not calculated based on the subtotal but includes tax and surcharge. 20% of $38 is $7.6, however, the apps 20% tip comes $8.67. This is not the first time I have noticed this with Toast.
Business Response
Date: 10/19/2023
Toast is collaborating with this customer.Initial Complaint
Date:10/09/2023
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.
My complaint is against Toast Payroll. I have been using them since Nov 2022, and they have been responsible for paying my quarterly taxes for my payroll to the ***********************. I received, on more than 1 occasion, a letter from the ********** of ******* of **************. It is a "Delinquent Notice of failure to file a return quarterly income tax withholding". I called the Toast Payroll phone number, and was told by *******, I would have to wait approximately 14 weeks for someone to look into this and/or get resolved. She told me there was no phone number to the tax department of Toast Payroll, nor was there an email to the tax department. I asked to speak to a supervisor, and was told that wasn't possible either. I asked ******* if I had any information missing from my payroll, that would hinder Toast Payroll from paying my quarterly taxes, and she assure me there was no missing information. I'm concerned Toast Payroll is not a legitimate company, and I need someone to distribute the taxes Toast Payroll has collect from my company to the ***********************, and pay any fines incurred. It seems Toast Payroll is collecting money from my account and not paying it to the state.Business Response
Date: 10/19/2023
Toast is collaborating with this customer.Initial Complaint
Date:10/05/2023
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.
Toast is currently handling our payroll for two restaurants. As our payroll agent, they withhold taxes due to the *** and the ***********. I have contacted them to ask about the timing of the withholding deposits as they are required to be every two weeks. Right now they are making monthly deposits. Because of this we are getting fined by the ***********. I have reached out via phone to speak to their tax department and they won't take a call, they won't return a call, and they don't have a direct email for tax issues. I have called customer service three times, asked for escalation to a manager. I was guaranteed to get a return call that afternoon or next morning. I didn't receive a call back. Called again today with many promises of someone following up. They are now saying I never emailed the notices from the ***********. I have the email reply documented. I have resent the email again today.Business Response
Date: 10/12/2023
Toast is collaborating with this customer.Initial Complaint
Date:10/04/2023
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.
This company has withdrawn money from my account over the past year for taxes and I've learned that these taxes have not been paid. In contacting the company to retreive the funds, I am bein told that there is no money and no records, even though my bank statements reflect otherwise. I am now at risk of losing my company license, and I cannot seem to get a hold of a person to speak with the resolve the issue.Business Response
Date: 10/12/2023
Toast is collaborating with this customer.Initial Complaint
Date:09/28/2023
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.
Toast **** continues to charge me even after the account was transferred to the new owners. I have tried to reach them by email. Today Sept.28 2023 I called them directly to try to resolve the problem only to be hung up on. I sold my business on June 28th, 2023. I had to lock down my bank account due to ********************** **** taking Automated Clearing House debits from my account without my permission. I have reported this situation to *********** without any resolution.Business Response
Date: 10/05/2023
Toast is collaborating with this customer.Customer Answer
Date: 10/31/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The Toast company has still not satisfied my complaint.
Business Response
Date: 11/06/2023
Toast is collaborating with this customer.Initial Complaint
Date:09/26/2023
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.
We have had a horrendous experience with Toast that has cost us significant losses. From the time they set us up, to trying to fix the issues to system and print erros, they have caused many operational issues that have led to lost business with our online partners. In fact, the last representative advised they sent technicians to us as a courtesy when in fact it was to fix the issues caused by third parties. None of the technicians were their own but third party companies. Technicians advised us we were poorly set up and multiple technicians (3) advised that we should have been set up with two meraki routers, which Toast has repeatedly denied due to poor understanding of how they initially set us up as well as poor internal communication. The company also failed to contractually fulfill its obligations with the set up of our menu with third parties. We have a long list of emails that demonstrate gross negligence, failure to execute and failure to follow thru on relatively simple issues that has caused the owners significant distress and hundreds of hours of lost time and thousands and thousands of dollars of lost revenue, in addition to destroying our partner relationships. Instead of trying to resolve core issues, a representative sent us an email with blatant lies, misinformation and accusations about how we, the owners, don't know how to run a restaurant operation. We even the emails to share publicly to see how distasteful and egregious this organization has been. I have never seen a more dysfunctional, unprofessional and disoriented group of people that think they can fabricate lies and insult at clients while make critical mistakes, hiring unqualified technicians, not following up on issues and not taking appropriate, timely action to fix critical issues that impact a small business.Business Response
Date: 10/03/2023
Toast is collaborating with this customer.Customer Answer
Date: 10/03/2023
[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 they have come up with a fair and amicable resolution. As long as they follow through on this resolution, I 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. If the resolution offered by the company is not followed through, I will re-open a complaint referencing my original complaint & this follow up letter.
Regards,
*******************************Initial Complaint
Date:09/24/2023
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 owned ******************** in **** ** and had Pos system and credit card processing with Toast **** I sold the business on July 4th 2023 , i called in advanced to cancel the service and signed all the paperwork and received confirmation email on Jun e20th 2023,On Aug 3rd 2023 they charged my account $340 for the service that i canceled and dont use, i called to get a refund and i was promised a refund within a week , Aug 11th 2023 they charged me again $340 . i called multiple times and spoke to super visors and im telling you they have the worst customer service ever. its sept 24th and i still dont have my money back and every time i call i hear the same thing. and its not the first time , back in ****************************************************** to sign but they charged me differently price than what i signed and never got my money back supported document attachedBusiness Response
Date: 10/04/2023
Toast is collaborating with this customer.Customer Answer
Date: 10/11/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I filed my case on sept 24th. business didn't respond until oct 4th
business said they can see that i have a credit but keep giving excuses for the delay and never issue the refund.
attached all the emails from them proofing that , thank you
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business Response
Date: 10/19/2023
Toast has offered this customer a resolution.Initial Complaint
Date:09/15/2023
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 changed *************** system to Toast. I was charged around $2600 that I was not to be charged and have been working with this company to get a refund and correct our billing issues for over a month. We have yet to get a refund or a resolutionBusiness Response
Date: 09/14/2023
We are Toast Wine Bar located in *********, ****. We are not ToastTab the Point of ************** Im sorry youre having trouble with ToastTab but we arent affiliated with the company in any way.Business Response
Date: 09/25/2023
Toast is collaborating with this customer.Initial Complaint
Date:09/11/2023
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.
We have been in business for 17 years at location that is the subject of this complaint. We recently switched to Toast after contract period with previous POS company ended. We have experience with disputing/challenging chargebacks that are unfounded, and have always been able to get a clear reason for the denial of a challenge with other POS companies. Not with Toast. They refuse to give us the reason the chargeback was denied. And they state they are unable to provide us with information about the bank who denied the challenge. The reason for the chargeback I am addressing in this complaint is listed as Duplicate processing. We supplied supporting documents (see uploaded files) that clearly show this was not a duplicated charge, that the customer ordered and charged the alcoholic beverages in two separate transactions, with two different bartenders, paid for with a credit card presented two different times (EMV chip read and a contactless transaction), and two credit card charge slips he added a tip to and signed both times.This is the second denial in less than 2 months, and neither time was I able to get a reason for the denial. Each time I presented customer check, credit card authorization, and signed credit card slips. I have also been denied the opportunity to contact the credit card issuing bank. This is not an arbitration situation, so we should not be subject to the inadequate efforts of Toast to represent our interest when we have clearly provided ALL necessary documentation.It is unfair and seems like a breach of our merchant processor contract with Toast if we cannot rely on authorized EMV transactions and customer assigned credit card slips. Please tell us why the challenge was lost, tell us who the credit card issuing bank is, or else refund us the money. We cannot feel secure in using Toast merchant processing if we are subject to this kind of treatment in response to chargeback challenges We have to have the information to reduce/prevent chargebacks in the first place, and we work very hard to provide the supporting information to receive our money back. We pay Toast $15 each, so expect them to provide us with some information if/when we lose.Business Response
Date: 09/12/2023
Toast is collaborating with this customer.Customer Answer
Date: 09/15/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not had anyone from Toast explain to me why the chargeback challenge was denied, despite the fact that we provided valid credit card slips that show authorizations and that are signed as well as having a tip added.
I just need someone at Toast to tell me why this is not sufficient proof that the transaction is valid and reverse this chargeback. Or give me the name of bank that denied the chargeback so I can ask them.
They have several comments in their support portal regarding chargeback charges, etc. This is not answering the BBB complaint.
They are ignoring the actual question in the BBB complain.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 09/19/2023
Toast has offered this customer a resolution.Customer Answer
Date: 09/19/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Toast states that they cannot give us any information on why a chargeback challenge is denied, as it is under the control of the customer's card issuing bank. I understand this, and am asking them to either provide me with the name of the card issuing bank so I can get this information, or to contact this bank themselves and get information on why it was denied. They state they cannot.
To repeat, Toast states they do not know the reason for the denial, they cannot tell us who the credit card issuing bank is, and they cannot contact the card issuing bank on our behalf to clarify a chargeback denial that seems incorrect.
We know from firsthand experience that merchant processing companies can and do provide this information to merchant customers.
I understand that Toast cannot offer this level of support for all denied chargebacks, yet when the denial appears unwarranted (i.e., signed credit card slip for transactions, pre-authorized transaction, EMV payment form), it seems fair to give us a chance to understand the actual reason for denial of challenge to prevent future chargebacks. We are charged $15 for every chargeback, whether we win or lose the challenges, so this fee ought to cover some level of human assistance in some cases on the part of Toast.
We have a large volume of daily transactions on 5 merchant ID accounts with **********************, and the withholding of information/absence of support related to chargebacks is a serious problem.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
Date:08/30/2023
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.
Invoicing dates for the month of June 2023 and August 2023.Toast was notified regarding change of ownership. They were notified on June 30, 2023.They stated issue would not be a problem, but have continued to debit the business account after stating they were going to refund the account. Multiple man hours on the phone to no avail. Toast states they resolved the case, but is not refunding the $240.00 that have been debited from my account. Every time I contact them they apologize and give poor excuses to justify their service.Business Response
Date: 09/01/2023
Toast is collaborating with this customer.Customer Answer
Date: 09/01/2023
[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,
***********************
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