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
- 245 total complaints in the last 3 years.
- 84 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:10/04/2022
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.
Around the week of September 12, 2022, We set up a sales tax payment plan to pay back monies for our sales tax and to stop any form of account liens. On September 19, 2022 we realized that our money from the weeks sales had not been deposited into our account. Inadvertently or not a lien was placed on our Toast account even though we set up a payment plan. We put a call in to our state rep who helped us set up the payment plan and explained our situation to him and he went through the process of finding out what happened. He was told by Toast that a third party handling the lien and that we needed to contact them. He received their info and sent over a letter releasing our funds and stopping any further liens or actions. After a few more days no monies were deposited so we placed another call to our rep who made another call to Toast on our behalf and they informed him that they did not receive any information from him. They mentioned that they do not receive these types of responses by email but by fax only. He then emailed the letter he originally sent over to them along with their fax number for us to resend them the information. After a few attempts of sending over the information, we called the fax number only to discover that it was not their fax number. After a number of failed attempts to get a fax number, we were given an email address to send over the information. After weeks of failed calls to Toast and being told their department is investigating our claim, here we are 22 days later October 4th and over $50 k in deposits we are missing and no one can tell us where our money is, who the third party is and what is there contact information and when we can expect our money. We have payroll coming up on the 5th, groceries and other supplies we have to pay for and we have no money to pay for them and the majority of our bills will be due soon. Where's Toasts representatives why are they working with a third party that has no contact persons or numbers?
Business Response
Date: 10/07/2022
Toast is collaborating with this customerCustomer Answer
Date: 10/07/2022
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 # ******** at this present time because we have not yet spoken to each other. I have received a response from Toast's contact representative directly and I will be contacting him today.
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: 10/18/2022
Toast is collaborating with this customer.Customer Answer
Date: 10/20/2022
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.
[A Part of our issue has been dealt with and we have spoken with the Businesses representative and were informed that they once again would be looking into our complaint. Just how long it will take is the issue. So far it's been 10 days. We are still missing a little over $10k and have been asking for someone to send us a breakdown of funds. Their system shows how much we should have recieved according to their records, but did not recieve that amount. They have access to their system and I'm sure they can go in and retrieve the informtion at any time. Apologies are nice but aren't always the solution we're looking for. Once again they lack in execution]
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: 11/10/2022
Toast has offered the customer a solution.Initial Complaint
Date:09/28/2022
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.
In September of last year I purchased toast for my business "*******************" in ******* ********.I received an extra order of the products that I purchased to setup toast in my business and get it operating, so I sent back the products to Toast *** in *************. I waited multiple months for the amount of $3475.36 to be debited back into my business account, and it was NOT. I am now on my 4th time calling and multiple tickets later and no resolution. My Case number is (********) and I called twice this week and was told I would have a call back or a approved deposit within the next few days but this is the same "run around " procedure they have been giving me the past few months and I do not simply have time to be dealing with this.Business Response
Date: 10/03/2022
Toast is collaborating with this customer.Initial Complaint
Date:09/27/2022
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 have been a customer of **********************, *** and its POS system for a little over a year now. I own three successful and busy TEX/MEX *********** in the Mid-West. A recurring problem with Toast, *** and its POS system involves the batching of credit card payments made by my customers which run through the Toast payment system once a credit card is swiped for payment. Toast has been frequently low balling the amount of money my restaurant tallies each night for credit cards and releases a lower amount of money totaling thousands of dollars each night. This week I called them to inform about all three *********** missing money totaling over thousands. One restaurant alone is missing $2,260.12. Toast customer service whom I stay on the phone with hours a week at times told me they cant find the missing money and to wait for their investigation. This is only one of many times an issue of improper money transfers has occurred. Ive attached an e mail correspondence with Toast, Inc. I urge caution with this company given my experience.Business Response
Date: 10/03/2022
Toast is collaborating with this customer.Customer Answer
Date: 10/03/2022
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.]
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:09/21/2022
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.
On December 27, 2021, I sold my restaurant ****************** LLC #2 dba ************************************) in **************, **. We were clients of Toast **** for tech support up until that date. The new owners were also going to be clients of Toast **** after the transition. The new owners (******. LLC) did not have their account set up initially after the sale. As the owner of ***************** #2 LLC, I kept the support services until their account was set up so that support services would not lapse. ******. paid the monthly support fee for ******* ********** 2022. ***************** LLC was also debited the monthly fee for support services for ******* ********** for the same location. After ******* fees were debited, I was in contact with Toast to stop payments. February of 2022 had a payment debited anyway & I had to stop payment for March as Toast clearly wasn't listening. After multiple calls, email correspondence began on 3/21/22 and we were told that we had to do a "change of legal entity", which was completed. I have had numerous phone calls & email correspondence since that date & was told that a refund would be granted since the change of legal entity was done. Each time I called, I never was able to speak to the same person or department & was told I would receive a return call on 5 occasions by a supervisor, which never happened. The latest email correspondence from a supervisor stated that the "credit memo has been rejected because we aren't able to send a refund to an old owner once a new owner's information is written to their account." This is after we received confirmation that the refund would be deposited into our account. Toast also stated that they supposedly no longer had our banking routing number, etc. However, they had confirmed during this process that yes, they did have that info still. The supervisor that sent that email did not even ask for us to submit the routing number etc. again. We paid $509 for each month for a total of $ ********Business Response
Date: 09/28/2022
Toast is collaborating with this customer.Customer Answer
Date: 10/11/2022
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.
****** at Toast has reached out, however, this case is in no way resolved
Business Response
Date: 10/21/2022
Toast is collaborating with this customer.Customer Answer
Date: 10/27/2022
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.
We have not been reimbursed and are not sure why as it has been over 30 days.
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,Hunter
Business Response
Date: 11/09/2022
Toast is collaborating with customer.Customer Answer
Date: 11/10/2022
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.
****** at Toast has reached out and stated that our refund has been "approved" and that someone will be contacting us to issue this refund. I emailed ****** on 11/9/22 & asked him to check back with us in a week to see if Toast has actually reached out. Thank you.
[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.]
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,Hunter
Initial Complaint
Date:09/20/2022
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.
Our business JJ's Dive DBA Big ****** purchased a point of service machine 9/30/2021. Received it **************** in the setup process realized that due to not enough internet service, the machine would not work properly. We received approval from them to return the machine due to not being able to use it. They sent us ***** postage to ship all the boxes back, which we did in the same packaging they came in due to not being able to ever use it. Shipped it back and never could get an answer out of them as to why we hadn't been credited for the returns. Have sent several emails and phone calls with no responses until I finally got a **** ******************* with Toast that tried to help. My last correspondence was July 12,2022. Last update was that they received it back and they would not credit us any refund due to it being used. They also tried to state that we never paid for it, which in turn I sent ******************* a copy of my paid invoice. Once I sent that, he stopped corresponding with me. My last request was that if they state it was used (which it wasn't, due to us not being able to put it in use due to no internet connection), they needed to send the machines back to me. I paid for all of the equipment and if they would not give us some type of refund, then I still own them regardless of if I can use them or not, it would not be right for them to take my money and my product. Nothing is adding up with and we are not able to get anywhere with the company. It is a large company, so I do not understand by we can not resolve the issue. IBusiness Response
Date: 09/28/2022
Toast is collaborating with this customer.Initial Complaint
Date:09/13/2022
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 the credit card processor and our Point of Sale System. They have not deposited any money into my account since Aug 4, 2022. Somehow the bank account information was changed in their system (not by me). After calling to ask about it, they determined that the deposits had been rejected but there was not notification to me and nothing in place for them to be alerted. On Sep 9, a ticket was opened and someone from business operations was supposed to contact me to fix the bank account issue. Having not received anything by Sep 13, I called again and spoke with a tier 2 manager who assured me that someone would contact me by end of day. Its now 6:45pm and Ive received nothing and Toast has had 6 weeks of my income with no recourse. Their customer service system is set up almost by design to keep their customers in a loop with no resolution.Business Response
Date: 09/21/2022
Toast has offered this customer a solution.Initial Complaint
Date:08/31/2022
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.
On May 31, 2022, I sent an email to Toast ******* services, who services our employee payroll and files the appropriate taxes. Our taxes were not paid properly and I have been trying to get this fixed. Interest and fees apply when this is done so late. I have no idea what the status is and the customer service reps keep saying "a tax rep will get with you" and they never do... I emailed for updates and got NO resolution on: June 7 June 21 July 1 July 17 August 8 August 16 August 26 These ************** taxes need to be paid and taken care of immediately.Case #******** is one of the many correspondence cases to reference.Business Response
Date: 09/09/2022
Toast is collaborating with this customer.Customer Answer
Date: 09/10/2022
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.
Nobody has reached out to me from Toast about this. Don't be dishonest and say you're "collaborating with me" because you are not. Fix this tax issue and THEN I will close this as resolved.
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: 09/21/2022
Toast is collaborating with this customer.Customer Answer
Date: 09/22/2022
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.
As of September 22, 2022, Toast had finally reached out to me and had stated via email that leadership has agreed to reimburse my company $171 for the taxes that I paid to the ****** Once the amount is reimbursed in full or given as a credit to my toast account, I will be more than happy to close this as resolved.
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:08/30/2022
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 used Toast's services for our businesses in the month of May. We discovered it to be inadequate to what our business needed, contacted customer support, and never received a response. We then cancelled our membership. We had a phone call with the district manager who said we would receive a refund when we shipped ************ back. We received the shipping labels after 6 weeks (July 17th, 2022) and shipped the hardware back. After multiple phone calls and emails, Toast has still not processed a refund and has confirmed they received the hardware.Business Response
Date: 09/09/2022
Toast is collaborating with this customer.Initial Complaint
Date:08/22/2022
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 needed to change my checking info because there was a compromise. I passed in all the paperwork since august 11, 2023 and it havent been updated. Theyre currently holding thousands of dollars from our business.Business Response
Date: 09/23/2022
Toast has offered this customer a solutionInitial Complaint
Date:08/13/2022
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.
Bixi Beer - ************ Check #9 for *********************** Ordered:8/13/22 12:38 PM Order total ***** Customer placed order for delivery with *********************** application. A doordash driver was assigned to deliver however the driver stole the order. Doordash support filed a report for this issue and refunded the store 37 dollars. The store has a refund from doordash along with customer payment. Customer tried to get in contact with manager, it seems they are upset ******** did not cover the full amount of order and asked the customer to report fraud with their bank which is unacceptable.Business Response
Date: 08/18/2022
Toast has offered this customer a solution.
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