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
- 247 total complaints in the last 3 years.
- 80 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:04/10/2025
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 February 2025, I purchased a restaurant in *********, **, called ***************. The previous owner used Toast as the *** system, and I decided to continue with their service for continuity with the staff. The previous owner had financed the Toast hardware, and the remaining hardware lease was transferred to **** officially took over the Toast account on February 7, 2025, at which time the remaining balance on the hardware was $242.33. According to Toasts own financing and holdback records, the hardware was fully paid off by March 5, 2025.Despite this, Toast has charged my account $300 four timeson 2/18, 3/4, 3/18, and 4/1for a total of $1,200 in unexplained hardware charges. I have now been charged over $1,200 for a hardware balance that was only $242.33 at the time I took over.Worse yet, these charges do not include the regular monthly merchant fees, which were $507.50 in February and $432.50 in March. In just two months, I have been charged over $2,140, an amount that is wildly disproportionate and still not explained.I have repeatedly contacted both Toast Customer Support and ********************** Capital. I was issued Case #******** (with multiple other case numbers) and promised follow-upbut no one has contacted me, despite multiple calls over three weeks. I keep getting redirected without resolution.I am requesting:A full refund of all overcharges made since February 7, 2025.A detailed explanation of all charges made to my account.A written assurance that no further unauthorized charges will be made.
Business Response
Date: 04/11/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:04/02/2025
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.
To Whom It May Concern:I am writing to formally lodge a complaint regarding Toast, Inc.'s failure to process my refund for returned equipment despite multiple assurances and follow-ups over the past six ********* October 2024, I returned Toast equipment and closed my POS account with **********************. My assigned Toast sales representative assured me that I would receive a refund within a few weeks of the equipment ********* December 2024, after not receiving the promised refund, I contacted my sales representative who committed to following up with the appropriate department. I did not receive a further update until February 2025 when I was informed that the refund was sent to my closed *************** account, rather than my current Blue Vine account which was on file. The same day, I facilitated a conference call between a Toast representative and ***************, during which *************** confirmed that the funds were returned to Toast due to the closed account status on February 27, 2025. Despite multiple follow-up calls to Toast, I have repeatedly been told that the refund would be processed "in a few days," with no resolution to date.I am requesting to have the funds immediately processed and deposited into my current Blue Vine account.Business Response
Date: 04/03/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 04/07/2025
[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:04/01/2025
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 went online to toast and placed an order at the business by the name of lo lo's chicken and waffles in ********* on 03/19/2025.I arrived at lo lo's to pick my order up and was told they do not even carry what I asked for.Lo lo's told me to contact toast, I called toast they told me to contact lo lo'****'s just been a back and forth toast blaming lo lo's, they're blaming toast, but no one is giving me my refund.I will never order from toast again because I trusted there website to get food and they failed. I just want my ***** back i don't care who gives it to me. Toast should take responsibility even if it's lo lo's fault, because i trusted there website.Business Response
Date: 04/02/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/25/2025
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.
On March 21st, 2025 I made a Toast **************** call to locate a replacement for a proprietary cable, which connects our *** terminal to our Card Reader. A Chat agent noted that it was not available on their shop, and a agent could sell us one over the phone. On March 25th, 2025, I called to get tracking & invoicing for this replacement. I was then told by the agent that this item was not carried anymore, and would not be fulfilled. An option was to purchase a brand-new card reader ($140), which includes the cable in the box.We needed a 'Micro USB to Micro USB' (Prod: #TT001-TK) cable assembly. Proprietary to Toast. This cable has a mounting ******************* molded head which is unique to the *** and card reading module.I spoke with two more agents on the 25th. The 2nd confirmed they did not carry that item, and I should "Go buy a cable at *******". I had noted California SB-244, the "Right to Repair Act" active as of July 1, 2024. ****** (b), states that repair parts for items being sold and manufactured (applicable to our current status) should be available. I spoke with a supervisor, and this individual told me I needed to contact an ***. I asked for this information, and was told there was not an 'RSM' attached to our account.This supervisor then told me he would work with us to provide the sale of this cable assembly, and quoted us $23. It would be an "internal sale". At the time of this submittal, no one has reached out to me through the provided means of contact with Toast, nor have we been charged or invoiced. This process had 5 chat/call interactions w/ Toast agents, totaling 2 hours.Bundled card reader (cable included under 'specs'): ************************************************************************************************** Installation docs (noting cable): ********************************************************************************************************************************** Shop (Where cable is not sold): ***********************************************Business Response
Date: 03/31/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 04/01/2025
Better Business Bureau:
I will accept the response I have received, as the part in question was made available to us. However, I have no response on whether or not Toast will begin upholding the requirement to support the Right To Repair Law in ********** (SB244). Since they are conducting business in the state, they are required to follow the law. I hope they look into, and support a move in the right direction with this. Should any other businesses need this specific cable, I hope they do not have to go through what I did.- *** ****
Initial Complaint
Date:03/24/2025
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 purchased a meal at ****************** using ToastTab as it was the only option. There are no servers. When I went to close my tab on my phone, ToastTab had already closed my tab for me and auto added a tip >20%. Again, no servers at the restaurant. I used my own phone to order. Toast tab just assigned whatever tip they deemed appropriate. I have been scouring the internet trying to figure out how to change the tip amount. I cannot find anything. The only options Toast has is for businesses that buy their software. NOT for customers of said businesses. And I dont want to do a chargeback with my card company because I want to pay the business. I just dont want ToastTab deciding how much extra I am paying because they close out my tab. While it wont break the bank Im irritated because it feels like my money was stolen.Business Response
Date: 03/31/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/24/2025
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 a few issues with toast, first my issue is with payroll, 'i have used toast payroll and now all of the sudden they have been having issues removing the money from my bank and they bee charging $300 every time i run payroll, i am a small business and cant afford $300, the money is sitting in my bank, this week i emailed toast on thursday when i noticed they had not withdrawn the money for payroll and nothing, they do not reply to any emails, when you call no one has an answer. i recieved an email that i have to wire them the funds plus a $300 so i can unblock my payroll, i have wired the amount for payroll but will not pay the $300. My other problems, i have been calling to negotiate better rates as well as start a 3% charge for credit card for my restaurant only to be told that it cant start until may and also toast will take half of the surcharge, why is toast taking my money when i already pay so much every month? I already started shopping around for other ************ if i dont have the $300 waived and someone calling me with a better rate i will cancel my system and keep this complain because everything ***** i tried doesnt seem to work.Business Response
Date: 03/31/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 04/03/2025
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
Toast has done this to me several times, they send an email and never follow up, I have paid the $300 so I could run payroll this week, I will like my $300 refunded because I emailed and told them I had the money in my account and they said they couldnt withdraw the money and I velei eve the issue is on their end.
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,Giseli
Business Response
Date: 04/10/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/20/2025
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.
From January 24 2025 to January 30 2025, Toast erroneously deposited money from my business into the wrong person's bank account. They admit the fault is theirs through email, but refuse to repay me the money they gave to another person. They refuse to pay me back.Business Response
Date: 03/26/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/19/2025
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.
Order #5 at liquid noise *************************************. I arrived at 5 pm and no order was received. I had to wait 20 more minutes for my food as it was not on their screen. This is all very upsetting and a complete waste of my time.Business Response
Date: 03/20/2025
I do apologize there was an issue with receiving your order. Our best suggestion is providing this feedback to the restaurant themselves. Thank you.Initial Complaint
Date:03/19/2025
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 work at Parlor Doughnuts in ************. I started in 2024. The business was sold to new owners in late 2024. Thus far I have not received a W2. Both the current and previous owners use Toast for payroll and other business functions. When the new owners took over they had all employees set up new credentials in the toast systems. This replaced our prior logins. That is why I cannot access any of my 2024 payroll information. The new owners cannot access it either. The prior owners have been non responsive. I have been unsuccessful contacting Toast to get a replacement W2. They keep steering me back to the owners. The W2 is in the Toast systems. They should be able to send me a copy. I have opened a case number with Toast. The case # is ********. Please assist. I need my W2. Do not want to get in trouble with the ***.Business Response
Date: 03/26/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/18/2025
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 supposed to handle our state and federal taxes for our restaurant. When attempting to renew our liquor license last year we discovered ********************** was not following through on making our quarterly tax payments. They needed an PIN (which our previous payroll company did not) to access the website. They were apparently making payments, but without this pin, the state was not applying their payments. Or something. Im not entirely sure what their issue is or was cause we dont have a dedicated support person. Then they needed a power of attorney. Which we provided. And they still cant get our issue *********** get our taxes settled we had to pay out of our personal bank. We want this money back. And apparently also somehow messed up our IRS Form 940 and we got a letter today saying we owe the *** money.Business Response
Date: 03/19/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.
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