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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This complaint is specifically for TOAST PAYROLL. As of yet, I have no complaints about Toast POS, only their ******* services which are an add-on service. Their communication with their customers is pretty much non-existent. I have sent several emails to them and have not received responses. This is very typical of them. If you call their customer service number, the poor **** are unable to help you because no one "behind the scenes" provide accurate or sufficient information. It is not the customer service **** ****** I spoke with someone for 2 hours and was not able to get my issues resolved and even he was getting frustrated that he could not get a response from their "banking team" or "payroll specialists. Toast ******* imposed a Monday deadline for me to post my company's payroll but did not inform me until Wednesday which is 2 days after. I of course "missed" their impossible deadline. This caused a lot of confusion with when money would be deducted from my account and they ended up revoking access to their platform, charging me an addition $300 fee AS WELL AS holding onto almost $3000 worth of direct deposits that were supposed to be distributed to my employees on pay day. They REFUSED to distribute the funds even though they were already debited from my business account and Toast was in possession of it. I was not able to get a straight answer from them about why this occurred or why I was being charged additional fees even though this was an error on their part. I inquired about whether or not this fee can be reversed (I ended up having to pay it before they agreed to release direct deposits to my employees, which they did 2 business days after it was expected to go out). I also asked if I would incur any fees when I decide to cancel my contract with them. Its been radio silence from them. I am so fed up with how they treat their smaller restaurant customers. They charge ridiculous fees and do not communicate.
Business response
08/14/2024
Toast is collaborating with this customer.Initial Complaint
07/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered from a restaurant through Toast with pick up. There was no restaurant at the address and the phone for the restaurant didn't work. I contacted Toast to cancel the transaction and they said it's not their problem, they aren't responsible for any of the restaurants they represent, and I had to contact the restaurant...which isn't there...This is fraud.Business response
07/30/2024
Toast is collaborating with this customer.Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I first placed an order through Toast local (no delivery fee) but charged $7.50. I verified my order before clicking Place Order. The order was completely incorrect. I called the restaurant, they couldnt help me. I called Toast, was told to call the restaurant. I didnt even receive a receipt for the first order. I reordered through Door Dash but it flipped to Toast. I had a gift card and input the number. It was accepted before I placed the order. Then, I actually DID receive an email receipt for the second order but I was charged full price without the gift card!!! I was charged TWO DELIVERY FEES $15 and had to pay for a tip TWICE! When the second order was delivered IT WAS WRONG!! For what I paid,, my husband and I couldve gone out for a steak dinner!! This is a complete scam. The higher star reviews are fake! Every single review Ive read gave 1 star for the exact same thing.Business response
07/29/2024
Toast is collaborating with this customer.Customer response
08/14/2024
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 corresponded with the business but have yet to hear from them.
Business response
08/14/2024
Toast has offered this customer a solution.Customer response
08/19/2024
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 did not receive a solution from the business Toast, Inc. and therefore unable to accept.
The last email I received, if this is what theyre referring to, told me to contact their business partner. Ive received numerous emails suggesting I contact the restaurant. I did contact the restaurant. They told me to contact Toast *** because the order is placed through Toast, Inc. This repeated back and forth is unacceptable. Again, my order was placed through Toast ***** I paid for my order through Toast ***. This is my complaint - Toast refuses to assist me. Their suggestion is that I take care of this issue myself which is unacceptable. I placed the order through Toast, Toast took my cash payment and sent my order through THEIR website. The constant pawning me off is not a solution, most definitely isnt an acceptable solution. I indicated in my complaint what i felt was a fair solution but keep getting the brush-off from Toast *** telling me to contact the restaurant.THIS is not acceptable as my complaint isnt with them but with Toast *** for the reasons mentioned above. Theyre telling BBB that theyve offered me, the consumer, a solution - suggesting that I take care of it myself is the only solution /suggestion Ive received from Toast ***. This is actually part of my complaint - that Toast *** refuses to take responsibility for their actions. For some reason, they keep telling you at the BBB that theyve offered a solution. Eh. Wrong answer. Toast *** has yet to offer a feasible solution, they just keep telling the BBB that they have - which is to take care of it myself. Eh. Wrong answer - again.
I have supplied all requested receipts /transactions regarding this complaint. Im more than happy to provide them again. As of this email to BBB, there is no resolution to the complaint I have filed against them - Toast ***..
Business response
09/12/2024
Toast has offered this customer a solution.Customer response
09/12/2024
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
07/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On July 3rd I placed an order on Toast for Bonnies Grille. This restaurant delivered chicken to me that was covered in sauce and severely undercooked. The sandwich I ordered was not as described on the menu, was disgusting and served with withered, wet and cooked lettuce and tomato and covered in so much cheese, the grease had soaked the bread completely. It was not cheese steak either. Both items were not cooked properly and I was sick for 2-3 days and certainly unable to have a holiday. I have repeatedly asked for a supervisor to get involved, which the representative has refused to do. I have also repeatedly called (at least 10x) the restaurant. They always claim that the manager is not there, which I do not believe, but he will not call me back nor will he come to the phone. I will need a full refund of this order. And I will not be utilizing Toast any longer with these **** poor customer service issues.Business response
07/17/2024
Toast is collaborating with this customer.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a former customer of ********************** which was our Point of Sale system and **************** My business closed May of 2024, permanently. Toast was notified and our closure was noted. They stated they would handle our company W2s and our W3. Mid-January of 2024 I realized that I had not received my W3 so my business partner who was in charge of Payroll reached out. They said they notified us that they wouldn't do it last summer. We didn't get any messages as our business was closed. They had my business partner's phone number but didn't call to follow-up despite getting the email bounced back. We told them that we just wanted our data so we could find someone else to provide this even though we paid for them to do it. We called or emailed weekly to get this elevated to the right person and finally on/around April 14th they said they would release our data to us, but then they did not. We have since started the process over with them and it's not going anywhere. I strongly feel that they should still provide us with our tax info and not just give us our data. They definitely still have it as they have just recently filled Q2 for 2023 payroll taxes. I just need our documents so my previous employees and I can do our taxes. I can send you the emails I have from last year if someone could email me and my previous business partner can forward you what emails we have from this year.Business response
07/09/2024
Toast is collaborating with this customer.Customer response
07/12/2024
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.
There is no resolution as of yet. They are still sorting out what happened which is what they do every time we've opened a case with them to get this resolved. The person assigned to my case has been very forthcoming and communicative so I remain hopeful that they will fulfill their obligations. I would like to keep this case opened until I have some sort of resolution and proof that they have actually completed the work they said they would do.
FAQ
Regards,Keely
Business response
07/29/2024
Toast is collaborating with this customer.Customer response
07/30/2024
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.
Although the customer experience person that is handling my issue has been helpful, the other members assigned to my case have refused to supply my w2s still and told me to do so myself because they terminated my account. They gave me overwhelming and complicated instructions on how to find the data and said that it is now available to me. We are back to where we started.
[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,Keely
Business response
08/14/2024
Toast has offered this customer a solution.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Toast **** has been charging my business 501$ a month it has got all the way up to 3600$. They keep telling me they are going to resolve the issue and send my money back. Told me it would take two billing cycles to get my money back. I waited the 2 billing cycles and still havent got my money. I was told they were goin to delete my bank info and they still have not. I looked at my account again after they told me they will refund my money never got it and also charged me again Im seeking help I dont have to have to sue the company.Business response
08/09/2024
Toast is collaborating with this customer.Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I emailed toast to remove XTRA Chef from my account at my restaurant, i emailed back in august and was told it would be removed. I have since been charged and they have not removed it. 10 months of $179 charges i will like that money back or in a form of a credit. Bellow are the emails. From: CX ServiceBusiness response
06/27/2024
Toast is collaborating with this customer.Customer response
07/02/2024
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 ********************************* has failed to contact me, they have not called or tried to fix the issue yet. they have been overcharging me $179 since august 2023
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
07/16/2024
Toast is collaborating with this customer.Customer response
07/17/2024
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 business offered one month of credit, they have been charging me for 10 months, I canceled the service on August of ************************************ June of 2024, I should be receiving 10 months of credit not one month, also toast has not called me only sent emails
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
Initial Complaint
06/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Scam text or random text.Business response
06/18/2024
Toast is collaborating with this customer.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Been trying for6 weeks to replace a new POS system. I only get the call center with promises it has been escalated to no avail.My systems were bought new in Oct 2023 but, are now down. I have spent over 10 hrs on the phone trying to correct to no avail!!!Business response
06/20/2024
Toast is collaborating with this customer.Initial Complaint
06/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am waiting on a refund and for the to sen me ***** labels to return their hardware. It's been months and they can't send something as simple as ***** labels Terrible customer serviceBusiness response
06/20/2024
Toast is collaborating with this customer.Customer response
06/20/2024
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.I have emailed 3 times with no response. I spent 45 minutes on the phone yesterday with no resolution regarding my refund. They could not connect me with the department that handles refunds because that department only communicates via email. I was told 3 weeks for my refund. It has been 3 weeks and they told me yesterday that it could take 60 90 days. I have 2 emails stating 3 weeks from their customer service team. This issue has not been resolved and they are NOT "communicating with the customer."
FAQ
Regards,Matt
Business response
07/03/2024
Toast has offered this customer a solution.Customer response
08/06/2024
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 need to reopen this case. They are still taking money out of my account even though we have cancelled our contract.
Business response
08/14/2024
Toast is collaborating with this customer.Customer response
08/14/2024
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.
They did refund the latest money they took out of my account. They could not give me an answer as to why, even though the contract wasterminated months ago they still took money out of my accounts. I don't have any assurances that this will not happen again. That is why I am rejecting their response only to keep this case open for another month to see if it happens again.
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,Matt
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Get a QuoteCustomer Complaints Summary
231 total complaints in the last 3 years.
74 complaints closed in the last 12 months.