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Complaint Details
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Initial Complaint
02/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
MY NAME IS *******************************, OWNER OF ************* ,IN ************************************************************* *****, IN NOVEMBER OF **************************************************** DEC 1ST, 2021, WE CHOSE TOAST AS OUR POS / MERCHANT ACCOUNT HOLDER , EVERYTHING WAS GOOD UNTIL WE RECEIVED THE EQUIPMENT , PAID A CONTRACTOR TO INSTALL THE SYSTEM THAT WAS NOT REALLY FITTED FOR THE *** TO *** / ONLINE AND TABLE SERVICE / WE COULD USE THE PLATFORM DUE TO IT PROBLEMS SINCE THEY INSTALLED IT / TOAST TOOK MORE THAN A MONTH AFTER ME TALKING TO VICE ***************************************** AND OPERATION MANAGER IN ****** (**************) AFTER THEM *****ING MY OPENING ON DEC 1ST THEY SEND A TECH TO FIX PROBLEM, AFTER THE ENTIRE INSTALL AND HAVING PROBLEM WITH SYSTEM ,I ALREADY KNEW IT WAS NOT GOING TO WORK , THEY HAVE A REALLY HARD WAY TO CONTACT THEIR ISSUES , AND THEY JUST PASS ON THE PROBLEM TO THE NEXT DEPARTMENT FOR WEEKS, UNTIL YOU GET A CALL BACK, THATS NOT ALL AFTER THEY SEND TECH TO FIX PROBLEM THEY HAD PROBLEMS ON THE ONLINE PORTAL ONLINE ORDERS/ IT WOULD NEVER SHOW ON THE KITCHEN SCREENS TO MAKE THE FOOD FOR CLIEN / AND WOULD CHARGE CLIENT , AT THIS POINT THE ***** MY OPENING UNTIL DEC 14, IS WHEN WE OPEN DOORS AFTER ALL THE PROBLEMS SINCE *** ONE , AFTER RUNNING SYSTEM 2 WEEKS AND STILL HAVING PROBLEMS , I CONTACTET , ***** THE OPERATION MANAGER TO CANCEL ACCOUNT , HE AGREED OF CANCELING EVRYTHING AND REQUESTED LABELS FOR ME TO SEND BACK ALL THE EQUIPMENT , AND HE DID, BUT IT TOOK 45 ***S TO GET LABELS AND TOAST HAS BEEN STILL CHARGING MY ACCOUNT FOR MONTHLY FEES , AND STILL TO THIS *** AFTER TALKING TO SALES DEPARTMENT AND THEY PASS ON THE PROBLEM TO JUST THE NEXT SUPERVISOR , ON A CALL BACK FOR RESOLUTION , THEY HAVE RECEIVED ALL THE EQUIPMENT / AND STILL CHARGING MY ACCOUNT , AND ALL I WANT IS TO CANCEL ACOUNT AND GIVE BACK MY MONEY WE SPEND ON A BROKEN SYSTEM THAT NEVER WORKED, AND ***** MY OPENING AND COST ME OVER ****K FOR TIME AND MONEYS , THEY HAVE CHARDED MY ACCOUNT $172X3MO,$1900 COSTCustomer response
02/14/2022
[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
02/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Toast consistently bills incorrectly. I file complaint after complaint with our rep and with online agents. It never gets resolved. I shouldn't have to inspect my invoice each month to see what type of fraudulent charges they are taking on each month. I do not have 7 terminals. I have 6. I do not have any handhelds. I've explained this so many times to them. I've never signed up for marketing, loyalty or toast order and pay. But they keep charging.
Business response
02/04/2022
Toast is collaborating with this customer.Initial Complaint
01/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Toast was supposed to handle a problem that I am having with the leasing company. As of today, this issue has gone to collections and Toast has not handled it in any way. They don't even call me back.Business response
01/28/2022
Toast has offered this customer a solution.Customer response
01/28/2022
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.]
No resolution was offered.
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
02/08/2022
Toast has offered this customer a solution.Initial Complaint
01/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired Toast for our business in September for our point of sales. We were not able to use their services because they require Ethernet internet and we are a mobile unit and were not able to have that kind of service. So we started the return/refund process with them on December 13th. We did not receive our return labels until Jan. 5th. It is now the 19th and we have not been refunded. And also no one is answering emails or phone calls.Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased toast equipment with a 2 year warranty on electronics. With this there is a monthly subscriptions for each handheld. During their bank change and update many card readers which we own stopped working.They think that because they are out of warranty there not responsible for causing the issue. There is no upper management or account manager that will even help or call us. We had to purchase all new equipment for five thousand dollars to keep our business running. They also did a software update that was very important to us during thanksgiving and removed the server sales reports because they thought it was not necessary.They are responsible to fix there equipment and put back the reports we signed up for.Business response
01/24/2022
Toast is collaborating with this customer.Initial Complaint
01/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order online for a pizza. Toast handled the transaction and sent me an email saying the pizza would be ready in 3 days because the restaurant is closed. Since Toast does not offer order cancelation electronically, I called them to cancel and get my money back. I was on the phone, most of the time on hold for over 40 minutes. The customer service lady was very nice, but management refused to take my call. They said they won't reverse my payment or cancel my order until the restaurant opens back up, which I assume is in 3 days since that's when I was told my order would be ready. I called the restaurant and they are closed. I find it unacceptable that Toast is refusing to help me and refused to let me speak to a manger. The customer service agent I spoke to was in communication with her manager, but the manager refused to talk to me. All this over a $12 order.Business response
01/11/2022
Toast has offered this customer a solution.Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a pos system from this company, I did not end up needing it so they accepted my return and has been about 4 months now and still no refund. I have spent countless hours on the phone with toast to get this resolved to no resolution. I have been promised by many employees this would be resolved and then I don't hear from them. They even provided the return labels for the items back in June and they were used for the refund.Business response
01/11/2022
Toast has offered this customer a solution.Customer response
01/18/2022
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.
They have not reached out via email or phone to have this resolved, it has been over 5 months and I would just like my refund.
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
01/28/2022
Toast has offered this customer a solution.Customer response
01/31/2022
They have been in contact finally and I am working with them to get this resolved, but they have not done so yet
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,****
Business response
02/01/2022
Toast has offered this customer a solution.Initial Complaint
12/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I can not cancel the account with them, they will not return my calls, I can not get through to anyone, I have been hung up on by their customer service team over seas numerous times, they continue to charge me relentlessly and I have no way to cancel online or over the phone. This company is a SCAM. I have not operated at my old location for months and they continue to charge me.Business response
01/03/2022
We are working with this customer to come to a resolution.Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/23/2021 I purchased a restaurant system from Toast POS. After doing so I contacted them wishing to cancel the order. I was made aware that the order was canceled on 11/29/2021 and that a refund would be issued. It is now 12/20/2021 I have waited the time they stated it would take and still have not received my refund in the amount of $224.29.Business response
12/27/2021
Toast has offered this customer a solution.Customer response
12/27/2021
[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
12/13/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Fradulent activity occurred on my account and they refuse to acknowledge! Ive been paying hundreds and hundreds of dollars and they are refusing to refund me the money that is owed to me. This is theft! I am the owner of this business and I am not sure who allows this to authorize any of these transactions! They said they would look into it its been a week and of course I hear nothing! You cant charge anyone for services that were not authorized!Business response
12/20/2021
We are currently working with the customer to resolve this matter.
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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.