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:02/11/2025
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 TOAST system for my restaurant. I need technical support and all my letters, emails, phone calls go unanswered. Attempts to contact them are fruitless.
Business Response
Date: 02/13/2025
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:02/05/2025
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 has kept our company locked out of the employer accounts and no one is able to access their w2s. Toast has failed to unlock the accounts even after REPEAT calls and emails from employees and our company. They give us deadlines that they will have our accounts accessible and have yet to meet any of the deadlines they give. It is now February and our employees are still being kept from collecting their w2s. Toast has also been trying to withdrawal and charge money that was not in contact with our company.Business Response
Date: 02/06/2025
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:01/29/2025
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 the company that a restaurant I worked for used for their payroll. Toast emailed me on 1/22/25 to let me know my W2 was ready for me to log in and download. However, because the company I worked for closed, my Toast log in isnt working and I dont have access to my W2. I cannot file my tax return. I have spoken to Toast multiple times (6 times today) and Im repeatedly told something differently each time. On the last call, I was told I would be given a temporary log in. This has not happened. Im in need of my W2. This company has it. Please help.Business Response
Date: 02/04/2025
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: 02/04/2025
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 Answered.
I was told on 1/28/24 on the telephone and in email that someone from the tech department would be reaching out to me immediately to provide me with a temporary log in so I can access my W2 Its past close of business on 2/4 I still have not been contacted I need my W2 Toast is still intentionally withholding my information prohibiting me from filing my taxes and receiving my refund
Regards,*******
Business Response
Date: 02/07/2025
The Toast Care team has successfully made contact and offered a resolution to your initial complaint.Initial Complaint
Date:01/27/2025
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 toast POS and they have higher than usual fees. That's not an issue because typically when you pay more you get better service. This is not the ******** of my employees dropped my handheld POS and the screen broke. Not a big deal, I'll pay for the screen repair/replacement. I couldn't not find a repair place locally so I called them to start a repair. They informed me they don't offer repairs or replacement parts.Imagine buying a new cell phone and the screen breaks, you call up the manufacturer and they tell you to buy a new one. This is such a scam! I can't get parts to replace it myself and I can't get them to repair it. It's just a scam they came up with to s**** people out of more money. I do not expect them to eat the cost of a new unit but I also should not have to buy a new unit when my device works fine except the screen is broken. I spoke with a manager and they wouldn't even help with the situation at all. Of course they're not allowed to help because they created these shady business practices deliberately.Business Response
Date: 02/04/2025
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:01/26/2025
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.
This company is withholding my w2 due to an issue they had with the owner of the company i have to file this w2 or I will be penalized by the *** I think it's very unprofessional and childish withholding my personal informationBusiness Response
Date: 02/04/2025
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:01/24/2025
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.
********* ******, our payroll consultant never carried over the payroll reports from our previous provider ******* and now everyone who worked in 2024's W2s are completely wrong. When I emailed him and others, ********* didnt even have the spine to reply to my emails. He has royally screwed me a week away from W2s being due. All employees were notified their W2s were ready to download and turns out theyre all wrong. This man needs to be terminated as it isnt my first issue with him. He single handedly is going to put me out of business. I want to be reimbursed personally for the amount of stress and for the penalties I may incur.Business Response
Date: 01/27/2025
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:01/24/2025
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.
On 1/23/25 I made two calls to support;Case ******** and Case ******** Support in ************* is total waste of time - no help at all.I have bad ***** router, and 2 toast Toast Tap not working.I was able to configure my Netgear router to take over ***** router to keep us working.There is language barrier - they keep saying that they know what to do - They don't.Toast has horrible technical support outside **. Tech support in ** is good but you can't get them.Business Response
Date: 01/29/2025
Thank you for your outreach. A member from our Toast Care team has reached out to you directly to further investigate the complaint.Initial Complaint
Date:01/18/2025
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.
I never used toast why I have balance ?Business Response
Date: 01/22/2025
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:01/16/2025
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 been trying to get my refund for ******************************************** through circles. I have a second case number that doesnt do anything! I have called numerous times! Im very upset! They are not helping me at all! Give me my refund back NOW!!!Business Response
Date: 01/21/2025
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:01/14/2025
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.
I have been using the Toast POS system in four of my restaurants for the last four years, and honestly love the system as it has made day to day work with both customers and employees a more streamlined and less complicated process, allowing me to focus on the business itself. However, when it comes with dealing with Toast directly that is not the case. Currently the *** is requesting important financial documents for an audit and Toast is yet to comply and send us the necessary documents. They will not transfer us to a supervisor and will not send us the needed documents that are a part of the Toast POS system which we pay a lot of money as a part of their service. This should not be the case for a customer who makes ********************** a lot of money yearly on credit card fees among other sources of revenue. We are requesting Toast honor its pledge and work with its customers like ourselves and not make things difficult. The current case numbers with Toast are ********, ********, ********.Business Response
Date: 01/17/2025
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: 01/21/2025
[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,
****** *****
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