Complaints

The 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:03/31/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint against TouchBistro due to deceptive sales tactics, misrepresentation of services, and unethical contract enforcement. We were led to believe there was no contractual obligation when signing up for their point-of-sale system, only to later discover that we were bound by a contract never fully disclosed.During the sales process, our representative assured us that their system was easy to use and comparable to other industry leaders. However, upon moving forward, we found their services to be misleading, lacking the promised support, and requiring us to complete the entire setup process independently. Recognizing these issues early on, we attempted to cancel before the system went live, but our requests were ignored until after the system was activated.We were met with an outrageous termination fee of $17,000 when we reiterated our desire to cancel. Given that we have never actively used the system and have had no follow-up support from TouchBistro, it is alarming that a point-of-sale provider would not recognize these red flags and attempt to resolve the situation fairly. A reputable company should ensure its clients are satisfied and properly supported rather than locking them into costly, unjust contracts.Additionally, we have been paying $285.16 per month since October 2024, despite not using the system. We were recently charged a $350 non-processing fee that we were never informed would be applied. These ongoing charges for a service we do not use further highlight the unjust nature of our situation.We demand an immediate termination of our contract without any further financial penalties. We refuse to pay $17,000 for a system we were misled into agreeing to and have never used. Furthermore, we request a full refund of the $1,710.96 we have paid for services that were never rendered. We expect a fair resolution with the BBBs assistance. We appreciate your prompt attention and look forward to your response.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  They keep taking ach from account when it was to have stopped a year ago. They stopped taking payment out last year when we had issues with them. Then all of a sudden the stated this ach up again the end of February 2025. There has been 2 payments of $327 taken out so far. The company is a scam. We were not in any current contract with them either

  Customer Answer

  Date: 04/20/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  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 was courted by their sales team, ****, in September, as I did my due diligence on purchasing this establishment. I gave a full detailed description of the services and equipment I sought to be successful in running the coffee shop / bar. I engaged in a contract. When the equipment came it was clearly NOT what had been described or what would assist me in our operations. I had to pay $1,600+ out of pocket for the equipment. I have NEVER used the equipment. I never received training. I never utilized the system. I continually wrote to them, texted and called about the situation. I have evidence to this effect for about at least one dozen or more times. No one ever responded. Now they are charging me $185 a month on the credit card I had to use to pay for the equipment I will never use! I disputed the charge and they provided a report where they blatantly lied within the document that they were working with me but there was no way I was allowed to cancel services for 2 years. I will provide the document herein. These facts are false--additionally, they allege they provided me deep discounts for the equipment. I haven't even touched it and would gladly return it. However, the discounts were not deep for the equipment. And again, I paid out of pocket already for that equipment. I am not utilizing any service from them whatsoever. I have already lost that money and don't expect it to be returned. But, to be charged monthly for something that I am not receiving is egregious. I am a small business and now must pay for an attorney if this isn't resolved. My husband is also active-duty military serving at the ************** (******* 29 years). This really is a hardship on us. :(They say I owe $12K!!!!! Again, I have NEVER used this service--haven't touched any of the equipment and would gladly return it! The attached report to **************** is completely fabricated-an outright lie.

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 attempting to cancel my subscription with TouchBistro since 2022. Despite multiple attempts to contact the account executive and support teams, I never received a response, leaving me no choice but to continue paying for the subscription until the end of the initial contract period.Since the contract ended, I have contacted TouchBistro numerous times through various channels, including opening support cases (most recently Case #********), but my credit card has continued to be charged without my authorization since August 2024.Despite my efforts to resolve this matter, including requesting a cancellation and refund for unauthorized charges, I have received no resolution or meaningful communication from TouchBistro. I have since reported the charges to my credit card provider, ****************, and requested a block on further transactions.I am seeking a resolution that includes the immediate cancellation of my subscription, a full refund of all unauthorized charges since the end of my contract, and an acknowledgment of the inconvenience caused by their lack of responsiveness and professionalism.TouchBistros failure to address this issue has caused unnecessary stress and financial burden, and I am now escalating my complaint to the BBB in hopes of resolving this matter promptly.

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Touch Bistro offers a POS system, Point of Sale System for restaurants. The license renews every year and is $5,100 plus many other fees that they charge monthly. We have had many problems with the system and have lost many transactions because of it. Every time there is a mandatory automatic update there are bugs and we are not able to complete transactions or the transaction just disappears from our POS and there is no way to retrieve them. In one night alone we lost over $2000 that they promised would be taken off the renewal but of course they did not. Every time you call them they tell you they will create a ticket and someone will get back to you in 1 to 2 business days but they never do and this goes on and on. We informed them that we are canceling our service 4 months before the renewal date. There was no activity on the system and knowing the company we made sure we contacted them by email and by phone and documented everything. And they told us everything is fine and we are creating a ticket and so on. We contacted them every other day for 4 months that we canceled and not to renew. And then they charged us $5,100 anyway and an additional $1,550 which we do not even know what that was for.We contacted our bank and credit company to make sure a stop was put on all their charges and are disputing them. But this could go on for many more months.I urge all restaurant owners not to use this company and we hope to be credited back all the charges for a service we canceled and are not using.Please help us resolve this issue and warn other businesses.Thank you

  Customer Answer

  Date: 01/04/2025

  At this time, I have not been contacted directly by TouchBistro USA Inc. regarding complaint ID ********,  my complaint has NOT been resolved because:

  [Your Answer Here]

  They have not contacted me or resolved the issue . They have no costumer service and just take money from our account with no explanation and refuse to confirm our cancellation. This is part of their system. We were forced to cancel our credit cards so no more fraudulent debits would be taken out. They will not likely respond to you either.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ********** **************

• Initial Complaint

  Date:11/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  ************ engaged in shady business with me early on as their POS system did not work as advertised but they locked me into a contract and had sent me hardware which they would not accept back. They are charging me $88/month and refuse to send me a list of what is actually owed still or a copy of my contract. No accountability.I need someone to contact me with information of how much I am legally obligated to pay them out of so I can get out of the subscription service but they offer no options to leave the subscription service so I have no idea if I am all payed up or not and they won't let me leave and keep charging me. I've tried to dispute the charges to no avail with my credit card company.I need a refund for overpayments that may have accrued as well as a detailed breakdown of what has been charged and for what.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Stay away from this company! Once you sign their contract there's no way out. Even if you tell them not to auto renew your contract, they will renew it for another term and then threaten to send to collections if you don't pay. If you cancel make sure you do it in writing and ask them to note it in their log of interactions. Software and equipment never worked as it should have.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last year, my mothers husband died and she needed help with her flea market restaurant, So I stepped in. Her health started to fail and she was hospitalized twice. The second hospitalization, she died. It was all very traumatic. Trying to streamline her business I recommended a touch POS system And remembering Touch Bistro from my days of waiting tables, I contacted them. I was upfront about being unsure. My sales person was very talkative and very friendly. I was very difficult to get a hold of because of my schedule and being completely overwhelmed with this new restaurant and my personal career and my family. I was clearly not of sound mind. They quoted some great numbers for equipment, had me install Spectrum broadband wireless, And pushed me to get the contract signed before the end of the month so I could get these deep discounts. We made the decision and I did it, Then they never could get a hold of me to upload the menu, So it went no further than this. I received the equipment and it is still in the boxes six months later. A month after signing that contract, we made the difficult decision to close the restaurant. We just couldnt afford to keep it open. I told my sales person, he indicated he was sorry and said he would do everything he could to help me. I thought the matter was settled. I discovered two weeks ago that I am still being billed almost $200 a month per the contract for services Ive never ever used. When I contacted the company to Address it, they said they expect me to finish the terms of my contract. I was pushed into signing at a moment of extreme vulnerability after my mothers death, And now Im locked into a contract that I cannot afford, and it is literally taking food out of my childrens mouths. We are barely surviving, And this company doesnt care. This is morally and ethically wrong.

• Initial Complaint

  Date:09/03/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Touch Bistro is trying to charge almost $30,000 for services never rendered. No hardware, software, training or any items were provided by the company at any point. They produced a contract signed by a manager that was dismissed. Touch Bistro never tried to contact the business in any way, only emailing and calling the dismissed employee's personal cell phone. Then sent an invoice to collections without sending any mail to the physical address of the business or calling the business phone.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Upon researching Point of **** services for my business I was presented with an offer from Touch Bistro. While making this decision I was contacted by the sales *** multiple times at all hours of the day. She promised me setup, technical support , paper supplies, just to name a few. Upon receiving the equipment I was told that nobody would be coming to set it up. In the meantime, we tried everything on our end even as much as having our utilities changed to support running the new equipment and still failed! The sales *** refuses to take any phone calls to rectify the situation. Ive tried multiple times to return the equipment, I was told I would be sent a return ship label and never received. Dealing with touch Bistro had been a nightmare to say the least, their customer service is terrible. They have lived up to no end of their agreement. They are now billing us for equipment charges that we cannot use I greatly appreciate any help that you can give me in resolving this matter.