ComplaintsforTouchBistro USA Inc.
Point of Sale Systems
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
After using them as my POS provider for 2 years, I was not happy and in March I called their customer serv, notified them I was discontinuing their service. I was told their billing **** would contact me. A month goes by, and they charged me for monthly fees $190 and $205. I started a complaint & got a reference # ******** in early Apr. You can't call their billing ****. You have to call tech support. In May I was charged again. So, I called again on Jun 7. Again, had to talk to their tech support and was told the billing **** would contact me. I don't hear from them, so I call again on Jun 24 to complain. Finally on Jun 25 I get an email from billing saying I still have months on my term. They didn't give any details I asked to see a copy of the term and got no response. I assume there is clause that you are automatically signed up for a year, but if that's the case that is shady. But this company just continues to charge me $395 a month without providing any detailed explanation. I would never refer this company. Their POS is subpar and their customer service and business practices are terrible.Initial Complaint
07/26/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Hello,We are having an issue with our point of sale system provider. We entered a contract in April of 2023. During this time the amount of sales tax that needs to be collected is not calculated correctly. Every month we are continually not collecting enough and we have to pay the difference to CDTFA out of our pocket. We have contacted Touch Bistro Support more than once regarding this issue. Most recently on 7/5/24 (case number ********) I called back on 7/12/24 and again today 7/24/24 to get an update. As of today they still have no answers. I cannot afford to keep paying the difference out of my pocket and still have no answers. I also contacted them to speak to customer care on 6/28/24 and asked them to talk to them again today. I received the same answer on both occasions, "someone will reach out to you". To date, I have not heard or spoken to anyone. I would like to get out of our contract ASAP.Customer response
08/21/2024
Better Business Bureau:
At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.
Sincerely,
****************************************Initial Complaint
06/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In April 2024, I called Touchbistro to cancel the reservation service application I was using from them for my business (Flight Plan Wine and Tapas, ***********************************************************************************************************). Case number ******** was opened by Touchbistro. I decided to switch to another application, OpenTable. The service from Touchbistro was month to month, and there was no contract, I called them two weeks before the next bill was to arrive via email. In mid-May they continued to bill me for the service, and I called them immediately. After two additional weeks, no action was taken, I called again and was given a second case number ********. In June, I called a fourth time and they said their accounting department would take care of it and give me a refund. On June 18th, I was billed again for a service I no longer use or want. I called them a fifth time to tell them and ask why they continue to bill me when I already cancelled in April. Their customer service has no idea and I cannot get answers,Customer response
07/16/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding TouchBistro USA Inc. has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I contracted with Touchbistro to be my POS provider for my restaurant in November 2023. The agreement included a promotion of equipment and the contractual obligation to use their payment provider WePay (owned by *****). Sometime in early 2024, they switched payment processor to a different company, and asked me to sign an docusign with the change. Reading through the document, it included a number of new terms I didn't agree with (like them being able to raise my rates as their sole discretion). So I asked them to either keep WePay as my payment processor (per our original contract), or refund me my deposit. Upon speaking with their ************************* They told me they are unwilling to cancel my contract and refund me amount, I either needed to pay 5k for a contract buyout. Or pay my subscription of $140 for the remainder of my 2 year term. At this point I haven't received any equipment of services from them yet. I simply ask that they cancel my contract and refund me the 350 USD deposit I have paid.Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
04/26/2023 to 05/04/2023 ************ used TouchBistro before the combination of issues forced us to swap back to Square. We worked with the TouchBistro team through extensive onboarding and launch. We worked with them on customizations for their software daily during that week to try to make it work. Our customers were VERY upset and hated the process. It took longer to process transcations and we were losing money and business. We expressed all this to TouchBistro and they couldn't help us other than hours and hours of modifications. We are a basic coffee shop with no strange order of operations. We couldn't keep losing money each day so we went back to Square. TouchBistro wouldn't take their equipment back and wouldn't stop the service. We have been turned over to ********, *******, and ***** and they are trying to collect $14,554.48 though the service never worked for us, we attempted everything that we could, and we tried to return the hardware.Customer response
05/21/2024
Better Business Bureau:
At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.
Sincerely,
*******************************Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Upon the first interaction with Touch Bistro in January 24, 2024, I was promised to have my POS installed within a week and a half so I decided to give them a try. After zooming with the next level representative to set things up on January 30, 2024, she assured me there was no way for them to possibly have me set up that quick. At this point, I had already given them my banking info for the deposit, and needed to cancel all transactions. She verbalized that she would begin the cancellation process and I would receive a refund for my deposit of $251.71. I still have not received it. Fast forward to March 1st and Touch Bistro takes $148.84 from my account. I never received any equipment or services from them and they have not refunded any of this money back to me. Everytime I call their customer service number, they tell me someone will call me back within 48 hours and no one calls. If I ask for a billing department, they tell me their billing department does not have a direct phone line for them to transfer to. The last thing they told me March 4th was that the refund has been processed. I have not received any of my money back.Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed up for *** services from Touchbistro. In early December 2023, I Signed a 2 year contract, paid upfront costs of $700+ for delivery and fees and was told their monthly services would be $89 x 2 operating licenses with all the *** hardware and operating systems required for both of my locations. My *** equipment was supposed to be delivered by to me within a months time. And that my go live date would be January 29th latest. I was not supposed to get charged for monthly fees until 1) my equipment shipped, or 2) my live date at of January 29th if I had my equipment on hand. I have not received equipment, they have delayed my go live date, and on top of that they have charged me 2 months of fees for which they were not supposed to charge me and I have emails from their team. They claim they will contact me and never do, instead they keep threathjng me that I cannot cancel my contract because its for 24months. Meanwhile I have no equipment. I asked for a refund and cancellation of their services and they keep threathjng me with having to give up the $700+ I paid upfront plus pay the monthly fees for buying out the contract. A contract which they have not abide by.Customer response
02/27/2024
At this time, I have been contacted directly by TouchBistro USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
I have not received a follow up email in over 4 weeks, to confirm that they have officially cancelled and refunded the amounts that I pre paid which equaled to more than $1,000 USD.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**************************************
Customer response
04/03/2024
Better Business Bureau:
At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.
Sincerely,
**************************************Initial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are a current customer of ******************** and are canceling our contract. The initial contract was signed on 4/1/2020. Our "go live" date was 4/21/2020. A customer care rep for the company is trying to tell me our 12 month contract ends on 6/30 because that is the date that we were billed. the contract specially says that the contract start date is the go live date. The initial contract was 24 months and then it auto renewed every 12 months. I believe Touchbistro is intentionally trying to deceive us with the contract end date for their financial gain because we are canceling our contract. It is very possible they do this to other canceling customers. The representative named **** is not willing to provide us with his manager's contact information and we were told the customer care department will not take incoming calls. What kind of company is this? We are a customer and they will not take an incoming call from us? We have to sit here and wait until someone decides to call us back?Customer response
02/16/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding TouchBistro USA Inc. has been resolved. The business has contacted me and resolved my issue.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************Initial Complaint
12/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
They are refusing to give me a merchant statement. I have called over a dozen times and they either play dumb or tell me a supervisor will call me in 48 hours and they never do. They send me to a cloud account and all the reports on there I can possible pull conveniently leave off the fees they charge.Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The gradually accelerating deterioration of Touchbistro's software used to be one of those things that was essentially tolerable; it was sorta cheap and sorta easy to use, so you would just ignore it and hope for them to someday get their act together. Nowadays these issues are increasingly financially costly. Credit card transactions (or just the tips) sometimes don't get captured. Other times entire transactions are actually captured but cannot be found in the **** Payment voids and refunds often work, although sometimes they just spin endlessly or the app crashes and one has to phone them and open a support ticket to find out (within a few days) if the transaction completed or not. With this last payrolll run TB randomly "forgot" the employee clockout times for a few dozen shifts over the course of a few days. They are unique among POS providers in that they have an extremely dysfunctional relationship with their in-house payments processor, Chase WePay, to the extent that the TB payments support people are unable to even call them on the phone- nor can they provide monthly processing statements, rather they give you a vaguely detailed CSV download from which you have to calculate the number yourself. Since late 2020 there has been some new time-and-or-money-consuming failure every couple weeks. I can't continue to run my business like this but I'm also apparently contractually bound for another year with a POS provider who has consistently failed to provide me a usable product. I don't even want my money back; I just want to be free of this pestilence.
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Customer Complaints Summary
40 total complaints in the last 3 years.
24 complaints closed in the last 12 months.