ComplaintsforTouchBistro USA Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We signed with Touchbistro for our brewery in April. We were guaranteed the system could go paperless, swipe a credit card to start a tab, tip and sign on the device, as well as we were told they had the capability of producing digital menus. We installed our hardware Saturday, July 29th, I had onboarding on Monday, July 31st. This was when I was fully able to see the system's capability. The technician knew my request to be able to swipe a card to start a tab and have paperless checkout. When I asked about this the response was I will send you directions. On Monday afternoon I received the directions, they stated paperless was not an option if you wanted to swipe the card to start a tab. I emailed the technician on August 1st requesting clarification and help to see if there was a work around. She responded on August 1st that she would look into it with her team. We heard back from her at the end of that day stating the only options were if we wanted to swipe to start a tab we needed to use paper or we could swipe and hold the credit cards behind the bar. We made the determination on August 2nd we could not use this company due to the fact the system could not do what they promised us it could do. I requested to terminate and send the equipment back. I was told I would hear from someone. I followed up on August 3rd with no response. Today, we heard from Touch Bistro stating that they were going to try to work on it. We are 9 days from our business opening, without a POS system. As we were speaking to the company tonight we felt we would be able to resolve this issue. However we were met with threats of breaking contract (we have to buy them out), and told there is no solution to our problem. The message we received was there is no solution to the problem currently but we signed the contract. We understand a contract was signed but we want to send the equipment back as it was received and terminate service without penalty.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The business was not supportive to my multiple attempts to correct the error. They did not provide the proper equiptment and was unresponsive to my previous inquiries. Starting when the equiptment was rrecieved. I was forgotten and not followed up with, it was like pulling teeth to get somebody to help me to be passed along and then eventually hung up. The contract they say is nonrefundable. But they made an issue with my software within the sales. So the contract in my eyes should be null and void. This agreement isnt the agreement of what I had even requested to have for our restaurant. Not once had touch bistro reached out with their customer service representative to correct the error. I feel as if they trick the customer to believing the deal is great and once they have everything signed and your hardware sent youre unable to resend it back. The only resolution I am looking for is to void our current agreement which hasnt been fully completed for we arent even open yet. We are wanting the refund and to send back every piece of equiptment they sent us. I can not say that the equiptment is in original boxes for the printers due to trying to set them up myself since I was not able to get a hardware installation call and realized that the order in itself is not even correct. I feel they have not held their end of the deal and if legal action is needed to fix this issues then we are ready to seek legal representation to do so. We are going with a different service and do not want anything at touch bistro besides our contract nullified and our money we had originally spent to get the hardware and lousy customer service.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company promises many things, but none if it is true. I was told I can access everything I need from this POS system from home, and it was a complete lie, and they have it on a recording. Also, it is a complete faulty system that takes days to fix with new problems arising everyday. I have another POS system in my other restaurant and I was told this system matches up and was completely comparable, which is a boldface lie.This company promised smooth onboarding, then left us alone to figure it all out.My credit cards payments ( from the customers, my income) were being sent to the wrong account- and I had to figure out what was going on by myself with very little help from TouchBistro.When I asked to talk to management in customer service- it took over 60 days for them to get back to me - but they take my money daily.When there is a problem, it's a minimum of 45 minute hold time (while my restaurant and service is being effected) and when you finally get them on the phone it always disconnects. They promise to call if it diconnects, and never do.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  7/26/2021 signed contract with company. Paid $2637.90 + $449.50 total. Overcharged $1,000 with written proof admitting fault and confirmation of agreement to refund. Agreed upon menu services/ installation and hardware delivery not completed within agreed upon time. Wrongfully charged $449.50 for services not rendered. Proof of dispute and agreement to refund. Record of 4 cases of employees admitting to insubordination. Threatened with voided contract by professional services. 4 months with no service, POS not even ready to install, Proof of breach of contract and verbal agreement (8)False advertising Unauthorized transaction Claims and Defenses process followed Fraudulent behavior Resolution attempts repeatedly repudiated Record of refusal to escalate

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the beginning of 2022 I was in the process of opening my own Coffee Shop and was researching POS systems and contacted TouchBistro to gather information and at that point I felt extremely pressured to sign up with them and they gave so many discounts (as they said) and how they were going to help me and all these advantages I was going to get from the company. As it was getting closer to opening I was contacting **** (which took me a while to even find who my direct contact was) my direct contact with TouchBistro and what I needed to do since I started with their company months before opening. He said I needed to send my menu and they could start setting it up, well I sent it (the menu) to him 5 hours after he said I would have to start setting up myself if I didn't get it to him. I waited 5 days until I emailed him to get an update and at that point the emails were being sent back, I decided to call the ***** number and at that point I was told he was no longer with the company and many hours later after complaining I got an email from someone that was going to take over and was essentially told I needed to start over and after I told him I did not have time to start over and I had to find a different company that was able to get me set up immediately I was then told I needed to pay them almost $5,000 for something they NEVER did or said they were going to provide. I never downloaded the software, never used the software and now they are saying I was at fault and I am obligated to pay for something I never used. This is the worst company I have ever worked with and will make sure to spread the word.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  With TouchBistro I ended up soliciting a service and then after the service cannot be rendered TouchBistro and its representatives has failed to be able to remove me from collection they are representation has put me in a debt when the equipment was not being able to be utilized equipment cannot be used and I repeated it this information to the representative Failed to acknowledge the fact that equipment was not be able to be utilized heathen forest and said that I am forced to stay in the contract and have an equipment that does not work

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We are a bar and bistro and contracted a service with TouchBistro, a *** company, and since the beginning of our service have had issues with the system. Such as, their credit card terminal failing on three occasions, system freezing ** in the middle of the orders, items erasing randomly, items on tickets not printing randomly, modifiers disappearing from our menu, and more smaller issues as well. We went live on 7/29/21. The first concern started when we didnt get the promised TV monitor setup for the kitchen. We received and email on 3/18 on how to set it up and on the same day we get an email saying Apologies for the confusion. {} we have stopped supporting the ****************** as of Feb 18th, 2022. {} TouchBistro has discontinued that service. So I requested a partial refund on 4/19th for this via email. No answer has been given me on this request. ?Second issue was the credit card terminals. We experienced issues on three occasions. Granted, they sent out a new unit each time. However, during the processing and shipping time, we could not use the register for credit cards and this created long lines and wait time for our patrons. The third and most outstanding issue is the problems with the *** itself. Our communications have been via email on 4/18, 4/14, 4/17, 4/19, 4/21, 4/22, 4/24, 4/27, 4/30, 5/9, 5/13, and 5/22. At this point the losses I was experiencing because of the many refunds on items that didnt end ** printing in the kitchen and the bad reviews from angry customers was more of an expense to me that what the service was even worth so I asked for a full refund. The communication via phone, in addition to the emails, was very time consuming and also ineffective. I called on 4/14, 4/17, 4/18, 4/20, 4/27, 5/4, 5/13 and 5/26. They tried to help with screen sharing, resetting and syncing the dashboards, having me send in copies of the menu, and sending all this information to a Hardware Team. However, still no fix! I need this resolved.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Our family owns a small restaurant in *********, *******, named "*********************". On December 13th we began using Touchbistro's Point of **** services. Since that time, on at least 11 different occasions, the system has crashed and become disconnected from Touchbistro's server, and we have had to call technical support to have the issue fixed, which takes ***** minutes. During those periods we are unable to place food orders or take customer payments - this is very bad for a restaurant. I have requested advanced support 7 times. Nobody from Touchbistro has ever called to try to help resolve this continuous issue. Nobody has ever emailed, or mailed, or reached out to help resolve this issue. This issue is still happening - we lose connectivity almost daily.Because the system does not function and Touchbistro has not attempted to resolve the issue (aside from triage through tech support) I have requested that Touchbistro refund the remaining period of service. We prepaid for a year, and we need to switch to a different service provider in order to keep our business running.

  Customer response

  03/02/2022

  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

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The *** system allows anyone who wants to view the total sales of the current day. This has cost me financially through employees monitoring the daily sales and wanting more wage money. This is confidential and private information and I don't want my employees or anyone else for that matter viewing this sensitive information. I have repeatedly asked this company for months to help me fix this issue and they have not called me back EVERY single time I have called them regarding this matter. They give me empty promises of getting back to me and they don't, I have to call back. I am sick of this and will be consulting with other parties to see if I have legal standing. This company has change the terms on me from when we began and that is a direct breach of an existing contractual relationship and I will hold them accountable if able. Also, they have moved my labor data from my possession to the cloud, I am not fine with this as it is a change in our original agreement. They leave some data onsite, but then the most used labor data has been taken away to the cloud. I want this issue fixed. If not then I will be moving on to a *** that understands basic business. I feel this is done to cause conflict and strife within businesses and it certainly has within mine. These are negligent acts.

  Customer response

  02/25/2022

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

       Not contacting me regarding this issue is exactly why I will be moving my business away from this company.  I choose to do business with others that compliment and enhance my business, not try to destroy it by allowing employees to view the total amount of your daily sales with no option to remove this or have a tab on and off for this. They know of the issue and I have begged them for over a year to help me keep this confidential information away from unnecessary eyes.  This is also a security issue.  Others knowing your total sales is not safe nor is it smart.  I would not recommend this company due to the fact they couldn't care any less about this issue.  I have brought it to them many, many times.  I should have left a long time ago.  
  
  Sincerely,
  
  *************************

  
  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Signed up in June. Prepaid 3 months. TouchBistro did not provide the service I hired them for because they couldn't meet my business needs due of their software. They gave me a lot of hassle to cancel my contract, which they did and they accepted all the hardware, even they one they were making me keep. Now they won't issue me a refund, they kept all my money (0ver $1000) to be used a future hardware credit IF I ever want to come back to them. At this point I despise them, they will never make it right. They didn't provide a service, because the service I hired never existed to begin with. They made me waste my time, my money and put me through a lot of stress and anxiety. I am traumatized over this experience, and don't think I can trust another POS company. My business is hurting because of them, I have to make a decision in 20 days because my current company will shut down. I am at loss. They are scammers.

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