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Business Profile

Point of Sale Systems

Touchbistro Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Point of Sale Systems.

Complaints

This profile includes complaints for Touchbistro Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Touchbistro Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 July 17th 2023 I was pressured into signing up with TouchBistro. I have reached out to the company many times about spelling errors in the business name and my actual name and to make important updates to the method of contact. These updates did not happen.
      Upon signing up I discussed my needs and was assured that the system was easy to use and set up. I explained my menu in great detail but yet when I attempted to upload my menu I couldn't and my account portal was set up for a fine dining restaurant vs a take-out menu.
      I made multiple attempts to get in contact with the person assigned to my account and never was able to get in touch after I signed up.
      In September 2023 I reached out to TouchBistro and told the representative that I spoke with that I wanted to cancel the contract because of the lack of communication, that their system was not easy to use like I was promised and because there were fees being taken out my account when I was told there wouldn't be and also due to the lack of response from their team whenever I reached out.
      I decided to give the company another try because of the promises the representative I spoke with that day made. Those promises were to put a stop payment and reimburse the fees I was already charged and to assign someone to upload my menu. I was told that I couldn't get the hardware I paid for back in July until the menu was uploaded and did not receive it until November 17.
      I never got the previous fees reimbursed, more fees were taken even though I was unable to use the equipment or their pos system and I was told they don't see records of 1 transaction on their system. Asked to have the account canceled, to return the hardware and to be refunded for everything because I was pressured into something I didn't need. Michelle called and agreed to cancel the contract without penalties, to refund all fees as well as the full cost of the hardware and said to keep it as a gift. Now she is refuses to refund the $1470.58 hardware

    • Initial Complaint

      Date:29/03/2023

      Type:Order Issues
      Status:
      Unanswered
      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.
      *** ******** **** **** signed a contract with TouchBistro on 11th January 2023.

      We signed based on the understanding of negative modifier support in the system. We expressly asked about that during the sales call, emphasized its importance, and we received confirmation of the support. During the sale's process, the sale's person also represented via e-mail that cancellation incurs only repayment of the hardware discount cost. ***** wrote, "...in my experience, when customers' cancel, they are asked to pay the hardware discount back."

      TouchBistro has requested repayment of the hardware discount cost and repayment of 23-months of the remaining contract. We have willingness to repay the hardware discount but not the 23-months of the remaining contract.

    • Initial Complaint

      Date:05/12/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      TouchBistro reached out to me in September 2022 offering to match my current POS software pricing. After a phone call with their sales team explaining my requirements, they sent me a quote and agreement for a new plan. I had explained to TouchBistro that our current POS software pricing includes the use of ********** (another software that is required for our business). TouchBistro ended up matching my current POS pricing and I signed the agreement with them. I did not want to purchase new equipment from TouchBistro as I already own it from my current POS. Although my current equipment "might" have worked with TouchBistro's system, they offered me a hugely reduced price to just purchase their equipment instead, which I did.

      The onboarding process began in October. I asked multiple times about ********** and when that part of the onboarding process starts. It wasn't until early November that it was clarified that ********** was NOT included in TouchBistro pricing. I asked TouchBistro to reduce costs in order to make up for the added cost of **********.

      On November 15, ****** offered me a $20 subscription cost. I asked to see an updated quote showing the total monthly cost. He said he would send it but didn't send anything for nine business days. At that point I ask to cancel the contract for the lack of communication and extra hidden costs.

      TouchBistro's "Customer Care" team reached out to me on Dec 5 to discuss options. At this point they inform me that ******'s offer of a $20 subscription cost was an error, and they could only honour a $20 reduction ($60 price difference). Regular subscription price was $89, $20 per month would have saved me $69 however they can only honour a $69 subscription price.

      I asked to cancel again since ******'s error was in writing and they said they cannot terminate the contract.

    Touchbistro Inc is NOT a BBB Accredited Business.

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