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
- 245 total complaints in the last 3 years.
- 81 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:06/26/2025
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 ordered a dinner from Das **************. The driver took it to another house. I left messages, that I didn't receive my order. They never contacted me or refunded my money. They have been ignoring my messages. I am now out *****.
Business Response
Date: 06/27/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 07/02/2025
[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,
***** *********Initial Complaint
Date:06/20/2025
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.
Over the course of a few weeks I have been attempting to work with our Toast representatives to lower our credit card processing rates. Over and over again, I had been scheduled to meet with **** ****** who has constantly cancelled our meeting with no response or communication. There is zero reasoning behind the decisions being made and are not giving us a fair opportunity to discuss the aforementioned. Our local representative ********* and our sales representative ***** do not communicate effectively and do not reply. From my understanding, they are unwilling to discuss rate decreases because of the forced rate increase that had taken place months ago. Throughout this time, I had constantly attempted to discuss rate decreases and was never given the opportunity to do so. This is especially disgusting, manipulative, and unfair considering the fact that they WILL NOT discuss it because of the FORCED RATE INCREASE and that NOBODY has reached out with any explanation. We are the best performing consumer in the city that utilizes Toast and they will not provide fair treatment. As such, I believe additional training and reprimanding is necessary for the aforementioned employees.Business Response
Date: 06/24/2025
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: 07/03/2025
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,**** ******
Initial Complaint
Date:06/14/2025
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.
We are a restaurant using Toasts online ordering system, and we are extremely disappointed by Toasts failure to protect businesses from fraud. On multiple occasions, customers have placed takeout or delivery orders through Toast, received their food, and then issued chargebacks. Despite clear evidence that the orders were fulfilled, Toast immediately sided with the customers and withdrew funds from our accountwithout verifying the legitimacy of the dispute or providing any protection to us as the merchant.This is not an isolated incident. We have already lost $48.15 from a previous chargeback that remains unresolved, and now Toast is deducting another $63.54, bringing our total loss to $111.69. These chargebacks are happening due to Toasts lack of basic fraud protection, such as identity verification or two-factor authentication.Toasts system allows anyone to place an order using a credit card without confirming if the cardholder is legitimate. There is no SMS verification, no code entry, and no safeguard to prevent fraudulent use. Yet it is the businessusthat gets penalized for Toasts lax security.We pay $415/month for Toast services across two locations. For that price, we expect professional-grade protectionnot a system that facilitates fraud and then holds merchants financially responsible.We are demanding a full refund of the $111.69 that was wrongfully taken from us and insist that Toast immediately address these systemic issues. Failure to fix this problem will not only result in further complaints, but it will also lead usand many other restaurant ownersto reconsider doing business with a platform that refuses to protect its own partners.Business Response
Date: 06/16/2025
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:06/12/2025
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 withholding funds from my business, *************. According to them, it is due to a tax levy, this tax levy has been cleared and release documentation was submitted on May 9, 2025. We are now June 12, 2025 and they are failing to provide adequate timeline, answers and not a straightforward process to release and deposit the funds. Withholding should not have taken place initially because the release was initially submitted on May 9, 2025 and withholding took place on June 5, 2025. They have repeatedly failed to release the funds, I have to constantly call to open a case because the cases keep getting closed without a resolution and there is no communication with clear process and timeline for how the situation is being handledBusiness Response
Date: 06/16/2025
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:05/23/2025
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 called support since ALL credit card readers in main bar stop working.I talked to support and I should receive links to order new equipment.I need 7 swappers for main screens and 7 smart hubs.I was offered 30% off but didn't get right links to purchase them.I send e-mails and called again NOTHING!!!!!!I need new equipment like NOW since we cant do business!!!!Business Response
Date: 06/05/2025
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:05/21/2025
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 just wanted to preface by saying that I've used Local by Toast in the past with zero issues, both pickup and delivery. However, on May 18, 2025, I placed a delivery order for a restaurant (************ - ********) for $36.92. I watched the alleged delivery attempt as Toast allowed my driver to accept the order and "deliver" it to me. My assigned delivery driver was geolocated far away from the drop-off location, and yet the order was marked as completed and delivered. I reach out to the driver and receive no response. To follow up, I called the restaurant and they confirmed over the phone that the order was prepared but never picked up by the driver. Additionally, by the time the restaurant could confirm, they were closed. My main issue with Local by Toast is the complete lack of customer service or support. Want a refund? Call the restaurant to handle it they say. The online chat function is completely useless & void because it's obvious there's no real support agents. I'd still like my refund but I won't be using this platform again.Business Response
Date: 05/27/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 05/28/2025
[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,
******** ********Initial Complaint
Date:05/10/2025
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.
Ordered placed 5/8/2025 using Toast. Toast set up delivery driver time and date. Toast emailed me that ordered would be delivered as requested on 5/9/205 @ 11:10am. I had to go pick up the order because Toast system moved the delivery to 5/10/2025 and charged me $504. Toast and *** ******** BBQ are playing back and forth for ownership of the delivery.Business Response
Date: 05/12/2025
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:05/05/2025
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.
*********** in ************ purchased Toast POS System and the system is not working. Have tried multiple times to get help and order new router and have received no help. Requested an order for new router be out three times and no one has ordered it and also asked for a technician be sent out to help get the system working and Toast advised no technician could be sent to help. We cant do normal business and are losing money bc we have no working system. Toast is in breech of contract-they are not providing the services we have already paid for.Business Response
Date: 05/06/2025
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:04/23/2025
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.
On April 11, 2025, I placed a food delivery order through Toast's delivery service from a local restaurant. Unfortunately, the driver, using Toast's app and its inaccurate navigation system, delivered my order to the incorrect address. The driver did not attempt to rectify the situation or deliver the food to my correct address. Upon contacting Toast, their customer service deflected responsibility and repeatedly directed me to resolve the issue directly with the restaurant, despite the delivery error originating with their app and driver. To date, neither Toast nor the restaurant has provided a refund or any meaningful resolution. This inadequate response from Toast's delivery service resulted in losing both my dinner and the payment made.Business Response
Date: 04/24/2025
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: 04/28/2025
[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,
**** ******Initial Complaint
Date:04/22/2025
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 March 12, I had received a phone call at my place of business in *******, ***** stating they were from Toast. I was told the person on the other end needed account access in order for our delivery orders to come through. I informed the caller I did not have access to that type of information. The person on the other end listed a few personal details, I again told them I did not have access and hung up. About 20 minutes later I received an email stating my personal info changed. I immediately called Toast and the woman I spoke with assured me the fraud was caught and there should be no other issues. The next day around 2 PM I checked my email and I had received another email stating that my Payroll/banking information was changed as well. I called Toast again immediately and made sure that everything on my account was changed. I did alert Toast that the person that managed to change my payroll information was going to receive my check because I didnt receive an email until 12 hours after they changed my banking information. I again was assured things would be handled and an *** reversal would be in the process. I called the following day and the person I spoke with said it would take approximately 4 to 5 business days for an *** reversal go through. I waited approximately two weeks before I heard anything after I was assured every single business day, the *** reversal would be completed byApril 4 on April 7 the following Monday after the fourth I was told by my ** manager, the *** reversal did not go through. I was confused because I had just received an email earlier in the morning through Toast that stated how exactly I could get my money back in the process to do so I have been calling Toast every single day, talking to multiple representatives, after a representative, tried to argue with me as to the fraud being my fault I was told I would be contacted by a supervisor. It is now 2 weeks later and I have yet to be contacted. I have plenty of emails.Business Response
Date: 04/24/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.
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