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:07/20/2023

  Type:Sales and Advertising Issues
  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 signed up with Toast in August of 2022. They offered me 3 months free on marketing module and xtrachef pro. Within 2 months I had called and cancelled both services. However, I was continously charged each month for both services. I have called them atleast 50 times to resolve this and each time i talk to them they tell me its in process and will be solved in 2 weeks time frame. I have spoke to numerous supervisors and each one of them promises to get back to me on the status but no has ever called back. They owe us $991.** as of July 20, 2023.Please help us resolve this matter.

  

  Business Response

  Date: 07/26/2023

  Toast has offered this customer a solution.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  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.

  7/7/2023: We backpaid an employee for $858.31. When we posted our payroll, everything looked fine. But the next day somehow a "tip makeup" amount was added in the amount of $8644.05! No amount was added by us totaling this! So somehow the employee was overpaid by $6000! I immediately noticed this and called Toast to have it corrected. I asked them to reverse the withdrawal because it would overdraw our account. Instead I got the run around. Nobody seemed concerned or interested in a quick solution. I spent hours on the phone to get a resolution but still nothing. I called back again the next day (Friday) spent more time emailling back and forth and calling to get a resolution but again no sense of urgency. Of course our payroll deposit bounced as I said it would. Instead of compassion or offering to help resolve a situation I'd already spent countless hours to fix, they promptly supsending my payroll, locked us out of deposits and sent me a nasty-gram. As if they were completely unaware I'd spent days trying to get this fixed. That was on Monday. Today is Wednesday. That makes six days that I've been asking to speak to a supervisor and to get this issue resolved. To date, I've heard from NO supervisor or manager other than someone named "*********" emailing me to tell me basically that I'm s*** out of luck. She couldn't care less about my situation. I've been with Toast for FOUR years. I have four payrolls and three brick and mortar locations. Despite my repeated attempts to get a manager to call me and help me fix this situation, all I have gotten is crickets or worse. And now all my employees will not be paid. I am shocked at the level of service at Toast. And I am actively looking to take all my companies elsewhere. In the meantime, I need that overpayment refunded to me immediately and I expect to compensated for the overdraft fees. I also want an apology for the way I've been treated. This is unconscionable to me that I have had to go through this.

  

  Business Response

  Date: 07/20/2023

  Toast has offered this customer a solution.

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising Issues
  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 had eaten at a high end restaurant for my husbands birthday. Needless to say, the bill was quite large which was expected however multiple issues arose during my experience and the restaurant agreed to refund a portion of my bill due to the service and quality issues. This transaction was completed by the restaurant in April, it is now almost 4 months later and I STILL have not received the chargeback/refund on the credit card. The restaurant did their due diligence and provided a recipe and their confirmation showing completion of the transaction, yet Toast had made no action in the refund. Not to mention, this balance is now being charged interest because of the delays caused by Toast. By the looks of it, Toast is not known for timely processing and is withholding funds from customers AND restaurants alike. I would hate for this issue to compound into a class action law suit. There is ZERO reason that I have not received my Monday back especially when the restaurant who originally tendered the transaction approved and imitated it, test toast gets to keep the money? This is unethical, shady behavior. My refund should be processed in a week or less. Any other time I have received refund is either same day or 3-5 business days ***! Fix this Toast! immediately

  

  Business Response

  Date: 07/14/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 07/15/2023

  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. 

  [the business has NOT reached out to me nor have they made any action to resolve this issue. All they did was falsify an account using my email, which I know because I got an email saying it was created. No contact has been made at this time. ]
  
  
  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,

  ******

   

   

  

  Business Response

  Date: 07/17/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 07/17/2023

  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. 

  [Again, toast has done nothing but ask me for the same information that I had submitted with the original claim. There is no collaboration taking place.]
  
  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,

  ******

   

   

  

  Business Response

  Date: 07/26/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:07/08/2023

  Type:Billing Issues
  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 am the owner of ****** Boys and have a continual issue of being billed for services I do not receive. I addressed this issue back in December of 2022 (see case # ******** attached) I waited for several months for the credit to be issued and the services Third ************** Services to be taken off my account. Due to a billing error issue I did not receive any monthly for the service dates of 3/23/2023 - 4/22/2023 and 4/23/2023 - 5/22/2023 (attached). Upon recently receiving these invoices to my dismay I saw that they added the same unwanted service again! This money will be automatically taken out of my account on July 13. They again removed the charge for the most recent invoice for 5/23/2023 - 6/22/2023 (attached). They owe us $150 credit for the 2 months of overcharges. I do not wish to wait another few months to get this credit like last time.

  

  Business Response

  Date: 07/18/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:07/08/2023

  Type:Billing Issues
  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 have been with Toast for over two years and value their system as a tool for our waiters and keeping track of our food orders and other restaurant duties. But we have run into countless times where money has been removed from our account due to error billing. We recently discovered that Toast billed us nearly $10,000 for one month when our monthly bill for that particular restaurant (We use toast in 3 of our restaurants) should have been only $894.96 but Toast decided to bill us 9 times for a total amount of $8,054.64. This at its best is horrible for a small business like us and we consider it fraud to say the least when someone grabs money from your bank account with any authorized permission to do so. We have attached our bank account to show how ********************** on May 8th took out $894.96 and then on May 19th took $894.86 for a total of 7 times. We called Toast and their customer person said they would call us back but never did. Put yourself in our shoes as a small business owner. The worst part is that Toast will only give you a future credit for taking your own money from your bank account. This is unfair and fraud at its most objective.

  

  Business Response

  Date: 07/18/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  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 a credit card processor and a point of sale system for restaurants. Recently they have implemented a fee of $.99 on online orders that total more than $10.00. This fee is being charged directly to the restaurants customer not the restaurant and the restaurant can not opt out. This is no different than an employee ringing up a customer at a cash register, seeing that the total is $10.00, telling the customer the total is $11.00, puting $10.00 in the cash drawer and putting $1.00 in their pocket. Toast is also showing this as income to our restaurants which furter proves that they are stealing the money. If for some reason this is a legal activity then in my opinion there should be legislation that prevents it. I would be more than willing to discuss this to give further or better information. They should not have the right to upcharge my pricing without my consent and put that money directly in their bank.

  

  Business Response

  Date: 07/14/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  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.

  Contacted Toast because I was being billed an additional $319 a month for services that I wasn't using and hadn't used since I went live. I asked a rep if I could get a credit since I never used any of the modules and that I didn't even realize I had them."Sure!" he said. I was then told that a request would be filed and that I'd receive an email verifying that the credit went through.But I didn't receive anything.Called again and spoke to another ********* told me that nothing had been requested.******. Well can you put in a request?"Sure. Look out for the email."Didn't receive anything.Called again. This time rep said that the email was never sent (even though I was told to look out for the email by two prior reps), but that there was an internal memo that said I can't get a refund.This is unfortunately become what I expect from Toast. It is the height of irony that a company for the hospitality industry has some of the worst customer service I've even encountered. Every rep I talk to is more incompetent than the next. Despite how arduous it will be to switch to a different POS, I don't think I can continue with a company that seems to embrace shady tactics and show so little care for their customers.

  Customer Answer

  Date: 07/11/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/12/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:06/30/2023

  Type:Order Issues
  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 signed up for services with Toast under a 2 year contract including online ordering services and went live with the system on 1/1/2023 after spending $3-$4k on upfront equipment.We recently were made aware of the additional online ordering fee that will be applied to online orders over $10 which will begin on July 11, 2023. We only learned about this as part of an e-mail with the Subject header "Customize your new online ordering experience". This fee is to be added to our sales and then deducted by Toast from our credit card receipt funding which is being reported as a fee. We did not receive any other communications with respect to this fee.We did not consent to the proposed automatic deduction of any fees for online services from our funding other than as agreed to in our contract for the Growth Package which includes a set monthly subscription price for online ordering services.We want to continue providing online services under the contract terms that were agreed to. If Toast cannot fulfill the terms of the contract, we would request a refund of all upfront costs for equipment so that we can change providers.I have made numerous attempts to contact Toast customer service to discuss this issue without a resolution.

  Customer Answer

  Date: 07/11/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/12/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  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 have used Toast Pos system for 2 months, they have always deposited our credit card sales the day after we accrue sales and capture payments. June 1, 2023 we began noticing that only partial payments of sales were being received then it progressed to them not depositing at all for 2-4 days. I called repeatedly and chatted online as well trying to understand why things had changed not only the amount deposited was inaccurate but that days and by whom. Initially it was shown as citizen settlement then it was citizen settlement but then also toast dep... when funds were deposited it wasn't until the 15th i was informed they had updated their system and now funds would be batched and deposited by both before mentioned companies. They changed their system completely without any notification or explanation. Today is the 19th and i have only received a partial payment from the 15th and no other funds have been deposited. I am a small business only open 2 months and this is crippling my business. It was completely unethical to change the system i pay for and sub out my credit card processing with no notification and no responsibility in the changes. I am only told that i will have to wait. I have asked what i need to do to make sure i receive funds next business day and have been given 4 different answers. This could cost me my business.

  

  Business Response

  Date: 06/27/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 06/27/2023

  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. 
  I received an email stating that they received notification from the Better Business Bureau and that they would look further into my case which is the same exact response I have gotten for over a month, so no that is not satisfy the issues.

  
  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,

  ******

   

   

  

  Business Response

  Date: 07/06/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 07/10/2023

  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 

  I have not received an acceptable account or resolution from toast

  
  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,

  ******

   

   

  

  Business Response

  Date: 07/14/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 07/17/2023

  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. 

  Issue has not resolved nor satisfactory findings by toast 
  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,

  ******

   

   

  

  Business Response

  Date: 07/18/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:06/18/2023

  Type:Product Issues
  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.

  My business, *********, signed on with toast early this year. While going thru the onboarding phase with ********************* we notified toast that we were not ready to receive any equipment due to us still building out the menu for business. They sent the hardware anyway. Toast has failed to refund my moneys the funds they illegally debited from my business acct for the hardware we asked them not to send. Since then I have returned the software that they sent, without my knowledge. Toast maliciously deducted funds from my business acct, simply because I guess we were not moving fast enough for them with boarding. *********************, was extremely pushy thru this process and made it very uncomfortable. After we decided to terminate the contract due to toast shipping out our POS system hardware without letting us know and debiting our acct, we simply asked for a refund. It has been over 2 months and we still HAVE NOT received our stolen funds. I have contacted the district sales manager ********************* several times via email and phone calls. He cannot seem to get any information regarding our moneys, he never follows up when he says he will, and we end up have to call back. He still has no answers. ********************* has NO point being a manger. He cannot get any leads on our stolen money. We still haven't gotten our money back. I urge everyone to stay away from this shady company!we submitted emails to affirm.

  

  Business Response

  Date: 06/27/2023

  Toast is collaborating with this customer.