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
- 244 total complaints in the last 3 years.
- 80 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:06/18/2023
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 am receiving texts from Toast, to my phone number, for a user named ****. I am not Bill. I have tried to contact Toast, but if you aren't signed up with them, there is no way to contact them. If you try their "live" chat, you are not able to type your own responses, but have to select one of 3-4 scripted options. The phone tree is much the same; I am unable to reach a live agent, as only scripted response is available. The restaurant associated with the text has no email or text option & are not answering their phones. I am concerned that some sort of fraud is happening as my number was cloned not long ago in an attempt to get money from our account. It took a long time to resolve that. I want a way to have my info removed from ****************************** partner restaurants.
Business Response
Date: 06/27/2023
Toast is collaborating with this customer.Initial Complaint
Date:06/05/2023
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.
Went live with Toast on 10/24/22. In November I discovered that I was being charged for services that I did not sign up for. Contacted Toast to have them removed and was instructed to fill out a document-sign and a refund of $315 would be refunded to my account. The refund was never given. Ended up closing the business 12/31/22. Contacted Toast in the beginning of January of 2023 to cancel out services due to business closing. Called again on 1/9/23 to figure out why I my account was debited AGAIN for $493.26 after I've signed for subscriptions to be removed back in November. **** was escalated to a supervisor who claimed she would take care of both the refunds and make sure my account was closed out. Fast forward to April, account is charged again for $439.30 for the same subscriptions on an account that technically is supposed to be closed. **************** rep confirms all previous phone calls that was made and does not understand why I my account is still being ACH debited and why my Toast account is still open. Rep escalates it to a higher up and tells me someone will be in touch with me. I only received emails stating that was case was resolved but with no additional information. On 5/9/23 Toast debited my account for $2,038.38. I immediately called, explained the whole situation to the rep who then escalates the situation. I spoke with ******************* who then tells me that a form has to be filled out. She emails the form, it is done while still talking to her. In her email it states, "You will receive a confirmation email advising your account closure." Later that day I received an email from Beto M. stating, As of today, we have closed your Toast account. Billing team will refund the last active bank account you had with ********************** within 14 business days for invoices 1/9/23 and 4/28/23. It has been well over 14 days. As for the $2,038.38, ****** has not responded to any of my emails after he said a refund was processed. I asked for proof and he did not provideBusiness Response
Date: 06/14/2023
Toast is collaborating with this customer.Initial Complaint
Date:06/05/2023
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.
Ive been trying to contact Toast and Azul regarding my order check #**. No success.Azul got my order incorrect. I ordered steak tacos and one shrimp taco. I had special instructions for my order. I asked for no onion, no tomatoes, on one steak taco order no cilantro and I wanted lettuce but there was no lettuce, ect.Instead, I received a bunch of nonsense and confusion on my order. And no shrimp taco only steak!I am dissatisfied with their ability to follow basic instructions. Please issue a refund as I did not receive what I paid for whatsoever, nor did I eat it.Business Response
Date: 06/14/2023
Toast is collaborating with this customer.Initial Complaint
Date:06/01/2023
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 have an account (Acct: ********** with Toast, *** and for a while we were paying for an Inventory Subscription; however, my colleague called back in January/February 2023 to cancel inventory subscription but nothing was done. On April 26, 2023 @11:50 am, I called and spoke to ***** because I noticed we were still being billed $40 for the inventory subscription. ***** looked over the call history and told me *****, my colleague, called and a ticket was issued to the ********** of ********** team. ***** said he will issue another ticket to rush the request and told me to look for an email from them.Moreover, on June 1, 2023, we are still being billed for the inventory subscription ($40), so I called Toast again at 12:08 pm and spoke to *******. ******* said she doesn't see any request to cancel subscription from ***** back in Jan/Feb 2023, but she does see the request to cancel from back in April. I asked her nicely to "please cancel inventory subscription" but she said that only the "internal team" can cancel subscriptions. she said the procedure for cancelation was lengthly (about 1-2 months), so I asked to speak to someone in that **********, but ******* said they don't have any communication whatsoever. Nothing has been resolve, no email, and request to cancel subscription is still pending, plus they continue to charge us for the subscription every month since then. They have no one to speak to regarding this issue and there is no communication between their **********s and its frustrating. We want to cancel subscription and we want a refund.Business Response
Date: 06/12/2023
toast is collaborating with this customer.Initial Complaint
Date:05/14/2023
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 5/14 I placed a large order on the webpage and never received it from a restaurant called Old Bricke houseBusiness Response
Date: 05/22/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/28/2023
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 shipped hardware with no authorization, tracking number, or receipt sent to me. It sat in the package room for a week, until management told me it was there. The onboarding rep ***** extremely rude. And refused to put my bank in my acct. a manager later called while cleverly offering me a handheld in compensation. (Equipment that I will not own) I declined. He said he would process the refund. He did not. after 10 calls, back and forth i decided to cancel. I had to dispute charges because they are trying to hold my funds. Sad really , but I dont want a company handling my money when there is clearly a shipping hack that someone internally is manipulatingBusiness Response
Date: 05/09/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/28/2023
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 4/21/2023, I had placed an order with Sultan ***** for delivery using the H31***636333434333336H mobile app.As I had guests at home and was unable to go and get the food, I had placed the delivery order.After placing the order, the app provided an ETA delivery time of 7:15pm. However even after 7:45, it was not delivered. I had already made the guests wait for the food (with lot of embarrassment) and now I was supposed to tell them that we don't have the food we were waiting for.I was looking for contact info of H31***636333434333336H and I realized they don't have any. The only contact details they provided with the order is that of the restaurant. I called the restaurant to enquire about my order, they said my order was ready, but no one picked it up for delivery. They asked me to pick it up if possible (but I could not leave the guests, hence could not go). Hence, they asked to contact H31***636333434333336H and ask for refund.When I sent email to H31***636333434333336H with the details of the order and explaining the issue. They just shrug off from all the responsibilities. They simply told that they are not responsible, and I should contact restaurant for refund.That seemed absurd. The restaurant was not at fault here, they had the order ready. The issue was that H31***636333434333336H did not convey to their delivery partner to pick up the order. So why would restaurant refund and even if they do, why should I have to follow up with restaurant... My interface was H31***636333434333336H and if there are issues with their service, I need to get it fixed with H31***636333434333336H and not try to solve the problem between H31***636333434333336H and their business partners.When H31***636333434333336H can't be responsible for the service they provide, then how do they expect customers to trust them with their service. How can they shrug off from the responsibility of taking order and payment and not ensuring it is executed...Below is the order info.******'s Kebab - ************** Check #*** for ************************* Delivery estimated 7:14 PM PDT Ordered:4/21/23 6:44 PM Due:4/21/23 7:14 PMBusiness Response
Date: 05/03/2023
Toast is collaborating with this customer.Customer Answer
Date: 05/03/2023
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 last communication Toast had was on 4/29 and again they only asked me to work with restaurant directly to get the refund. As I mentioned, I used their platform and their platform was responsible to deliver it and they did not, hence I expect them to work with restaurant and refund the amount.
[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,Ihsan
Business Response
Date: 05/09/2023
Toast has offered the customer a solution.Customer Answer
Date: 05/10/2023
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 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.]
Toast never accepted that they have an issue. The restaurant mentioned they don't deliver to my address and Toast is supposed to make arrangement.
Toast expects customers like me to run around finding who is at fault (Toast, their partner restaurant or their delivery partner) and then the customer has to follow up with that respective party to resolve it. And all this for no fault of customer nor visibility of figuring out who was at fault.
They never took responsibility to resolve this issue and all they kept saying in their responses is that for any issues I should contact the restaurant directly.
Eventually I realized they won't even help me resolve it, hence I eventually went to the restaurant and begged the restaurant to refund me the order amount.
Even here (on BBB) they are not going to take any responsibility, so we can go ahead and close this case so that I don't have to waste my time with them.
The reason I am replying to this response is because they have mentioned they resolved the issue and I wanted to make it clear that they did not help in any manner and I had to run around to get it resolved.
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,Ihsan
Initial Complaint
Date:04/26/2023
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 were sold a Toast POS system in November 2022 for my bar/restaurant. We were told it could do certain things that it couldn't by the sales rep, but quickly realized these shortcomings; never even getting to the point of "going **************, we utilized the ********************************************* December 2022 and returned all items in perfect condition. 5 months later, Toast has refused to provide ** our refund of nearly $4,000 and will not give ** a reason.Business Response
Date: 05/05/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/24/2023
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.
Company has been contacted multiple times and has failed to issue a refund for returned equipment, we have been waiting weeks with no status update. The items were returned on 3/11/2023. Also the amount of issues we have had with this operating system as plummeted our sales because people cannot order correctly.Business Response
Date: 05/03/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/22/2023
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 provided a mobile checkout service for ************ DTC, *******************************************************. The bill, AS PRESENTED ON SCREEN during payment, came to $76.25, plus tax of $7.10. I tipped a custom amount of $15.00. Toast then charged me for $101.68 (not the expected price of $98.35) and in the emailed receipt is an additional restaurant charge of $3.33 for some additional service fee (EAGS) charged by the restaurant. It isnt Toasts fault that the restaurant charges a service fee. It is their fault that their software deceptively doesnt include that fee in the charge screen and only tacks it on after a payment has been already been made. This seems purposeful, designed to cover a charge to the customer until the customer has made a payment. I would like primarily to ensure that other customers have not been deceived by this mobile checkout app in a similar way.Business Response
Date: 05/01/2023
Toast is collaborating with this customer.
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