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: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.
I am writing to file a complaint about a fraudulent chargeback on a $300 gift card purchased on the Toast gift card website that we use in our business in March 2023. The gift card was then used at our restaurant using the Toast POS system. Despite the entire purchase taking place within the Toast environment, your company has refused to take any responsibility for the chargeback and your customer service agents have been unhelpful in resolving this issue.The customer bought the *************************** gift card on our restaurant's Toast website, came in to celebrate her kid's birthday and two weeks later claimed the gift card was fraudulent. As a result of this fraudulent chargeback, we have suffered a significant financial loss. We have been left to bear the brunt of this fraud, while your company has refused to take responsibility for it. This is unacceptable.We expect Toast to take responsibility for this issue and reimburse us for the $300 lost due to this fraudulent chargeback. It is only fair that Toast takes responsibility for a fraudulent transaction that occurred within its own system.We are disappointed with the lack of assistance we have received from Toast's customer service agents and the lack of action taken to resolve this issue. We urge your company to take immediate action to rectify this situation and provide us with the reimbursement we are owed.We look forward to hearing back from you and hope that this issue can be resolved promptly.
Business Response
Date: 05/01/2023
Toast is collaborating with this customer.Customer Answer
Date: 05/04/2023
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.]
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,*****
No resolution was offered at all. Extremely disappointedand waste of my time. I need the refund asap.
Business Response
Date: 05/11/2023
Toast has offered this customer a solution.Customer Answer
Date: 05/11/2023
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.]
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.
No refund has been processed yet.
Regards,*****
Business Response
Date: 06/05/2023
Toast offered the customer a solution.Initial Complaint
Date:04/17/2023
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 hired Toast as a payroll company last year for my business. It was a HORRIBLE experience from the very start. First instance, I ordered more equipment then I needed for my shop and started the process of a return for some items, totaling almost $1,000. I sent the equipment back in and they NEVER provided a refund. But I moved on. Despite having a number of other issues with Toast Tab, my biggest issue has been the most recent one. Part of their service was to handle sending out W2's to my employees. I spoke with Toast many times and right before my business was forced to close, I called in to make sure the tax docs would be handled by them to which at the time they confidently assured me that this would be taken care of. *** tax time is coming to an end and they still refuse to send any tax docs. I've been asking them for months for access to see previous paystubs and financial information to try to work this out and they have refused to help. They've given a handful of different excuses, refused to connect me to a supervisor, sent me to an automated messenger which keeps asking if my claim has been resolved. Obviously the answer is no. As a small business owner, we rely on payroll companies to do their job so that we can focus on growing our business. Toast only made things worse and now I'm left to figure this out. I will never recommend Toast. I hired them and PAID them to handle these types of things. They gladly took my money but NEVER followed through on the service they were paid to do. Toast has refused to give me access to my account so I don't have as much documentation as I'd like but I will include whatever I can as I discover it.Business Response
Date: 04/25/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/14/2023
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.
I signed up for Toast POS on 4/12/22. I paid $1282 on that day, but I never received anything in return. No hardware, no service. I was also charged a month of software fees when I was never able to make use of it. They sure know how to write their contracts to take advantage of businesses that signed up. Contacted them on many occasions, and all they say is that the deposit is non-refundable. It is very frustrating when I feel they just stole from me and are able to get away with it.Business Response
Date: 04/14/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/13/2023
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 prepared an order in my cart to submit after leaving an appointment. I do *not* hit the submit button! Somehow the restaurant received the order. As soon as I received a text message about the order, I contacted the restaurant, but they told me that they cannot provide a refund because the order was already started. By the time I was able to pickup my order, fish had been sitting out for two hours and could not safely be eaten. The restaurant continued to insist that they have a zero refund policy and that there is nothing that they can do once an order is started. They say everything is workign right for them, and they only receive orders when someone clicks submit--which I never did. So, they won't help me. I think they could easily repurpose the food, but instead, they did nothing and insisted the problem is Toast's fault or mine. So, I called Toast and they tell me there's nothing they can do for customers placing orders since I am not the restaurant and don't have a code.Business Response
Date: 04/17/2023
Toast is collaborating with this customer.Customer Answer
Date: 04/17/2023
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.
Your response does not address shortcomings in the Toast checkout process, or your lack of support for users of Toast (only to the restuarants directly. Further, there is no concrete confirmation that you are refunding me for this order.
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: 04/24/2023
Toast is collaborating with this customer.Customer Answer
Date: 04/25/2023
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.
No solution has yet been offered. This complaint cannot be closed until there is a satisfactory resolution. Please stop trying to close it until it is 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,***
Business Response
Date: 05/09/2023
Toast is collaborating with this customer.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.
No resolution has been provided yet. This case cannot be closed until a resolution is provided.
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: 05/31/2023
Toast has offered this customer a solution.Customer Answer
Date: 06/01/2023
[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:04/13/2023
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 ordered from a restaurant on their site, and the restaurant was permanently closed, and they would not refund my money! They told me to drive to the restaurant (the closed one) and see if anyone is there to try to get my money back! That is the most ridiculous thing I've ever heard!Business Response
Date: 04/17/2023
Toast is collaborating with this customer.Initial Complaint
Date:04/03/2023
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 purchased a e-card for a local restaurant and sent it to a friends phone but mistyped the phone number to send it to. There in no way to contact these folks about the error. Phone lines and online chat menus are geared to the businesses using there service nothing for the person doing the purchasing.Business Response
Date: 04/12/2023
Toast is collaborating with this customer.Initial Complaint
Date:03/29/2023
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 paid for my tab on the app. It added an additional 20% tip after an already automated 20% tip. I was not able to adjust the balanceBusiness Response
Date: 04/06/2023
Toast is collaborating with this customer.Initial Complaint
Date:03/21/2023
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.
My business is moving from one location to another. Im having some issues getting my license at the new location. I contacted ********************** three times asking them to pause my service until I could get my license at the new location. ********************** told me three different times that my service would be suspended. Ive been billed for three months in a row now For a service Im not using theyve sent me the same form to fill out. I filled it out all three times and returned it. I dont process credit through Toast. Theyre asking me to provide a merchant ID that I dont have. Theres no merchant ID on my invoice and theres no merchant ID in my back office .Business Response
Date: 03/29/2023
Toast is collaborating with this customer.Customer Answer
Date: 03/29/2023
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.]
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:03/19/2023
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 March 18th I used this platform to order food from **********. My payment was declined but when I checked my account the money was taken. When I tried again it took the rest of my money. It was $99 in total for a $71 purchase. I tried to email them and got no response after the automated one. I reached out to the restaurant and they said the money would arrive by last night but still nothing. I have no order number because it kept saying declined.Business Response
Date: 03/24/2023
Toast is collaborating with this customer.Initial Complaint
Date:03/17/2023
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 hired the services of Toast Payroll solutions to provide my company with payroll services (payroll checks, tax submission etc.) I sold my business in June 2022 and closed it all out. Due to poor controls and incompetence, Toast misrepresented my company by falsely filing for taxes with the ********** of ******** Security, which created a tax balance that I owe for Q3 of 2022, which should not he the case, as I did not have an active business. Toast falsely reported information from another company and claimed those employees as my own, which is a misrepresentation to the DES and should be penalized. I have spent countless hours on the phone and emails, to no avail or resolution. Toast just stops responding me. This has been going on for months. This is ilegal and I need assistance making it right.Business Response
Date: 03/24/2023
Toast is collaborating with this customer.
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