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:03/13/2023
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.
We went live on 2/20/23. To date we can get no consistent technical assistance. Continually we are referred to their online videos which do not in any way resolve any of our issues. Each person we speak to using the support phone number provided gives us different answers or most commonly just says it isnt possible. One in particular actually told us to stop telling them what was actually showing on our screen witch caused failure. Some of these items we are requesting help with are available at other establishment using the exact same system. To date there has been no assistance with setting up recipes, constant closing issues, locking up issues, unanswered questions about any of our inquiries, each call sends a resolved email to which a response is sent explaining why the matter should not be closed as nothing was resolved to no avail. Emails, text messages and phone calls made to the salesman and the onboarding coordinator have resulted in only being ignored and no assistance whatsoever with the continued failings of the Toast system and reporting. There is no possibility that the system does not allow for human error corrections yet we can not get a single person to assist with the fact that EVERY close of day since implementation has not balanced. To date no one has physically been here to assist us with the ongoing problems. This request has been made both in writing and via phone. Numerous attempts to speak to a supervisor or at least someone who is actually fluent with the software to no avail. Simply put Toast sent the system in boxes, informed me the day of implementation that no one would be onsite to assist, the entire alcohol menu was built incorrectly by Toast and had to be repaired in its entirety and an absolute failure on Toasts part in offering support for their product. This system is utterly useless. No accurate reporting is available, no daily reports are correct, no assistance whatsoever only stress and failure with this system
Business Response
Date: 03/24/2023
Toast is collaborating with this customer.Customer Answer
Date: 04/02/2023
Better Business Bureau: To date Ive received 2 emails. The first just to let me know someone in the escalation department was looking into my issues. The second was an email telling me that everything was resolved with absolutely no contact otherwise much less some actually attempting to resolve our continuing unbalanced reports. 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,********
Business Response
Date: 04/11/2023
Toast is collaborating with this customer.Initial Complaint
Date:03/11/2023
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 has withdrawn two thousand two-hundred eighty dollars and thirty cents from my business checking account without explanation my bookkeeper contacted me noticing these charges and asked for invoices. I have contacted toast on 3 separate occasions 03/06, 03/08, and 03/10. They can not find any related invoices. On my original toast contract I had asked to make device payments over time I was invoiced for the full amount upfront and can not get a clear answer as to if I am still paying on those devices via a percentage charge on credit card swipes. This situation is beyond frustrating and I am due either invoices for those expenses or a CASH refund NOT statement creditsBusiness Response
Date: 03/21/2023
Toast is collaborating with this customer.Initial Complaint
Date:03/10/2023
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 equipmentCustomer Answer
Date: 03/20/2023
I have not heard from the business in response to my complaint.Business Response
Date: 03/21/2023
Toast is collaborating with this customer.Initial Complaint
Date:03/01/2023
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.
I went to the website for CFS coffee shop in ********** to order a coffee online as a visitor of ******* from ********. The order defaulted to a shop on ********************************************************* ******* and not the ********** location. I called this location within 10 minutes of ordering and explained what had happened. I was told it was already made even though my order was to be ready ***** min from ordering. I was told there was nothing that could be done and I would be charged because who did I think would pay for this mistake. That Im liable and there was nothing that could be done. I asked if my tip could at least be refunded and I was told no. I think this us unacceptable bc I did not receive my goods and did not get a refund for a tip for a service I never received bc it was very far from where I was vacationing in ********** to pick it up this online order that went to a different location in *******.Business Response
Date: 03/09/2023
Toast is collaborating to look into this issue.Initial Complaint
Date:02/25/2023
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 2/25 i went to ********* craft hall revolution hall and their food ordering system called toast tab forces you to input your email and phone and says you will be signed up for marketing but does not allow you to skip it or chick that you refuse. To get food you most sign up for marketing. Also your name email and address are printed on the labels attached to your food so everyone picking up can see everyone else's information. This to me is almost a scam and inappropriate and does not allow me control over my own information.Business Response
Date: 03/09/2023
Toast is collaborating to look into this issue.Initial Complaint
Date:02/20/2023
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 have been seeking an invoice adjustment for services I have been invoiced for since the beginning of my contract with Toast. I have attached my quote from Toast that states $460/month for the services that I would be using. I have been charged $700 and $680 for the same services and now have been fighting with them since December 2022 to have a la carte services removed. But in actuality, those services should have been included as per the contract states. They do not properly escalate issues and they do not offer any appropriate resolution to remedy the discrepancies in billing.Business Response
Date: 03/01/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/13/2023
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 have had many problems with Toast from start to finish but this one is a serious and ongoing problem. Signed up for Toast POS and Payroll for my attempt in ************* Diner lasted about 3 months and had to be closed due to extreme costs from every end. Notified Toast that we closed the business. Come to year end when we need to provide W2's for our employees. (Mid January) Tried to sign into Toast to get the ball rolling on that and was unable to sign in. Called customer support and explained the situation. Was walked through signing in and performing the necessary steps to get the W2's done. Was told they would be accessible in **** business days. Was also walked through filling out paperwork to close the account at the same time. End of January comes and still no W2's. Get ahold of customer support and am told that because I closed the account, they can't process the W2's and I should pay a CPA or tax preparer to do them. That they would ***** me access to the login so I could acquire the necessary information/paperwork. I have no idea what I am doing with this and am having a very difficult time finding all the needed information as its all over the place and not compiled into "year end documents". Wrote to customer service and insisted that they do what they said they were going to do and process the W2's. Especially since I was instructed to close the account and also told my W2's would be done. We are now past the legal deadline for them to be submitted and more delay is detrimental to not only myself but every one of my employees who are waiting on these documents. When a company tells a client they are going to do something, they need to honor it. Even if they messed up, they need to find a way to remedy the situation and make good on their word. That is just how good business is done. It is a testament to the severity of the situation that I needed to come here and post this up in the first place. It should of never gotten this far.Business Response
Date: 02/21/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/08/2023
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 use Toast payroll for our business. They are supposed to process payroll, withdraw tax amounts, file quarterly forms and make payments. I have been attempting to get them to pay our Q4 2021 unemployment amount for months only to get no response from them. Money was deducted from our account but never paid and has accrued over $400 in penalties. I need this fixed.Business Response
Date: 02/17/2023
Toast is collaborating with this customer.Customer Answer
Date: 02/18/2023
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 ****************************************************************************************** has not, in good faith, engaged in reasonable time frames to correct their mistake and pay the past due tax account plus penalties. Still remains unpaid.
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: 03/01/2023
Toast is collaborating with this customerInitial Complaint
Date:02/07/2023
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 Payroll's contract entails the payroll and HR operations for The ************************** Despite the contract, months of on-going back and forth emails, no follow-up, no implementation of requests, and complete failure to be in compliance with Laws with the **** State, and other **************** TOAST continues to delay responses and never corrects items when the liability and negligence is theirs. Failure to assist and implement the following lawful requirements: IRS Severance Tax deductions as requested; CA SPSL to be implemented and required to be reported on pay check stubs; CA Basic Sick Leave not set up as requested and not reported on pay check stubs as required; Denial to print ACA 1094/1094 filings after a 3 day delay of submitting requests; Failing to notify our listed Administrators on their website of inability to pay SUTA taxes after 9 months of collecting said taxes; failing to audit and identify tax issues with SUTA; failing to have EEO and I9 requirements in the system as is in compliance; failing to update request for missing SSN's or I9 status after submitting information months prior to W2 distribution (lost 3 times); failing to file 941 Tax corrections with the **** With multiple emails, telephone calls, request to elevate, request to speak to tax team, emails attached will demonstrate the failure to attempt to correct lawful compliance requirements.Business Response
Date: 02/16/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/06/2023
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 a new point of sale system and service. since the beginning, we have had numerous hardware issues, software issues and support issues. The company takes days sometimes weeks to resolve issues. Currently, we are having problems getting our w-2s for our employees. We submitted all of the proper information in the beginning of December. They made a mistake in entering false Social Security numbers and addresses. We have been waiting for three weeks for a response for them to rectify the problem.Business Response
Date: 02/16/2023
Toast is collaborating with this customer.
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