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:04/15/2025

  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.

  I'm writing to file a formal complaint against Toast Tab regarding a recent order I placed using their platform. I used their services to order a pizza from Roccos, and I never received the order.When I contacted Toast Tab about the missing delivery, they directed me to reach out to the restaurant (Roccos) directly. I did so promptly but never received any response or resolution from Roccos. After that, it took several days for Toast Tab to follow up on my initial complaint, and when they finally did, they closed the case simply because I mentioned that I would reach out to my bank if I didnt receive a response.According to Toast Tabs own terms of service, they claim to assist in resolving missing or undelivered orders. However, they failed to fulfill this responsibility and instead dismissed my valid complaint without taking appropriate action. I believe Toast Tab should be held accountable for ensuring customer satisfaction in cases like this, especially when the transaction was processed through their platform.I am requesting a full refund for the pizza order I never received and for Toast Tab to take accountability for their failure to resolve the issue per their stated policies.Thank you for your attention to this matter.

  

  Business Response

  Date: 04/15/2025

  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: 04/16/2025

  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. 
  
  I am not satisfied because no one from the business has reached out to me.

  [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]
  

  I am not satisfied because no one from the business has reached out to me.
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 04/23/2025

  The Toast Care team has successfully made contact and offered a resolution to your initial complaint.

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issue. I am not satisfied with the companys response, as I have still not received a refund for an order I never received.
  As I explained in my original complaint, although the order was marked as a pickup, I tracked the *** as it continued to be pushed back. I eventually went to the restaurant to retrieve the order, but it was not there despite being marked as "completed."
  I contacted the restaurant directly at the time but was unable to get any resolution. I also gave Toast time to follow up with the restaurant and get back to me, as they said they would. However, no resolution has been provided thus far.
  Given that I paid for an order I never received, I believe the only fair and appropriate outcome is for Toast to issue a full refund.

  Regards,

  ****

   

   

  

  Business Response

  Date: 04/30/2025

  The Toast Care team has successfully made contact and offered a resolution to your initial complaint.

  Customer Answer

  Date: 05/01/2025

  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; 

  I am rejecting the Toasts resolution because they still have not offered me a refund, and from their emails they have not successfully spoken to the restaurant.

   

  
  Regards,

  Mimi

   

   

  

  Business Response

  Date: 05/16/2025

  The Toast Care team has successfully made contact and offered a resolution to your initial complaint.
  

  Customer Answer

  Date: 05/19/2025

  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 # ********. They are acting in bad faith and are not doing their obligation to contact the restaurant to get me my refund for food I never received.

  
  
  

   

   

• Initial Complaint

  Date:04/14/2025

  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.

  We just closed a food business that used the Toast POS/Kitchen system. Prior to the closure we filled out all the paperwork so that the deactivation was set for the last day of the month-- a day after our last day of service. There were several documents to fill out that stated the deactivation date of 3/31 and we have emails with a specialist stating the correct deactivation date of 3/31. On our last weekend of service, 3/29, we realized that Toast had deactivated our account early despite all the forms we filled out and contact with a service agent. We called Toast and they said that the department that could re-activate our account was closed on the weekends but because our account was in "test mode" we could run orders and they wouldn't be charged at that moment but once our account was reactivated that all the credit card transactions would go through. And the "test mode" screen said the same thing (I've attached a photo of the screen stating this). Once the weekend was over and it was Monday morning we called Toast to get the account reactivated so we could have the transactions go through so we could pay our employees. They continued to give us the run around and now it's been two weeks and we still have no resolution from Toast despite the numerous phone calls and emails and getting passed from one expert to another specialist, etc., etc. ******** offered to float us the money to pay the employees if Toast could give us a date that we would receive the funds from them but we've asked countless times for that info and we continue to get the run around and no answer.

  

  Business Response

  Date: 04/16/2025

  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:04/14/2025

  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 a restaurant called *************** Y agaveria located at *******************************************. I used Toast *************** for our payroll, and after extremely lousy customer service we decided to move away from them, but no before a tragic mess that has effected my employees which range from a ***** depending on the time of year. The mess started when we noticed they were taxing 12 employees HSA accounts imporperly. So we addressed this with them, and the result was. First they voided $195,000 worth of all employees payroll, and created a tax liability to the *** of over $77,000. They then tried to create a withdraw from our payroll bank account for that amount to pay the ***. We luckily use positive pay on through our bank, and were able to stop the payment. When we notified Toast Payroll they told us that they had already paid the *** and we would need to request a refund from them, or they would suspend our payroll services (which they did). Later, they admitted it was incorrect, and then essentially re-issued the payroll(without re-issuing the employee checks). after they did the same process to a $55,000 payroll and created a $16,000 tax liability. They then, and still currently have withheld our payroll services. This is regarding 2024 Q3 payroll. We switched Day one of 2024 Q4. Since October of 2024 we have created numerous support tickets which get closed or looped thought numerous support agents, with no actual way to talk to a manager even when requested. I have had the opportunity to speak with ****** on March 26th who admitted we do NOT owe any funds, and this has been a mistake. She promised that we would have our 2024 Q3 reporting from them so that we can issue our ***** employees correct W2's. It is currently april 14th 2025 and we have no access to such reporting, for this ALL of our employees W2's are incorrect. I am currently running out of room, but have more to tell.

  

  Business Response

  Date: 04/16/2025

  Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.

  Customer Answer

  Date: 04/28/2025

  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. 

  This has NOT been resolved. 

  

  Business Response

  Date: 04/30/2025

  Toast customer care is actively working on resolving this complaint.

  Customer Answer

  Date: 05/01/2025

  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,

  *****

   

   

  

  Business Response

  Date: 05/16/2025

  Toast customer care is actively working on resolving this complaint.
  

• Initial Complaint

  Date:04/10/2025

  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.

  In February 2025, I purchased a restaurant in *********, **, called ***************. The previous owner used Toast as the *** system, and I decided to continue with their service for continuity with the staff. The previous owner had financed the Toast hardware, and the remaining hardware lease was transferred to **** officially took over the Toast account on February 7, 2025, at which time the remaining balance on the hardware was $242.33. According to Toasts own financing and holdback records, the hardware was fully paid off by March 5, 2025.Despite this, Toast has charged my account $300 four timeson 2/18, 3/4, 3/18, and 4/1for a total of $1,200 in unexplained hardware charges. I have now been charged over $1,200 for a hardware balance that was only $242.33 at the time I took over.Worse yet, these charges do not include the regular monthly merchant fees, which were $507.50 in February and $432.50 in March. In just two months, I have been charged over $2,140, an amount that is wildly disproportionate and still not explained.I have repeatedly contacted both Toast Customer Support and ********************** Capital. I was issued Case #******** (with multiple other case numbers) and promised follow-upbut no one has contacted me, despite multiple calls over three weeks. I keep getting redirected without resolution.I am requesting:A full refund of all overcharges made since February 7, 2025.A detailed explanation of all charges made to my account.A written assurance that no further unauthorized charges will be made.

  

  Business Response

  Date: 04/11/2025

  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:04/06/2025

  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 Toast as our POS system and Toast offered us an online order both take out and delivery via Toast. After 3-4 months of service, we got a lot of chargeback from Toast online orders. We lost about $700 recently and don't know if there are more charge back transactions in the nearly future. Toast does not check the customer identity and verify if they are the card holders before sending out the orders to us. Toast does not take any responsibility and still charge us $15 for each charge back transactions. Toast should be responsible to its own online system that is not a secure payment for both customers and merchants. I need ********************** to pay us back for the chargeback transactions that happened via Toast online and pay for the $15 chargeback fee for each transaction.

  

  Business Response

  Date: 04/07/2025

  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: 04/08/2025

  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. 

  Toast, *** does not provide any solution yet. It is still a pending case. I do not want the case to be closed until it comes up with a good solution. 
  
  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,

  Yaowares

   

   

  

  Business Response

  Date: 04/15/2025

  The Toast Care team has made contact and offered a resolution to your initial complaint.

  Customer Answer

  Date: 04/16/2025

  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,

  Yaowares

   

   

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  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.

  To Whom It May Concern:I am writing to formally lodge a complaint regarding Toast, Inc.'s failure to process my refund for returned equipment despite multiple assurances and follow-ups over the past six ********* October 2024, I returned Toast equipment and closed my POS account with **********************. My assigned Toast sales representative assured me that I would receive a refund within a few weeks of the equipment ********* December 2024, after not receiving the promised refund, I contacted my sales representative who committed to following up with the appropriate department. I did not receive a further update until February 2025 when I was informed that the refund was sent to my closed *************** account, rather than my current Blue Vine account which was on file. The same day, I facilitated a conference call between a Toast representative and ***************, during which *************** confirmed that the funds were returned to Toast due to the closed account status on February 27, 2025. Despite multiple follow-up calls to Toast, I have repeatedly been told that the refund would be processed "in a few days," with no resolution to date.I am requesting to have the funds immediately processed and deposited into my current Blue Vine account.

  

  Business Response

  Date: 04/03/2025

  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: 04/07/2025

  [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:04/01/2025

  Type:Delivery 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 went online to toast and placed an order at the business by the name of lo lo's chicken and waffles in ********* on 03/19/2025.I arrived at lo lo's to pick my order up and was told they do not even carry what I asked for.Lo lo's told me to contact toast, I called toast they told me to contact lo lo'****'s just been a back and forth toast blaming lo lo's, they're blaming toast, but no one is giving me my refund.I will never order from toast again because I trusted there website to get food and they failed. I just want my ***** back i don't care who gives it to me. Toast should take responsibility even if it's lo lo's fault, because i trusted there website.

  

  Business Response

  Date: 04/02/2025

  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:03/25/2025

  Type:Service or Repair Issues
  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 March 21st, 2025 I made a Toast **************** call to locate a replacement for a proprietary cable, which connects our *** terminal to our Card Reader. A Chat agent noted that it was not available on their shop, and a agent could sell us one over the phone. On March 25th, 2025, I called to get tracking & invoicing for this replacement. I was then told by the agent that this item was not carried anymore, and would not be fulfilled. An option was to purchase a brand-new card reader ($140), which includes the cable in the box.We needed a 'Micro USB to Micro USB' (Prod: #TT001-TK) cable assembly. Proprietary to Toast. This cable has a mounting ******************* molded head which is unique to the *** and card reading module.I spoke with two more agents on the 25th. The 2nd confirmed they did not carry that item, and I should "Go buy a cable at *******". I had noted California SB-244, the "Right to Repair Act" active as of July 1, 2024. ****** (b), states that repair parts for items being sold and manufactured (applicable to our current status) should be available. I spoke with a supervisor, and this individual told me I needed to contact an ***. I asked for this information, and was told there was not an 'RSM' attached to our account.This supervisor then told me he would work with us to provide the sale of this cable assembly, and quoted us $23. It would be an "internal sale". At the time of this submittal, no one has reached out to me through the provided means of contact with Toast, nor have we been charged or invoiced. This process had 5 chat/call interactions w/ Toast agents, totaling 2 hours.Bundled card reader (cable included under 'specs'): ************************************************************************************************** Installation docs (noting cable): ********************************************************************************************************************************** Shop (Where cable is not sold): ***********************************************

  

  Business Response

  Date: 03/31/2025

  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: 04/01/2025

  Better Business Bureau:
  
  I will accept the response I have received, as the part in question was made available to us. However, I have no response on whether or not Toast will begin upholding the requirement to support the Right To Repair Law in ********** (SB244). Since they are conducting business in the state, they are required to follow the law. I hope they look into, and support a move in the right direction with this. Should any other businesses need this specific cable, I hope they do not have to go through what I did. 

  - *** ****

• Initial Complaint

  Date:03/24/2025

  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 purchased a meal at ****************** using ToastTab as it was the only option. There are no servers. When I went to close my tab on my phone, ToastTab had already closed my tab for me and auto added a tip >20%. Again, no servers at the restaurant. I used my own phone to order. Toast tab just assigned whatever tip they deemed appropriate. I have been scouring the internet trying to figure out how to change the tip amount. I cannot find anything. The only options Toast has is for businesses that buy their software. NOT for customers of said businesses. And I dont want to do a chargeback with my card company because I want to pay the business. I just dont want ToastTab deciding how much extra I am paying because they close out my tab. While it wont break the bank Im irritated because it feels like my money was stolen.

  

  Business Response

  Date: 03/31/2025

  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:03/24/2025

  Type:Customer Service 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 a few issues with toast, first my issue is with payroll, 'i have used toast payroll and now all of the sudden they have been having issues removing the money from my bank and they bee charging $300 every time i run payroll, i am a small business and cant afford $300, the money is sitting in my bank, this week i emailed toast on thursday when i noticed they had not withdrawn the money for payroll and nothing, they do not reply to any emails, when you call no one has an answer. i recieved an email that i have to wire them the funds plus a $300 so i can unblock my payroll, i have wired the amount for payroll but will not pay the $300. My other problems, i have been calling to negotiate better rates as well as start a 3% charge for credit card for my restaurant only to be told that it cant start until may and also toast will take half of the surcharge, why is toast taking my money when i already pay so much every month? I already started shopping around for other ************ if i dont have the $300 waived and someone calling me with a better rate i will cancel my system and keep this complain because everything ***** i tried doesnt seem to work.

  

  Business Response

  Date: 03/31/2025

  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: 04/03/2025

  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 

  Toast has done this to me several times, they send an email and never follow up, I have paid the $300 so I could run payroll this week, I will like my $300 refunded because I emailed and told them I had the money in my account and they said they couldnt withdraw the money and I velei eve the issue is on their end. 

  
  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,

  Giseli

   

   

  

  Business Response

  Date: 04/10/2025

  Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.