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
- 245 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: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 am helping a small restaurant in *********** reopen, *********************. A decision was made to use TOAST POS and payroll. Our problem is that we cannot get adequate support to set up the systems. Many questions via email go unanswered, telephone calls are answered by voicemail, and appointments for help take up to a week to be scheduled. ******** care is not available until we go active. Asked to talk to a supervisors supervisor a week ago and have not been contacted. Have been told this is a busy time of year and that they do not have the bandwidth to provide support. I have a list of challenges that began when the equipment was sent to the wrong address.
Business Response
Date: 02/14/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/04/2023
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 moved the majority of customer support to an inadequate, third party company. The **** offsite team continuously closes cases without offering any resolution. Toast will lose business to Heartland, and other providers that are capable of providing honest and transparent customer support.I am currently experiencing a major issue with the firing time of deliveries that is causing hundreds of dollars of loss a day for my restaurant, the phone teams and salesforce **** teams are not able to resolve and continue to close cases without offering a resolution.Delivery orders are set to fire one hour before they are due. Instead, they are firing in my restaurant 30 minutes before due time. Were not able to deliver these with a 30 minute firing time.Business Response
Date: 02/13/2023
Toast is collaborating with this customer.Customer Answer
Date: 02/22/2023
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.
Toast has not responded to any inquiries on this case since February 13, 2022.
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,Alexander
Business Response
Date: 03/01/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/02/2023
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 use the Toast Point of Sales System and received a bill for unsolicited, unwanted services that I am not receiving, do not want, and did not request. The bill was for $319.22 and charged for services and devices I do not have and do not want and am not using and are not a part of my contract with the company. Fraudulent charges include $75 for monthly software subscription, $50 Gift card program, $75 Marketing Subscription, $50 Loyalty program subscription, and $45 Additional tablet subscription (I don't even have tablets as a part of my POS).Business Response
Date: 02/10/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/02/2023
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.
** spoke with toast and our rep. ** were never able to hookup the system , it never worked, we were told we were stuck with the equipment, we are sending it back and the resolution we desire is for toast to cancel the account. This is rediculous to be charged for a system that never worked. Please cancel this account asap.Business Response
Date: 02/10/2023
Toast is collaborating with this customer.Initial Complaint
Date:02/01/2023
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.
On 12/12/22 I submitted a complaint to *******, and then it was escalated to *************************. The case # was ********. The issue was, my business was being charged $1,309 per month. 5 of the services we never asked for, and we never used. These extra unwanted and services came to over $500/month or $2,500+.When I finally realized we were getting charged for services we did not use or want, I requested to have the charges reversed and credited back to my account. I was told by ************************* in The Escallation Team he would expedite the credit, because normally it takes 1-2 Billing Cycles to credit their customers. He said he would follow up with me, but, when I called him back a few days later, he did not return my call. I also emailed him, and again, no reply.I just called **************** to find my request was denied. I was told they do not credit anyone back. Im not sure if thats a secret policy, but that was very disturbing. Their Sales people can pad their bills to increase their sales, and not worry about any repercussions or consequences. I spoke with a Supervisor in ****************, ***************************, and she opened case # ********. She said she would submit to credit back $584 since I was charged for the services I did not want again after calling to complain with *************************. ***** said it could take up to 1-2 business cycles to credit me. She did not know if it would go into my bank account or as a credit vs my upcoming bills. I asked her to find that answer, she said it would need to go through the process before shed know.I asked to speak with the **** Chairman, President, her Manager, a ************** for Complaints, and was stonewalled at every turn. ***** said theyre not allowed to reverse or credit customers back for past charges. Thats ridiculous, and if its not against the law, it should be. It sounds like if they can bury extra services into a bill, and nobody sees it, they win. If a customer sees it, and complains, who cares?Business Response
Date: 02/10/2023
Toast is collaborating with this customer.Initial Complaint
Date:01/31/2023
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 currently utilize Toast point of sale and am a seasonal business. I requested an account hold for the months of November through January. During the account hold period all monthly charges are supposed to be held and not charged. I have been charged and was informed by several customer service agents that I would be reimbursed for the charges. I have not been reimbursed and am still being charged causing my account to go in the negative. There are other issues as well as I have been unable to get resolution on several other issues with toast. **************** is unresponsiveBusiness Response
Date: 02/08/2023
Toast is collaborating with this customer.Customer Answer
Date: 02/12/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I called toast this morning and was informed our bank account is still not updated in the system and batches of money is going to a closed account. This is unacceptable and is negatively impacting my business.
I have reached out to toast about this issue several times and was assured it was resolved.
It is not.
I need immediate attention to this. It is an urgent matter.
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: 02/14/2023
Toast is collaborating with this customer.Customer Answer
Date: 02/15/2023
[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:01/30/2023
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.
Recently signed up with Toast, which I have to mention at the start of this complaint is a great restaurant system and makes me happy to use. However, since signing up with Toast there have been multiple billing discrepancies that we have called to get adjusted. These billing issues are only noticed when we check our business account and notice that Toast has double billed us for same service incurring overdraft fees and hampering us to pay employees whose checks bounce. Again good product but unfair billing practices.Business Response
Date: 02/08/2023
Toast is collaborating with this customer.Initial Complaint
Date:01/28/2023
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.
When I ended ties with toast payroll in August of 2022 I was told by toast payroll department that toast would automatically send out W-2's to all of The Pickled *****'s employee's. As of Friday January 28th employees have not received W-2's and are unable to print on line. I spoke with a rep from the company she stated she would get back to mesh has not. I called on Saturday to payroll and the payroll department was closed. I will face fines and penalties due to Toast being incapabilities.Business Response
Date: 02/06/2023
Toast has reached out to customer for collaboration.Initial Complaint
Date:01/28/2023
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.
Purchased Toast POS hardware 1/18/23. Company collected money for the sale and then issued a list of tasks to be completed online before the hardware, already billed for, will ship. The final task is linking of the bank account via a third party application. The application does not work, however, as acknowledged by my sales rep. I then provided a manual ACH form and voided check via email per Toast instructions and was told they could not accept the format of my check. After another call to customer service I was told my Onboarding Rep was the only person who could assist me, that rep provided no assistance on a brief 15 minute scripted phone call. My sales rep then informed me there would be a technical fix for the online verification issue pushed out by the company. 48 hours after that communication the same issue persists. I have spoken with 6 different customer service reps in various departments who all state there is nothing they can do for me and repeated emails to my Sales and Onboarding reps receive no response at this point. Toast has billed me for my product, refuses to ship it to me and refuses to issue a refund.Business Response
Date: 01/30/2023
Toast is collaborating with this customer.Customer Answer
Date: 01/31/2023
[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:01/21/2023
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 ordered takeout from a restaurant called BOBA in ******** *****. They made me use Toast Tab to place that order. Toast Tab refused to take Paypal so I had to use my debit card instead. I dont use my debit card unless I have to. Its used to pay my wifi and electricity bills and for amazon purchases as they all refuse Paypal as well. The card was used only twice prior this month. On the 5th to pay the wifi bill and on the 15th to pay for my amazon order. Both transactions I do monthly. Aside from those, the transaction made via Toast Tab a few days ago on the 19th is the only transaction made this month using this card. One day later, Friday the 20th, someone charged my card for an online order from a jewelry store in ******. My bank called today, Saturday, to ask if it was me or not. It was not. So its been reported as fraud and my card has been cancelled. I want my Toast Tab account deleted immediately and all of my information removed from their system. The bank will be investigating the origin of the fraud charge but it doesnt take much to put 2 and 2 together on a card that rarely gets used.Business Response
Date: 01/30/2023
Toast is investigating the issue raised by the customer.Customer Answer
Date: 01/30/2023
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 dont need to investigate anything to remove my account and information from your system which Ive asked you to do repeatedly. Investigate all you want. I no longer trust your service and that will not change. I want my account and any information of mine that you have removed from your system. Your customer service rep claims hes not capable of doing that. I find this hard to believe and Im pretty sure its my right to have my personal information deleted if I want to do so. Id like confirmation that its been removed once its done.
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: 02/03/2023
Toast is collaborating with this customerCustomer Answer
Date: 02/10/2023
[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.my account has been deleted as I asked. No one has yet to explain to me how my card ended up used in ******. Will wait for my banks investigation.
Regards,
***********************
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