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:01/21/2023
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.
The Date of 3 **************** transactions through TOAST credit card processing software occurred on November 18th, 2022. The transactions total $165-ish.$81.88 Wassim - ************ $74.24 no Name - ************ $13.10 no name - ************ In addition to ******************************'s 3 unsuccessful TOAST customer service call attempts since late November 2022, the attached provides a summary of what ****************************** has done to date to collect the $165. In addition:-****************************** has NOT received the $165 from Amex or Toast.-A Toast expert has NOT reached out to me by phone.-The subject case remains UNRESOLVED.-****************************** is not comfortable calling its customers listed above to ask for alternative payments.Thank you,******************* ****, General Manager ****************************** ************ cell *******************
Business Response
Date: 01/30/2023
Toast is collaborating with this customer.Initial Complaint
Date:01/09/2023
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.
Bought a P. O. S. System from them, under warranty, and it started to not work properly and after a few attempts at fixing through customer service over the phone, they suggested that they send out another unit and return the broken unit to them free of charge. The replacement unit wasn't working properly and after another few attempts over the phone with customer service again they sent out a third unit. In the meantime, the original unit was still being used and we just stop using the unit how we wanted to, to this day, and are making due to keep our small business open. I returned the first replacement (2nd unit) unit and was told that the second replacement (3rd unit) hasn't been received and will be charged full price for unit. Called customer service several more times to fix this before the charge date and were told that we were good because the 3rd unit will automatically be returned because it had been delivered to a *** hub and not business address. After weeks passing during the processing of all the different customer service support tickets all having to be created and then researched, finally get to talking to someone who actually got us to a manager or upper management person and was told that we would have to wait 2 pay cycles for the refund to be processed and then a third and a fourth before it being approved. Six months later we got a partial refund because they're charging us shipping & taxes for the unit that I returned to them from the *** hub that I was told would be returned automatically. I am owed $348.43 and no one can explain why I received a partial refund. Toast wants all the support tickets closed for this complaint and done away with when we are not at fault for anything but believing that they would do what they said they would do with the equipment.Business Response
Date: 01/13/2023
Toast is collaborating with this customer.Customer Answer
Date: 01/17/2023
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.
[You must provide details of why you are not satisfied with this resolution. If you do not entI her 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,*********
I haven't heard from Toast as of yet, so them working with me is the first of me hearing about it.
Business Response
Date: 01/19/2023
Toast is collaborating with this customer.Initial Complaint
Date:01/06/2023
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.
On 12/23/22, I purchased a $60 gift card via Toast for the ******, ** restaurant ***********. I later learn that *********** had closed. I contacted Toast for a refund, and I was advised to contact Baby Greens for a refund instead. Baby Greens had closed in October 2022, so despite multiple attempts at contacting them via phone and email, I was unable to reach anyone. However, the issue lies with Toast's failure to remove a defunct business from its platform and allowing the transaction to occur. Toast's failure to update its platform is what allowed my transaction to occur. I contacted them for support and despite conversations with the customer service representative, I was not provided a refund. Toast needs to remove closed businesses from its platform. Please see this link: *********************************************************************************** As of 1/6/22, one is able to purchase a gift card from Baby Greens (a closed restaurant) via Toast Tab.Business Response
Date: 01/30/2023
Toast is collaborating on a solution.Initial Complaint
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Changing system to new owner, hours on the phone, promises made, no follow thru, poor communication, new owners money going into my bank account because they say they will send the documents to sign, and nothing! We simply need the documents send to my and new owns e mail and we send them back.. yet we receive nothing! This has been on going since 12/31/2022.. they make new "tickets " each time which in return closes new tickets. No way to contact the same person. I am angry, and fed up. My accounts are messed up due to their lack of follow thru. Spoke with a supervisor today (*******) promised to call back tonight to make sure all is resolved, and of course I never heard from *******. This is the standard practice with this company. Cannot contact headquarters of course, you get someone from the US only during the purchase, not after. All I want is this system to be turned over to the new owners!Business Response
Date: 01/13/2023
Toast is collaborating with this customer.Initial Complaint
Date:01/03/2023
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.
This is a POS technology company that I bought into to run a cafe. I closed the cafe in October, went through all of the procedures to close the account with Toast and was told I would continue to have access for 30 days to download all of my reports. They have continued to pull funds from my account through auto pay since and will not refund me for it, $1243.14. I've had a case open for a month that continues to get closed without notice and told that it will be more and more time before I can be refunded and my account will be closed.Business Response
Date: 01/12/2023
Toast is collaborating with this customer.Customer Answer
Date: 01/23/2023
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 refunded all of the funds that they took out of the account after I closed the business. They are not abiding by our agreement that states I need to give 30 days notice before closing the account which I did. They have withheld funds for an additional two weeks after the cafe was closed and following their protocol for doing so.
I want this refunded as well $207.Business Response
Date: 01/30/2023
Toast has offered this customer a resolution.Customer Answer
Date: 01/31/2023
Toast has yet to pay me back in full the funds that they withdrew from my account. They emailed me yesterday saying that it could take up to three weeks to get a response. This company should be investigated. I can't imagine I'm the only small business that they fraudulently took money from without.
*****
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,*****
Customer Answer
Date: 04/03/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I've now waited for over 6 weeks with no response from Toast on the final reimbursement for the money that they withdrew from my account. They only seem to respond when the BBB reaches out to them.
Can you please look into this?Business Response
Date: 04/06/2023
Toast has offered this customer a solution.Customer Answer
Date: 04/10/2023
[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 is vague. It simply says, the business offered the consumer a solution. What is this nonsense? The solution is refunding me the entire amount that they fraudulently withdrew from my account. They have yet to do so and have yet to follow up after the period of time they said they were reviewing this.
This company is likely doing this to many other consumers and should be investigated. This should be a red flag.
Regards,
***************************Initial Complaint
Date:01/02/2023
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 applied at Toast international and the representative I was doing my interview sent me a screen shot of their toast ID and driver license because I was questioning if it was legit. This was a remote job I applied for and the person had me send a Apple Card for the office equipment they were sending me however I never got the equipment and they hacked my ******** account and my PayPal account and took ***** out of my PayPal account 3 times. I have tried everything to contact a person at goat international and cant get ahold of anyone besides in sales and they cant help meBusiness Response
Date: 01/26/2023
Toast is collaborating with this customer.Initial Complaint
Date:01/02/2023
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.
We integrated two business with Toast and the third party delivery services. The integration has never been correct and completed. The lack of customer service and competency has made it extremely difficult. Two weeks of calling customer care, sales rep, regional manager, integration team, third party vendors, and supervisors with Toast, there is no solution. Horrible horrible horrible merchant support. An easy ask and something Toast sold our business on has yet to work costing us thousands.Business Response
Date: 01/27/2023
Toast is collaborating with this customer.Initial Complaint
Date:12/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have toast POS systems installed in our stores. Two locations had issues with credit card processing and I called and they shipped a new one to replace both (two different locations). One of them worked again when I received the replacement (toast tap) and so I did not replace it. The other one replaced. So a few months later, I received an email that we were charged for the parts and I called and was told it was because we did not ship the bad ones back. So I shipped both back including the new one. Then there is nothing after that, no refund. I called about refund that kitchen department said the new one was scratched and it is not new and thus no refund. We did not use it at all and they were in our warehouse before we shipped them back. So, we were charged for the parts while do not have them????? we paid for nothing? I could ship you the old one if you want the old one. The other part is the old one and there is no refund either. Called three times to no avail, We are still under warranty.Business Response
Date: 01/11/2023
Toast has offered this customer a solution.Customer Answer
Date: 01/13/2023
I did not receive any solution from Toast. There was no refund, no communication from email or phone call. I did have a missing call from Toast customer Service and I called back. No one knows who called and why.
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,Ying
Business Response
Date: 01/27/2023
Toast is collaborating with this customer.Initial Complaint
Date:12/26/2022
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 and 90% of its contents were lost to hurricane ***. We use the TOAST system at the restaurant, which also floated away during the storm. I was paying a software license fee for handheld computers, I no longer have the handhelds, I have communicated this to the company at least 5 times starting in November when I was overcharged.... the first transaction occurred 11/03/22 and I was charged $495.22, I believe that's $275.00 more than I should be billed. After several phone calls and return emails stating they have resolved the issue, on 12/08/22 my bank account was again charged $495.22. Again $275.00 more than I should be. We have spent $300,000 and over ***** labor hours trying to get up and running again, they can't seem to figure this out.Business Response
Date: 01/11/2023
Toast is collaborating with this customer.Initial Complaint
Date:12/20/2022
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 would like to submit a formal complaint against Toast **** Our LLC hired their services, which provided us with Point of **** services as well as payroll. We closed our business in June 2022 and notified them about it via their customer service number. ********************** neglected our request and kept charging us a monthly fees without providing any service, to this date, they refuse to reimburse us. Additionally, Toast managed to file unemployment taxes on our behalf for revenue that does not belong to us, as we stopped operations in June and they submitted false revenues for 2022 3rd quarter, for employees that we do not have cognizance over. I have reached out numerous times to Toast to have them fix it, I keep getting ignored and pushed around. They have provided false information to the **************** - ********** of ******** Security, and now we have a debt that is affecting **. We are beyond frustrated that no one is helping ** and are left with an outstanding debt with the **************** at no fault of ours.Business Response
Date: 12/30/2022
Toast is collaborating with this customer.
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