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.
- 81 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:12/13/2022
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 contacted the company about installing new equipment into my restaurant as it was being built in 2021. I was contacted by a sale person and started the process, my needs and waited for the product. around March of 2022, about a month before we were to open I started calling to find out where things stand. Come to find out that the sales person left the company and told no one about me. I was forced to go to another company in order to open my restaurant. I took no delivery of equipment from TOAST. I have been charged for service since that time. I've contacted TOAST and asked for an investigation and a refund. I have not heard from them regarding the investigation, but I am still being charged.
Business Response
Date: 12/21/2022
Toast is collaborating with this customer.Initial Complaint
Date:12/08/2022
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.
Toast put me through rigorous onboarding meetings, taking up hours of my time just to drop the ball multiple times. Their integration royally screwed up my Uber Eats menu, which eliminated all Uber eats revenue for 2 weeks counting. At least $2000 plus. They issued paychecks from "my account" with an account number that isn't mine which bounced. Had employees questioning my capabilities as a business owner, not only with payroll, but with the entire system as a whole. Had my menu at Wayland completely wiped off the screen for an hour which resulted in a loss of revenue. Had Delivery set up where Doordash driver never showed up because someone messed with our settings in the back end and required dispatching our own driver which we never requested nor have staff for. I personally as the owner have spent countless hours on the phone trying to resolve issues and doing damage control days before our grand opening at our other location. Tap didnt work on the first day at our ****** location causing a loss in revenue as many customers only use Apple Pay. All in all, Toast seems to have a vendetta against my small business in an attempt to make me fail, or at least thats what it seems like. Utterly ridiculous and the total damages caused are in the thousands.Business Response
Date: 12/12/2022
Toast is collaborating with this customer.Initial Complaint
Date:12/07/2022
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.
On **** I was billed $130.00 twice ($260.00) for services I did not use. I contacted Toast before this charge was processed and told them I should not be billed for it. The first time I called trying to get my refund processed was 11/6. I was told that the process to get the refund was started but it would be 1-2 months before it was processed. I called back to check on the refund on 11/29 and was told there was no record of the refund processing but they would start that and keep me updated. After receiving no updates about what was going on I called back today (12/7) and was told it is being processed.Emails to my onboarding specialist who is supposed to be my contact have gone unanswered for months.I am a small business (*************) and I need my money back.Business Response
Date: 12/15/2022
Toast is collaborating with this customer.Customer Answer
Date: 12/15/2022
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 have not received a refund. The only contact I have with Toast is when I call to check on the status of the refund. All I am told is that it is being processed. They won't even tell me that I will eventually get a refund, only that it is being reviewed. This issue has not been resolved.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Business Response
Date: 12/19/2022
Toast has offered this customer a solution.Initial Complaint
Date:11/14/2022
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 called into customer service Nov. 7, after writing an email to the onboarding team/payroll team about needing to change banking information. I was told that I couldnt use just my banking information and would need to send a blank check as well. After feeling out paperwork and sending a copy of a blank check, I never received any information back. It is now week three of no direct deposits and I will have to shut my business down until the issues are resolved due to lack of funds. I continue to call the company and express my concern and issue, only to be told that someones looking into the issue. Ive even gone as far as escalating the issue to a supervisor, still no call back or emails. Im really unsure what to do at this point but to just seek legal advice.Business Response
Date: 11/22/2022
Toast is collaborating with this customer.Initial Complaint
Date:11/11/2022
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.
ToastTab has absolutely no consumer-facing **************** method of contact, leaving all customers completely unable to hold the business accountable to a wide variety of technical issues with their site. This includes inability to log in, accounts being inappropriately blocked without any ability to unlock them, orders being refused because the restaurant 'doesn't accept that form of payment' when they do, etc.Example: When an account is "blocked after multiple consecutive login attempts", according to their Help Page, they are supposed to send an email to their account's email address on file to let the customer confirm their account. See: https://central.toasttab.com/s/article/Login-Issues-Blocked-Access But that email never sends.If a consumer calls their **************** line, they quickly find out that it is a business-to-business line _only_, and that they have absolutely no support for users. If any suggestions are made by the **************** rep, they are to a) "contact the restaurant" (which is nonsensical as it's a tech/site issue rather than an order issue) or b) create a new account. They will not help consumers. And if a consumer asks for an alternate suggestion to completely ignoring the technical issue, or to speak to a higher-up, the **************** rep hangs up on them.Their treatment of their customers is abominable. Comparable services at least _have_ a **************** line. That they have no way to reach out for help is intolerable.Customer Answer
Date: 11/23/2022
I have not heard from the business in response to my complaint.
. . . this is the most accurate of the two options given to me. To clarify, the more complete answer is, ************* has not resolved my complaint, and the only response I've received from the company was a completely out of the blue email titled '[Request received]' from Toast Guest Support via Zendesk. The email from Guest Support was 100% generic, and made it clear they have no idea why they're reaching out to me.
All it said was, "Thank you for contacting Toast Guest Support! This is an automatic reply to confirm we have received your message, and that a team member will respond soon. In order for us to help you faster, if your original request was missing these details, please reply to this message with the specifics of your question (including but not limited to: restaurant name and location, order number, relevant dates, etc.). Please note: We encourage you to contact the restaurant involved for the quickest resolution. This includes situations regarding restaurant closures, order issues, delivery issues, gift cards, loyalty points, and in-restaurant experiences. We look forward to assisting you! Toast Guest Support"
So yes, _technically_ the company hasn't been completely silent? But they didn't even reach out to me, even with something generic, until the BBB emailed me to ask if they had been in touch.
I have sent them an email noting the 3 issues -- 1. clear payment issues and massive holds on the cards a customer uses to try to place the order, 2. their method of 'unblocking' an account Not Working, and 3. no advertisement AT ALL that they even have a **************** method of contact over email. But this is definitely not resolved yet.
Business Response
Date: 11/28/2022
Toast is collaborating with this customer.Initial Complaint
Date:11/05/2022
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 canceled my service and they are still taking monthly service fees out of my account and no one has refunded my money and they keep saying they are working on it. This has been an ongoing issue since September. I have called multiple times with no resolve at this point.Business Response
Date: 11/10/2022
Toast is collaborating with this customer.Initial Complaint
Date:11/03/2022
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 sold my business October 5th 2022. I have tried closing my accounts many times. I have been on the phone with all different supervisors etc. They keep debiting from my bank account and will not give me confirmation that my account is closed. I was also supposed to receive $1000 check for referring the new owners of the business to Toast. Nobody can give me an answer on when I will receive this money or if it will be sent out. Can never get a real answer from anyone at this company. I have wasted many hours of my life on the phone.Business Response
Date: 11/10/2022
Toast is collaborating with this customer.Customer Answer
Date: 11/10/2022
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 *********************************************** still refuses to call me back to resolve the issues. I still no confirmation that my account is properly closed. I still do not know if my bank account is taken off of their records. And I am still awaiting my $1000 check I was promised for referring the new owners.
[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: 11/18/2022
Toast is working on addressing the concerns raised by the customer.Customer Answer
Date: 11/30/2022
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.Toast has been in contact with me and keeps telling me they are going to refund my Money they illegally took and also send me the Referral check that is owed to me but I have yet to see anything. I do not believe I will see this money. I hope I am wrong but its been weeks.
FAQ
Regards,****
Initial Complaint
Date:11/02/2022
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 signed a contract with Toast **** to provide my point of sale hardware and software in my restaurant in *******, *********** (************). I ordered new equipment on 07/06/2022 for $3960.91. I ordered online through pos.toasttab.com with their finance program (3 years/0% financing. Toast deducted the amount of my order immediately. No equipment was ever shipped to my business. They owe me almost $4,000. I have called the Tier 1 customer service number countless times and have recieved no reply. My lawyer and I have all the emal transmissions as proof. I contacted my sales representative, *************************, and supplied her with all the proof/receipts. She has not replied back and It seems nothing is happeneing. Her email is ****.*******@toasttab.com.Business Response
Date: 11/10/2022
Toast is collaborating with this customer.Customer Answer
Date: 11/13/2022
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.
They said the money would be in my bank account last Monday but it is now Friday and they still havent deposited anything in my account.
Business Response
Date: 11/18/2022
Toast is working to address the concerns raised by the customer.Initial Complaint
Date:11/02/2022
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.
When I signed up with Toast, they sent me a packet of stuff that I needed to fill out with my business name and EIN number. Essentially, everything a business needs to get a point of sale system installed and setup. I filled my paperwork out with all of my correct information. When they set up my merchant account to do credit card transactions, they put the incorrect business name (that of another restaurant, which I have no affiliation with). So, every time I have a customer purchase something from me using a credit or debit card, it shows up on their statement as a purchase from "Los *****", and NOT "Los Gordito's". This is a huge branding issue for me. I just started this business three months ago, putting everything I have into it, to build a future for my family. Toast has been avoiding me with this issue to the point where they specifically told me I had to contact **** to fix this. I spent over 45 minutes on the phone with **** for them to tell me whoever set up my account needs to fix the issue. Since then I have reached out to *********************** numerous times. On one of my attempts to reach him, he was on vacation and gave me contact info for two other guys that could help. So, I sent them both an email and neither of them ever reached out. I feel like their lack of concern is not fair. Especially because I am such a new business, and getting my name out to the public is tricky enough. Then, to have the incorrect business name displayed on the statements of the patrons I do get into my restaurant only creates confusion and distrust. Yet, the guys that are getting my business in credit card sales won't take the time to fix a problem that is pretty major, in my opinion. As aforementioned, I have made NUMEROUS attempts to resolve this issue through the proper channels with Toast, and felt this was the necessary next step. I will take further action if this is not effective.Business Response
Date: 11/10/2022
Toast has offered this customer a solution.Customer Answer
Date: 11/11/2022
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.The reason I am rejecting this response is because I have not had anybody personally reach out to me on this matter. I have been more than patient with Toast to get this matter resolved. I did receive an email saying that it should be fixed and it no longer says Los ***** but it still does not have my complete name on it. It now says Los Gordit. That is still not my restaurants name. However it is better than mentioning somebody elses name. I really would like a phone call from somebody who is going to fix this for me and not just sending me an email. It is obvious that I have gone out of my way to contact the Better Business Bureau because I have not gotten a timely response from them. The least they could do is reach out personally and try to fix the problem.
FAQ
Regards,******
Business Response
Date: 11/17/2022
Toast is collaborating with this customer.Initial Complaint
Date:11/01/2022
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 are having major issues with Toast *******. I am concerned their systems were breached and it may also impact other users. Their responses to date have been unacceptable. Further, access to "Security Audits" have been removed from our portal.1)Missing ****** ****** Report filed with Union ********************** Report #**-0837,a.1487 ********* (dba ************) account on Toast ******* Systems have been accessed repeatedly by IP addresses traced to a data center in *******, **. b.After doing a full audit on *******, a total unauthorized sum of $85,584.80 has been added to an employees check, mostly through **** Transactions which we did not catch right away as we dont use Toast ******* for **** contractors. This is contrary to employee's Tax records, also provided by Toast!c.Toasts own data supplied showed no *******, ** IP addresses that I can see when I audited the security portal in our Toast ******* Account. Further, Their own data showed dates such as June 35, 2021 (Yes, June 35, not a typo) which can be indication of a hack since no such date exists.d.I removed all access from previous employee that had these added funds, and ran the Salaried payroll on Oct 15th myself. Toasts records show he was paid almost twice as much as what I authorized and they have yet to respond to me. I know he was paid the proper amount as I changed employee from ACH to paper check.2)Suspicion of Theft of sensitive employee data. a.I briefly audited our Security records on Aug 26 and Aug 27, 20**. I had three separate employees on these dates access their personal paystubs. Right after each of them logged in from a ********, ** IP Address, a separate IP address was logged that accessed each employee account. All separate IP addresses were logged to a data center in *******, **. 3) They have been charging my employees city taxes where they don't live and outside of the business location. They have taken steps to change this and refund amounts.Business Response
Date: 11/09/2022
Toast is collaborating with this customer.Customer Answer
Date: 11/09/2022
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 yet been collaborating with me. Rather, I have been passed around from person to person to date. I have been repeatedly told by multiple Toast representatives that they can no longer work with me on missing funds nor suspected 3rd party intrusion (and Toast has yet to respond to my request on weather there could be a reasonable explanation on evidence that appears to suggest a data breach). These issues have been going on for over a month and I still am unaware if any employees key data could have been breached. They all simply tell me to contact their legal department. I have now been contacted and promised again that they will work with me however so far, nothing. Further, my security audit access has been removed from my portal so I can no longer see IP addresses accessing my company and employees key records. Further, we continue to get emails every day for "Blocked Access" from IP addresses that do not belong to our staff.
I have since filed police report, **** AG report and am working with my trade organizations to help get Toast to take these very serious and sensitive matters seriously and work towards resolution that includes:
1) Confirming if a data breach occurred and remedy of such OR confirming a data breach did not occur and provide reasonable explanation of why unrecognized IP addresses from outside of our state were accessing our cloud portal.
2) Making our company whole as we are missing over $85,000 in unauthorized funds through Toast Payroll.
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,Ben
Business Response
Date: 11/18/2022
Toast is actively working on addressing these issues for the customer.
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