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:10/31/2022

  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 contacted Toast to inquire about switching from Square. I liked square but I was not eligible for a discount on processing fees due to my average ticket sale though our sales volume was high. I sent my Toast rep reports to show what I was paying with Square and we agreed on ****% plus monthly fees as this was the only way I would switch from square if I would be saving money (calculating in the cost of new equipment as well). I was assured this would be a flat fee and adding this plus the monthly fees would put me at a savings. Ive been with toast about 9 months and I have been charged way more than .04% on every single transaction. They lie to get you to sign their contract. When you reach out to customer service they simply never email you back. My contracts state .04% but there is a perpetual term in tiny writing that they lie to you about the meaning of. This should be illegal.

  

  Business Response

  Date: 11/09/2022

  Toast is collaborating with this customer.

• Initial Complaint

  Date:10/26/2022

  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 started using TOAST in June 2022 for my Food Truck Park Bar in order to sell just soft drinks, Beer and wine and some snacks. The sales representative knew I was just needing basic software to track sales. He offered me a 3-months free trial with a bunch of modules I did not need. I tried to remove them from the beginning, but he insisted on keeping them, he promised many times he would send the downsell before the time. I have proof of all emails I sent to him in order to remember the downsell and he never sent anything to me. Actually, in one of the emails, he said the date was September 11, and I was charged on September the 8th. I was charged for the amount of $431 for a store that just sells drinks, our weekly sales are on average $2,500, with 1 employee. This is unacceptable! doing this kind of damage to small businesses. I immediately contacted the sales representatives and he said don't worry, me and my team are working on this! I trusted him but anyway I called customer services for a solution. The process to remove the modules took like 6 weeks and they anyway charged me again $431 for a second month. Of course, The sales representatives did not do anything to solve this, he told me, I thought you had this under control. Right now this situation has been almost 2 months and I still don't receive the money back for these charges. Also, I am not sure if they will be charging me the same amount. I don't have control over the money they charge, they do that automatically from the company checking account. Basically, this is how they scam businesses to charge them a lot of money and then it is like a year to refund the money in the case they refund the money or just lose it. Another complain, is that I was requesting a spanish speaker and I was always ignored. My first language is spanish, so, they used that also as a help to scam clients.Business Name: ************************* ************************************ https://www.theplacefoodpark.com/

  

  Business Response

  Date: 11/02/2022

  Toast is collaborating with this customer.

• Initial Complaint

  Date:10/25/2022

  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.

  Hello,I am filing this complaint due to a payroll account being created for me fraudulently. I am not employed by ANY restaurant, nor do I use Toast in any way. I contacted Toast customer service via their customer service phone number on the website (I did not click on any email links). The representative had no idea how to help me, provided me with no resolution, and did not even take my contact information. I tried to resolve this without contacting BBB, but have found there arent any options to do so. Please help! On Friday 10/21/22, I received the below message:Welcome to the Team! Hello *******************************, This message is being sent by Toast Payroll, your friendly *************** System being used by ****** Midtown LLC, on behalf of: ******************************* Your user name is: ************************** Your company code is: ***** Login URL: https://toast.estratex.com Welcome to the Team! Please use the link below to register Register See exactly what we doTHEN on Monday 10/24/22, I received the below message:Toast Logo Your POS access code has been changed Hi ********,You have successfully changed your access code. You can now sign in to your Toast POS terminal using your new access code.If you did not reset your access code, please contact your manager to confirm this access code update was expected.Powered by Toast Got questions? Our 24/7 ************* team is here to help. ********************** Central | ************** Refer a ***************** $500 Toast FacebookToast TwitterToast Instagram Privacy Statement | Terms of Service Toast, Inc. 2022. All Rights Reserved.Again, I have nothing to do with Toast. My employer does not, nor have they ever, used Toast. I need my name removed from their system. I am afraid someone is using my information fraudulently and have no idea what they are doing and how it will affect me in the future.

  

  Business Response

  Date: 11/04/2022

  Toast has offered this customer a solution.

• Initial Complaint

  Date:10/21/2022

  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 use Toast for our POS and payroll support. There are so many issues with them but now they are not filing our payroll quarterly taxes. I received a letter from the State in June that my quarter 1 filing was not submitted and at this point had fees, penalties and interest charges on our account which I knew nothing about. I immediately notified Toast Payroll in June. I didn't hear back from them for several weeks so followed up with a phone call and was able to get someone on the phone. She asked me to send her over the document from the State and said that she would start working on it immediately. I sent the email on 07/10. After weeks of going back and forth and no resolution said rep stopped responding. I called several times over the next couple of weeks and was always told a manager would call me back but never did. Managers do not take calls. Reps have to send them a ticket and then you sit and hope they call you back. At some point I finally received a manager call in September after I refused to hang up the phone. She advised me that she would make sure this was handle right away. Several weeks went by and again I had to reach out. This time I advised them I was going to be contacting my attorney, BBB and the ************************* In between all this back and forth I reached out to the State and they advised me to file myself for that quarter so I did. Toast never filed and could have as easily as I did. They did pay the fees but it took 4 months from initial contact. I now today just received another notice from the State that my Employee Quarterly Earnings was not filed for 03/2022. So, I am starting all over again to get another issue resolved. Businesses beware! No matter what your payroll company does you are ultimately responsible for ensuring your taxes are paid and reports are filed in a timely manner.

  

  Business Response

  Date: 10/31/2022

  Toast is collaborating with this customer.

  Customer Answer

  Date: 11/02/2022

  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 told you they were in correspondance with us before they even reached out.  I received an email from Toast telling me to run a report and file with the *********** **** of ***** myself.  This is not satisfactory as they should be handling the filing as they are a paid service.
  
  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: 11/04/2022

  Toast is collaborating with this customer.

• Initial Complaint

  Date:10/18/2022

  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.

  Between the months of June and July we onboarded with Toast for POS software ********************* solutions.During the first payroll we encountered many issues with employees not being paid correctly, a garnish not deducted from an employees pay when paperwork was provided, as well as not inform us that we cannot print payroll on our own bank checks only on blank check forms - that which we did not have.After several issues processing payroll as well as several issues in installation, product arrival, training, software set up, etc our experience has been terrible. To sum it all up we are still struggling to receive our refund of over $13,000 even though the equipment was returned back. Communication with the company and their human to human interaction is terrible. They are extremely unhelpful, uncommunicative and have no respect for other peoples time and money.

  

  Business Response

  Date: 10/27/2022

  Toast is collaborating with this customer.

  Customer Answer

  Date: 10/27/2022

  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.
  
  FAQ
  
  Regards,

  Gabriella

   

   

• Initial Complaint

  Date:10/06/2022

  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 work for *********** in ******* **. I signed up for a gift card add-on to my POS system (Toast) back in April. after a few months, I decided it didn't work well for me. So I called Customer Support and canceled. They didn't cancel or stop taking money out of the account. This has been going on now for 5 months, I have called and keep getting told it has been taken care of. My latest case number at Toast is #********.

  

  Business Response

  Date: 10/14/2022

  Toast is collaborating with this customer.

  Customer Answer

  Date: 10/15/2022

  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. 

  [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.] This has been a problem for 4 months and if not resolved by Nov 1 I will incure more financial damages and they have not cancelled my Gift card add-on. I will go to $250 I shouldn't have paid instead of $200. and it will then be 5 months with no resolution.
  
  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: 10/18/2022

  Toast is collaborating with this customer.

  Customer Answer

  Date: 10/19/2022

  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.]

  I have recieved no money yet. Nor do I know if they actually cancelled the gift card add-on until I am billed in Nov.
  
  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: 11/07/2022

  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. 

  [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 still have not recieved my credits, but I am in touch with a Toast representative.

   
  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,

  *****

   

   

• Initial Complaint

  Date:10/06/2022

  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.

  On September 24, 2022 we called Toast Support to report that our whole system was lagging and not processing orders correctly. (Case #******** KDS lag and difficulty). We were informed that our system had reached "end of life". We were never notified that our model was approaching end of life prior to our system crashing and were expected to know this ourselves. We were told to "Call back Monday for a 50% discount" on new monitors. We called on Monday September 26th to report that we were told that we could buy new Kitchen Display Screens and terminals at 50% off. (Case #******** Error message toast stop working). Toast outsources their support so the language barrier was so severe that we were on the phone for quite some time. After speaking with a support agent, we were sent a link to order new KDS screens. We walked through the ordering process with the tech on the phone to assure we were ordering the correct screens. The first two links did not work by the way. We were told that we could order our terminals at a later date by having a link sent to a different email address in order to replace our hardware at 50% off. Our screens arrived and we installed them. We quickly realized there was something not right. We called support to find out that the tech assisting us had us order the wrong screens. The screens we ordered were kiosks not KDS screens. We called Support again on October 4 to reorder the new screens thinking we could use the ones we had for terminals. We were told that the tech support was wrong and we could not order any more screens at 50% off as we were told. It was a one time deal. We were also told that we could POSSIBLEY send back our screens and go without until new screens arrived. (Case #******** KDS set up). Finally we were told that there was nothing they would do to rectify their error and we were forced to pay well over $1500.00 for less hardware than what we started with or go without a POS. Toast lied and cheated.

  

  Business Response

  Date: 10/14/2022

  Toast is collaborating with this customer.

• Initial Complaint

  Date:10/04/2022

  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.

  Around the week of September 12, 2022, We set up a sales tax payment plan to pay back monies for our sales tax and to stop any form of account liens. On September 19, 2022 we realized that our money from the weeks sales had not been deposited into our account. Inadvertently or not a lien was placed on our Toast account even though we set up a payment plan. We put a call in to our state rep who helped us set up the payment plan and explained our situation to him and he went through the process of finding out what happened. He was told by Toast that a third party handling the lien and that we needed to contact them. He received their info and sent over a letter releasing our funds and stopping any further liens or actions. After a few more days no monies were deposited so we placed another call to our rep who made another call to Toast on our behalf and they informed him that they did not receive any information from him. They mentioned that they do not receive these types of responses by email but by fax only. He then emailed the letter he originally sent over to them along with their fax number for us to resend them the information. After a few attempts of sending over the information, we called the fax number only to discover that it was not their fax number. After a number of failed attempts to get a fax number, we were given an email address to send over the information. After weeks of failed calls to Toast and being told their department is investigating our claim, here we are 22 days later October 4th and over $50 k in deposits we are missing and no one can tell us where our money is, who the third party is and what is there contact information and when we can expect our money. We have payroll coming up on the 5th, groceries and other supplies we have to pay for and we have no money to pay for them and the majority of our bills will be due soon. Where's Toasts representatives why are they working with a third party that has no contact persons or numbers?

  

  Business Response

  Date: 10/07/2022

  Toast is collaborating with this customer

  Customer Answer

  Date: 10/07/2022

  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 # ******** at this present time because we have not yet spoken to each other. I have received a response from Toast's contact representative directly and I will be contacting him today.   

   
  
  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: 10/18/2022

  Toast is collaborating with this customer.

  Customer Answer

  Date: 10/20/2022

  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. 

  [A Part of our issue has been dealt with and we have spoken with the Businesses representative and were informed that they once again would be looking into our complaint. Just how long it will take is the issue. So far it's been 10 days. We are still missing a little over $10k and have been asking for someone to send us a breakdown of funds. Their system shows how much we should have recieved according to their records, but did not recieve that amount. They have access to their system and  I'm sure they can go in and retrieve the informtion at any time. Apologies are nice but aren't always the solution we're looking for. Once again they lack in execution]
  
  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: 11/10/2022

  Toast has offered the customer a solution.

• Initial Complaint

  Date:09/28/2022

  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.

  In September of last year I purchased toast for my business "*******************" in ******* ********.I received an extra order of the products that I purchased to setup toast in my business and get it operating, so I sent back the products to Toast *** in *************. I waited multiple months for the amount of $3475.36 to be debited back into my business account, and it was NOT. I am now on my 4th time calling and multiple tickets later and no resolution. My Case number is (********) and I called twice this week and was told I would have a call back or a approved deposit within the next few days but this is the same "run around " procedure they have been giving me the past few months and I do not simply have time to be dealing with this.

  

  Business Response

  Date: 10/03/2022

  Toast is collaborating with this customer.

• Initial Complaint

  Date:09/27/2022

  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 have been a customer of **********************, *** and its POS system for a little over a year now. I own three successful and busy TEX/MEX *********** in the Mid-West. A recurring problem with Toast, *** and its POS system involves the batching of credit card payments made by my customers which run through the Toast payment system once a credit card is swiped for payment. Toast has been frequently low balling the amount of money my restaurant tallies each night for credit cards and releases a lower amount of money totaling thousands of dollars each night. This week I called them to inform about all three *********** missing money totaling over thousands. One restaurant alone is missing $2,260.12. Toast customer service whom I stay on the phone with hours a week at times told me they cant find the missing money and to wait for their investigation. This is only one of many times an issue of improper money transfers has occurred. Ive attached an e mail correspondence with Toast, Inc. I urge caution with this company given my experience.

  

  Business Response

  Date: 10/03/2022

  Toast is collaborating with this customer.

  Customer Answer

  Date: 10/03/2022

  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.
  
  FAQ
  
  Regards,

  ******