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:09/21/2022
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 December 27, 2021, I sold my restaurant ****************** LLC #2 dba ************************************) in **************, **. We were clients of Toast **** for tech support up until that date. The new owners were also going to be clients of Toast **** after the transition. The new owners (******. LLC) did not have their account set up initially after the sale. As the owner of ***************** #2 LLC, I kept the support services until their account was set up so that support services would not lapse. ******. paid the monthly support fee for ******* ********** 2022. ***************** LLC was also debited the monthly fee for support services for ******* ********** for the same location. After ******* fees were debited, I was in contact with Toast to stop payments. February of 2022 had a payment debited anyway & I had to stop payment for March as Toast clearly wasn't listening. After multiple calls, email correspondence began on 3/21/22 and we were told that we had to do a "change of legal entity", which was completed. I have had numerous phone calls & email correspondence since that date & was told that a refund would be granted since the change of legal entity was done. Each time I called, I never was able to speak to the same person or department & was told I would receive a return call on 5 occasions by a supervisor, which never happened. The latest email correspondence from a supervisor stated that the "credit memo has been rejected because we aren't able to send a refund to an old owner once a new owner's information is written to their account." This is after we received confirmation that the refund would be deposited into our account. Toast also stated that they supposedly no longer had our banking routing number, etc. However, they had confirmed during this process that yes, they did have that info still. The supervisor that sent that email did not even ask for us to submit the routing number etc. again. We paid $509 for each month for a total of $ ********
Business Response
Date: 09/28/2022
Toast is collaborating with this customer.Customer Answer
Date: 10/11/2022
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.
****** at Toast has reached out, however, this case is in no way resolved
Business Response
Date: 10/21/2022
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.
We have not been reimbursed and are not sure why as it has been over 30 days.
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,Hunter
Business Response
Date: 11/09/2022
Toast is collaborating with 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 Answered.
****** at Toast has reached out and stated that our refund has been "approved" and that someone will be contacting us to issue this refund. I emailed ****** on 11/9/22 & asked him to check back with us in a week to see if Toast has actually reached out. Thank you.
[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,Hunter
Initial Complaint
Date:09/20/2022
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.
Our business JJ's Dive DBA Big ****** purchased a point of service machine 9/30/2021. Received it **************** in the setup process realized that due to not enough internet service, the machine would not work properly. We received approval from them to return the machine due to not being able to use it. They sent us ***** postage to ship all the boxes back, which we did in the same packaging they came in due to not being able to ever use it. Shipped it back and never could get an answer out of them as to why we hadn't been credited for the returns. Have sent several emails and phone calls with no responses until I finally got a **** ******************* with Toast that tried to help. My last correspondence was July 12,2022. Last update was that they received it back and they would not credit us any refund due to it being used. They also tried to state that we never paid for it, which in turn I sent ******************* a copy of my paid invoice. Once I sent that, he stopped corresponding with me. My last request was that if they state it was used (which it wasn't, due to us not being able to put it in use due to no internet connection), they needed to send the machines back to me. I paid for all of the equipment and if they would not give us some type of refund, then I still own them regardless of if I can use them or not, it would not be right for them to take my money and my product. Nothing is adding up with and we are not able to get anywhere with the company. It is a large company, so I do not understand by we can not resolve the issue. IBusiness Response
Date: 09/28/2022
Toast is collaborating with this customer.Initial Complaint
Date:09/13/2022
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.
Toast is the credit card processor and our Point of Sale System. They have not deposited any money into my account since Aug 4, 2022. Somehow the bank account information was changed in their system (not by me). After calling to ask about it, they determined that the deposits had been rejected but there was not notification to me and nothing in place for them to be alerted. On Sep 9, a ticket was opened and someone from business operations was supposed to contact me to fix the bank account issue. Having not received anything by Sep 13, I called again and spoke with a tier 2 manager who assured me that someone would contact me by end of day. Its now 6:45pm and Ive received nothing and Toast has had 6 weeks of my income with no recourse. Their customer service system is set up almost by design to keep their customers in a loop with no resolution.Business Response
Date: 09/21/2022
Toast has offered this customer a solution.Initial Complaint
Date:08/31/2022
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 May 31, 2022, I sent an email to Toast ******* services, who services our employee payroll and files the appropriate taxes. Our taxes were not paid properly and I have been trying to get this fixed. Interest and fees apply when this is done so late. I have no idea what the status is and the customer service reps keep saying "a tax rep will get with you" and they never do... I emailed for updates and got NO resolution on: June 7 June 21 July 1 July 17 August 8 August 16 August 26 These ************** taxes need to be paid and taken care of immediately.Case #******** is one of the many correspondence cases to reference.Business Response
Date: 09/09/2022
Toast is collaborating with this customer.Customer Answer
Date: 09/10/2022
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 Answered.
Nobody has reached out to me from Toast about this. Don't be dishonest and say you're "collaborating with me" because you are not. Fix this tax issue and THEN I will close this as 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: 09/21/2022
Toast is collaborating with this customer.Customer Answer
Date: 09/22/2022
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.
As of September 22, 2022, Toast had finally reached out to me and had stated via email that leadership has agreed to reimburse my company $171 for the taxes that I paid to the ****** Once the amount is reimbursed in full or given as a credit to my toast account, I will be more than happy to close this as 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,******
Initial Complaint
Date:08/30/2022
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 used Toast's services for our businesses in the month of May. We discovered it to be inadequate to what our business needed, contacted customer support, and never received a response. We then cancelled our membership. We had a phone call with the district manager who said we would receive a refund when we shipped ************ back. We received the shipping labels after 6 weeks (July 17th, 2022) and shipped the hardware back. After multiple phone calls and emails, Toast has still not processed a refund and has confirmed they received the hardware.Business Response
Date: 09/09/2022
Toast is collaborating with this customer.Initial Complaint
Date:08/22/2022
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 needed to change my checking info because there was a compromise. I passed in all the paperwork since august 11, 2023 and it havent been updated. Theyre currently holding thousands of dollars from our business.Business Response
Date: 09/23/2022
Toast has offered this customer a solutionInitial Complaint
Date:08/13/2022
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.
Bixi Beer - ************ Check #9 for *********************** Ordered:8/13/22 12:38 PM Order total ***** Customer placed order for delivery with *********************** application. A doordash driver was assigned to deliver however the driver stole the order. Doordash support filed a report for this issue and refunded the store 37 dollars. The store has a refund from doordash along with customer payment. Customer tried to get in contact with manager, it seems they are upset ******** did not cover the full amount of order and asked the customer to report fraud with their bank which is unacceptable.Business Response
Date: 08/18/2022
Toast has offered this customer a solution.Initial Complaint
Date:08/01/2022
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.
UPDATE on Complaint #******** ************ offered to resolve the matter and has FAILED to do so! I have supplied all the required documentation that they required. They are still illegally depositing funds into an account that no longer owns the business.ORIGINAL POST:My husband and I purchased a business that uses Toast, *** for it's payment processing. We decided to keep the system, but have had nothing but issues with their lack of customer service. The company finally got us the documents to sign to get the system into our names on the 7/14 after being contacted multiple times since the 5th. We purchased the business on 7/5 and they had continued to decline us the opportunity to remove the last owners from the system and put us on the contract. Since the documents have been signed and submitted on 7/14, they continue to deposit our funds into the previous owner's account. This situation has been brought to their attention by myself as well as the last owner without any resolve or response from the company. To date, 5 deposits have been fraudulently deposited into the previous business owner's account since the documents were signed and submitted. They are refusing to resolve this issue. The delay in funds being transferred to my account are causing bookkeeping issues and is disclosing private financial information to individuals who no longer own the business.Business Response
Date: 08/15/2022
Toast has offered this customer a solution.Initial Complaint
Date:08/01/2022
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.
Hi,There are several issues that I have been having with Toast. Over a month ago I spoke to a rep about 3 charges that Toast had charge our account. I can an answer to 1 of them but not to the other 2. When I followed up via email I got no response. This is probably the 5th time that I had spoken to a rep about these charges and have spent hours doing so and still have not gotten an answer what they were for. I have email records showing the lack of response from Toast.The second issue that I had with Toast is that we spent over 10k on Toast equipment for our new store. A tech was supposed to come and spend several days setting up our equipment. She barely even came 1 day and never ended up coming back. We didn't have time to wait for Toast to schedule someon else to come back since it takes them several weeks to get a tech. We ended up paying our own tech alomst 3k to fix and finish what the Toast tech lacked and messed up. We would like Toast to refund or at least give us credit for the 3k that we spent.Business Response
Date: 08/15/2022
Toast has offered this customer a solution.Customer Answer
Date: 08/15/2022
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.
We never received any response or solution. Do you mind sharing what that solution was since that is what you are claiming?
[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,Levi
Business Response
Date: 08/18/2022
Toast has offered this customer a solution.Customer Answer
Date: 08/25/2022
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,Levi
Initial Complaint
Date:07/29/2022
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 used this company for our restaurant as a point of service. Three weeks ago we contacted them of a change of account and ownership and asked that further monies collected at the restaurant go into this new account. We gave them all of the legal information needed, but they kept trying to deposit monies from July ***** into our old account and over $17,000 is "out there" somewhere in cyber space. This money is needed badly to pay for food, payroll and other things the restaurant needs. We have called them everyday and spent hours on the phone with low level employees who are kind and want to help, but can't. When the higher *** contact us, it only gets so far with still no resolution. Just yesterday our new monies began being deposited in the new account, but the monies from those 10 days is nowhere to be found. Well ********** has seen no money deposited anywhere in our account and they cannot tell if it was tried to be deposited as they are claiming. Their system should be able to bounce back deposits that go into closed accounts. Either way, we are due the money we collected from customers.Business Response
Date: 08/18/2022
Toast is collaborating with this customer.
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