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Business Profile

Point of Sale Systems

Toast, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/26/2022

    Type:Order Issues
    Status:
    Resolved
    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 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: 07/28/2022

    Toast has offered this customer a solution.

    Customer Answer

    Date: 07/28/2022

    [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. Toast reached out to me yesterday and offered a solution. I have submitted the additional information that they requested and I'm waiting to see if they will resolve the issue in a timely manner.

    Regards,

    *******************************

Toast, Inc. is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

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