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:03/20/2025
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.
From January 24 2025 to January 30 2025, Toast erroneously deposited money from my business into the wrong person's bank account. They admit the fault is theirs through email, but refuse to repay me the money they gave to another person. They refuse to pay me back.
Business Response
Date: 03/26/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/19/2025
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.
Order #5 at liquid noise *************************************. I arrived at 5 pm and no order was received. I had to wait 20 more minutes for my food as it was not on their screen. This is all very upsetting and a complete waste of my time.Business Response
Date: 03/20/2025
I do apologize there was an issue with receiving your order. Our best suggestion is providing this feedback to the restaurant themselves. Thank you.Initial Complaint
Date:03/19/2025
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 work at Parlor Doughnuts in ************. I started in 2024. The business was sold to new owners in late 2024. Thus far I have not received a W2. Both the current and previous owners use Toast for payroll and other business functions. When the new owners took over they had all employees set up new credentials in the toast systems. This replaced our prior logins. That is why I cannot access any of my 2024 payroll information. The new owners cannot access it either. The prior owners have been non responsive. I have been unsuccessful contacting Toast to get a replacement W2. They keep steering me back to the owners. The W2 is in the Toast systems. They should be able to send me a copy. I have opened a case number with Toast. The case # is ********. Please assist. I need my W2. Do not want to get in trouble with the ***.Business Response
Date: 03/26/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/18/2025
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 supposed to handle our state and federal taxes for our restaurant. When attempting to renew our liquor license last year we discovered ********************** was not following through on making our quarterly tax payments. They needed an PIN (which our previous payroll company did not) to access the website. They were apparently making payments, but without this pin, the state was not applying their payments. Or something. Im not entirely sure what their issue is or was cause we dont have a dedicated support person. Then they needed a power of attorney. Which we provided. And they still cant get our issue *********** get our taxes settled we had to pay out of our personal bank. We want this money back. And apparently also somehow messed up our IRS Form 940 and we got a letter today saying we owe the *** money.Business Response
Date: 03/19/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:03/17/2025
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 accepted order and payment - BUSINESS IS CLOSED!I've called a dozen or more times to Toast and they state a manager will return my call but that hasn't happened. I also tried to contact the business with no results. Note: Toast does not allow for delivery from said closed business - why keep pick up as an option? Please refund money ASAPBusiness Response
Date: 03/18/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 03/18/2025
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 # ********.
I am rejecting this offer because it is an auto-generated response that they will get back to BBB.
Toast, please refund money paid to a known by Toast CLOSED business.
Regards,********
Business Response
Date: 03/25/2025
Toast has offered this customer a solution to their initial complaint.Initial Complaint
Date:03/13/2025
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 to issue us a credit for 1150 and for the last three months, they forgot to apply the credit, applied it to the wrong account and now are not responding to us about the additional verification we sent them for the credit. We need this resolved. They had our account go into collections because they can't get it together. The agent, ***** O won't respond. It's ridiculous how difficult it is for them to do the right thing.Business Response
Date: 03/19/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 03/20/2025
Your company required us to get an additional POS system. When we did, they confused our bank accounts. Now we are being asked to provide even more information. All we want is to clear up the account in collections and to be refunded what is owed to us. Also, please stop the payroll emails! They are still coming.
In the attached documents you see my husbands name, the ending account information and a small scope of all the debits affecting the now closed account.
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,*******
Business Response
Date: 03/31/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 04/01/2025
We need contact with a supervisor. The agents keep passing us around because they are not sure how to resolve the issues. Please, PLEASE have a supervisor communicate with us. We are not getting any where!
Regards,
*******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,*******
Business Response
Date: 04/11/2025
The Toast Care team has successfully made contact and offered a resolution to your initial complaint.Initial Complaint
Date:03/10/2025
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.
My business, *****************, in *******, ** entered into an agreement to use Toast for our POS system in 2021. Recently, we requested to close the account because it did not integrate well with our self-serve tap systems and we found a system that does. The problem in closing the account was that the ownership of ********* was still in my husband's name. He died 1-01-2022.I provided the necessary forms and death certificate which Toast acknowledged, but they still did not close the account AND they still continued to bill me on autopay which I was unable to stop. I have submitted requests through their chat service, I have been instructed to call back, I have waited for over two hours to be connected with a supervisor and there is no supervisor available and my account is still live and I'm still being billed on autopay for a service I have not used in many weeks. No one has an answer. There is not a "supervisor" to approve the cancelation, there is no one to email or talk to other than a representative who apologizes profusely and tries again to find someone to help me.Business Response
Date: 03/11/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 03/11/2025
[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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
W. Jillian ****Initial Complaint
Date:03/02/2025
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.
My phone number is listed as a point of contact for a restaurant called The View in *********, **. I keep receiving phone calls and repeatedly told the business and tech support for toast that my personal number is listed on this restaurants ordering page. They have failed to remove it and I keep receiving calls.Business Response
Date: 03/03/2025
The Toast Care team has successfully made contact and offered a resolution to your initial complaint.Customer Answer
Date: 03/04/2025
[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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *****Initial Complaint
Date:03/01/2025
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 stolen workers money. After repeating do not turn off my card but did anywaysBusiness Response
Date: 03/03/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Initial Complaint
Date:02/27/2025
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 up to use Toast POS in 2023. Before ever going live I cancelled and went with Clover. Randomly in May 2024 Toast Payroll started charging me. Somehow the sales person didn't completely close out the account so they say. My bank says since I did give them my account info when I signed up over a year prior and cancelled they can't consider it fraud. I have multiple case numbers with them and every time I speak with a payroll specialist they say it's been escalated and they unfortunately can't transfer me as it's internal. This has been going on for almost a year now with no resolve. They are illegally withdrawing money from my account each month with nothing I can do about it.Business Response
Date: 03/03/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.
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