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:02/20/2025
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.
Toast is a food delivery app like DoorDash or grub hub. I purchased a meal from a restaurant listed on their site. I paid and never got my order. The toast app directed me to call the restaurant as they only act as a POS and cannot refund money. I called the restaurant and the line was disconnected. I told all of this to a toast *** who told me I had to wait for a response. The business is not open. I will be waiting forever. I just want my money back.
Business Response
Date: 02/20/2025
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:02/18/2025
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.
Bought food using Toast on 1/30/25. Called the restraunt to see if I could push back the pickup time and they never received my order. Call customer service today and the person couldn't do anything for me. I clearly have receipts and a charge on my card from the transaction. On top of it the person from toast customer service was incredibly rude and blamed the issue on me.Business Response
Date: 02/20/2025
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:02/12/2025
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.
We own a small restaurant and partnered with Toast to provide our POS. We had tremendous difficulty due to poor customer service, and poor tech hardware quality. We terminated the contract less than 60 days into the business due to a lack of customer service and resolution to the problems at hand. We were required to pay $4630.09 on 10/14/2024 for the early termination. However, the company continued to bill us $49/month across 3-4 months. They now debited our bank account an additional $4630.09 on 2/12/2025 for the early termination that was already paid on 10/14/2024. The amount debited today has resulted in loss of funds, loss of business, and service delays due to inadequate funding on hand. We have made every attempt to resolve this matter with Toast only to be told "The billing department does not take communication and will reach out to you within 2-3 business days. We were told the same thing in regards to the payroll service charges and that was nearly 3 weeks ago. Toast now **** us well over $5000 for damages to our business and reputation.Business Response
Date: 02/14/2025
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: 02/18/2025
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The business made an effort to contact me today at a specified time. I was unable to answer the call due to dealing with an unexpected issue on our POS (Clover) device today. I tried to return the call but was placed in the que and unable to talk with the individual handling my case. Toast failed to process my contract termination correctly resulting in Toast Payroll continuing to debit $49/month from our account. I completed the necessary paperwork on 1/23/2025 and they still debited my account for the payroll services again today. When questioned about removing Toast from my bank account information, I was told that I would not be able to change it or communicate with the banking personnel of Toast. In short, once Toast has your bank acct information they can and will debit you for anything they want whether they provided the services or not. All attempts to resolve this situation have been met with repeated customer service failures. As a business we will have no other alternative but to close out our bank account and start over. At present time, Toast owes us well over $5,000 due to damages and financial loss.
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: 03/03/2025
The Toast Care team has successfully made contact and offered a resolution to your initial complaint.Initial Complaint
Date:02/12/2025
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.
Misleading Sales Practices Our Toast sales ***resentative told us that by signing up, we would not have to pay the fees associated with **** Eats and DoorDash because Toast had a contract with them. This led us to believe that our *** would be directly integrated into those platforms. However, what actually happened was that we were given an online ordering system (hosted through Toast), and when customers placed an order, it would be fulfilled by **** Eats or DoorDash drivers. This was never properly explained upfront, and because our business is not actually listed on **** Eats or DoorDash, we lose out on potential revenue from customers who search for restaurants directly on those platforms. Broken Promises on POS Delivery Our sales *** assured us that our physical POS system would arrive by a specific date. As that date approached, we followed up, only to be told that it actually wouldnt arrive until a much later date.Unexplained Charges We have received various charges from Toast that no one has been able to clearly explain. Every time we ask for clarification, we get vague or conflicting answers, with no definitive explanation.Ongoing Issues with Refunds and Fee Waivers Due to the issues we encountered, Toast stated that they would reimburse us and waive certain charges. While they have claimed they are working on fixing the billing errors, we have still been charged multiple times despite their assurances. Even after bringing this to their attention weeks ago, the issue remains unresolved, and as of now, Toast still does not have a clear answer on why these additional charges keep appearing.Toasts misleading sales tactics, unreliable communication, and ongoing billing issues have caused significant frustration and financial strain on our business. We are seeking resolution through the BBB to ensure that Toast is held accountable and that these issues are finally addressed.Business Response
Date: 02/14/2025
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaintInitial Complaint
Date:02/11/2025
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 purchased a TOAST system for my restaurant. I need technical support and all my letters, emails, phone calls go unanswered. Attempts to contact them are fruitless.Business Response
Date: 02/13/2025
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:02/05/2025
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 has kept our company locked out of the employer accounts and no one is able to access their w2s. Toast has failed to unlock the accounts even after REPEAT calls and emails from employees and our company. They give us deadlines that they will have our accounts accessible and have yet to meet any of the deadlines they give. It is now February and our employees are still being kept from collecting their w2s. Toast has also been trying to withdrawal and charge money that was not in contact with our company.Business Response
Date: 02/06/2025
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:01/29/2025
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 the company that a restaurant I worked for used for their payroll. Toast emailed me on 1/22/25 to let me know my W2 was ready for me to log in and download. However, because the company I worked for closed, my Toast log in isnt working and I dont have access to my W2. I cannot file my tax return. I have spoken to Toast multiple times (6 times today) and Im repeatedly told something differently each time. On the last call, I was told I would be given a temporary log in. This has not happened. Im in need of my W2. This company has it. Please help.Business Response
Date: 02/04/2025
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: 02/04/2025
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I was told on 1/28/24 on the telephone and in email that someone from the tech department would be reaching out to me immediately to provide me with a temporary log in so I can access my W2 Its past close of business on 2/4 I still have not been contacted I need my W2 Toast is still intentionally withholding my information prohibiting me from filing my taxes and receiving my refund
Regards,*******
Business Response
Date: 02/07/2025
The Toast Care team has successfully made contact and offered a resolution to your initial complaint.Initial Complaint
Date:01/27/2025
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 have a toast POS and they have higher than usual fees. That's not an issue because typically when you pay more you get better service. This is not the ******** of my employees dropped my handheld POS and the screen broke. Not a big deal, I'll pay for the screen repair/replacement. I couldn't not find a repair place locally so I called them to start a repair. They informed me they don't offer repairs or replacement parts.Imagine buying a new cell phone and the screen breaks, you call up the manufacturer and they tell you to buy a new one. This is such a scam! I can't get parts to replace it myself and I can't get them to repair it. It's just a scam they came up with to s**** people out of more money. I do not expect them to eat the cost of a new unit but I also should not have to buy a new unit when my device works fine except the screen is broken. I spoke with a manager and they wouldn't even help with the situation at all. Of course they're not allowed to help because they created these shady business practices deliberately.Business Response
Date: 02/04/2025
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:01/26/2025
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.
This company is withholding my w2 due to an issue they had with the owner of the company i have to file this w2 or I will be penalized by the *** I think it's very unprofessional and childish withholding my personal informationBusiness Response
Date: 02/04/2025
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:01/24/2025
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.
********* ******, our payroll consultant never carried over the payroll reports from our previous provider ******* and now everyone who worked in 2024's W2s are completely wrong. When I emailed him and others, ********* didnt even have the spine to reply to my emails. He has royally screwed me a week away from W2s being due. All employees were notified their W2s were ready to download and turns out theyre all wrong. This man needs to be terminated as it isnt my first issue with him. He single handedly is going to put me out of business. I want to be reimbursed personally for the amount of stress and for the penalties I may incur.Business Response
Date: 01/27/2025
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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