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
- 246 total complaints in the last 3 years.
- 82 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: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.
On 1/23/25 I made two calls to support;Case ******** and Case ******** Support in ************* is total waste of time - no help at all.I have bad ***** router, and 2 toast Toast Tap not working.I was able to configure my Netgear router to take over ***** router to keep us working.There is language barrier - they keep saying that they know what to do - They don't.Toast has horrible technical support outside **. Tech support in ** is good but you can't get them.
Business Response
Date: 01/29/2025
Thank you for your outreach. A member from our Toast Care team has reached out to you directly to further investigate the complaint.Initial Complaint
Date:01/18/2025
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.
I never used toast why I have balance ?Business Response
Date: 01/22/2025
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:01/16/2025
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 been trying to get my refund for ******************************************** through circles. I have a second case number that doesnt do anything! I have called numerous times! Im very upset! They are not helping me at all! Give me my refund back NOW!!!Business Response
Date: 01/21/2025
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:01/14/2025
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.
I have been using the Toast POS system in four of my restaurants for the last four years, and honestly love the system as it has made day to day work with both customers and employees a more streamlined and less complicated process, allowing me to focus on the business itself. However, when it comes with dealing with Toast directly that is not the case. Currently the *** is requesting important financial documents for an audit and Toast is yet to comply and send us the necessary documents. They will not transfer us to a supervisor and will not send us the needed documents that are a part of the Toast POS system which we pay a lot of money as a part of their service. This should not be the case for a customer who makes ********************** a lot of money yearly on credit card fees among other sources of revenue. We are requesting Toast honor its pledge and work with its customers like ourselves and not make things difficult. The current case numbers with Toast are ********, ********, ********.Business Response
Date: 01/17/2025
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: 01/21/2025
[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:01/13/2025
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 pos has been holding deposits from 1/3/25, 1/4/25,1/10/25 and 1/11/25. When contacted they say it has been deposited then it wasnt deposited and now refuse to check on status of the funds. The total amount of funds not credited to our bank account from previous sales is over $1200. I have reached out to the business daily and they continue to not have an answer to where the transactions are or to fix the issue from their end. They have violated the contract by not providing services charged.Business Response
Date: 01/16/2025
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:12/27/2024
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 Christmas evening, 12/25/2024 my daughter and I were gifted cash to get Christmas dinner delivered to our home. We decided to support the local businesses and order with the Local by Toast app. The app showed open and available restaurants we could order from to which we placed a $92 order and was told it would be delivered in 42 minutes. The money was immediately taken out of my bank account and no order showed at the time it said it would. There is no customer service number for ********************** and no one to talk to for status. 2 hours go by and we were told the restaurant was closed and the order was cancelled. Toast kept our money and my daughter and I had no money for food or food in our house to eat on Christmas evening. We were so hungry that we ate frozen meatballs and popcorn. I called the restaurant the next day and was told they do not have a transaction or order from Toast. I was told by Toast from their merchant customer service that it was the restaurant holding my money. I was assured by the restaurant they did not see the transaction in their system and that Toast takes the money then pays the restaurant. On day 3 - today, I called Toast merchant customer service again only to be told the same thing. They still have my money with no resolution.Business Response
Date: 12/30/2024
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:12/26/2024
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 contacted Toast POS about closing my account in November. I received a case number #********. They did not close my account and have been continuing to charge me service fees for November and December. Their agent says I have no "proof" I called and tried to close the account. I shared with him the case number, and he said it was just a complaint in his system. Toast has my bank account information and is continuing to extort money from my business.Business Response
Date: 12/30/2024
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:12/22/2024
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.
Dec 22 2024 I ordered from Del apex and used toast delivery service. 2 hours goes bye and received no notification of a driver being assigned to my order. I called the restaurant they said for some reason toast has not communicated to pickup my order. They were left on hold and I told them since its been two hours ai will pick the food up. They said they would try and get my delivery and tip refunded but not sure because toast had not answer their calls and were left in the queue. So after i had picked my order up this is lore than two hours later and I returned home with the food, they had said they now have assigned me a driver to pick my order up. Then they said my driver had picked up my meal, interesting lie after lie. No one reached out to me let alone their customer service refused to help and said it was out of their control. Toast is basically setup to scam people out of their service if it fails. They just point the finger when they are the pointman.Business Response
Date: 12/30/2024
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:12/20/2024
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.
They treat my and run money out of their business I have $51 and credits yesterday today I have 35Business Response
Date: 12/29/2024
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:12/18/2024
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.
Charged monthly two fees. One for INACTIVITY which we called to report.... The other is for not having a FEIN, which we called to report when we cancelled payroll. We closed the business six months ago and they continue to charge the account, which they made us open and then merged our other food trailer account to. We had two TOAST accounts that they merged and now charge our one bank account WITHOUT our consent after telling them to stop.Business Response
Date: 12/30/2024
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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