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:12/13/2024
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 ordered a Wood Pellet Burner with Rocket Launcher, Home Outdoor Heating, Nano Glass Tube, Long-term ********************************** Life, Easy to Clean Order No. DS664849860PT from Taost ************************* the item delivered and paid upon delivery via QRCODE to CTT EXPRESS, the product delivered (brushcutter) has nothing to do with the one ordered.
Business Response
Date: 12/29/2024
This complaint appears to be unrelated to Toast *** and is meant for a different company and issue.Initial Complaint
Date:12/09/2024
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.
Toast has taken all of my business's deposits since 11/25, Ive had been made aware of no situation going on, my bank has done a full report with nothing turning up, and I cant get a answer from Toast as to where all my deposits are going toBusiness Response
Date: 12/18/2024
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:12/09/2024
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.
Toast is the administrator of my payroll. I've made numerous attempts to contact them regarding deductions from my bank account and tax information not being filed appropriately. There has been no follow-up or response. I contacted my **** **** last week asking if we can please get someone on the phone, no luck.I contacted Toast in August about taxes not being paid in for our company. I didn't receive a response but $2500 was deducted from our bank account. I disputed the amount and called Toast, no response. The State of AL contacted us because they received a check from Toast on our behalf, but had nowhere to post any money to. Toast takes money every payroll but never listed themselves as our administrator. So where are the payments going? They sent me an affidavit for to complete, but I asked to speak with someone to explain what is going on, this was in September, still no response. We've not used their payroll but they just took $1400 from our account this past week. Getting through to anyone who can explain or help has been unsuccessful.Business Response
Date: 12/19/2024
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 12/20/2024
Better Business Bureau:
I have reviewed the response submitted by the business. The business has not "resolved" anything but we have a call scheduled for Monday. I'm not completely comfortable closing out the case because a meeting promise is not a resolution. However, I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** ******Initial Complaint
Date:12/09/2024
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.
1.Failure to Correct Tax Withholdings: Despite submitting accurate W-4 information (claiming four dependents), Toast has consistently withheld federal taxes in amounts exceeding what is legally required. The issue persisted for multiple pay periods before a recent attempt to adjust the W-4 form, which does not excuse the previous errors.2.Fraudulent and Illegal Practices: Toasts payroll system is withholding incorrect federal taxes while processing the correct dependent status. This is both fraudulent and illegal, as it violates federal tax laws regarding correct withholding amounts. The failure to adhere to *** regulations could expose both Toast and its customers to serious legal ************************* Matter After Escalation: After escalating the issue within Toast, no corrective actions were taken, indicating a failure in resolving the problem despite prior attempts. The lack of timely response or correction of the issue has raised serious concerns about their business practices.4.Potential Financial Hardship: The incorrect tax withholdings could lead to financial hardship if not addressed immediately, which puts customers at risk. Given the failure to resolve the matter in a timely fashion, further action, including legal action, may be pursued if the issue is not corrected.Business Response
Date: 12/11/2024
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:11/30/2024
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 would like to file a complaint against Toast, Inc. I emailed **** ******* at ************************************ on October 18, 2024, stating that I wanted to cancel the service for both locations and receive a refund of my deposit. I did not receive any hardware or set up any menus to use this service. On November 8, I received a notice from Toast that the subscription would automatically be billed on November 16. I responded to the email and copied ****, and once again stated that I wanted to cancel the accounts. I received no response. I called customer service on November 8 and spoke with Jayden ***** I explained that I had not heard from **** in regard to the cancellation and refund and was emailed an account deactivation request to submit for both locations, which I completed the same day. On November 10, two cases were created, case numbers ******** and ********. I was assured that I would not be charged and would receive a deposit refund. On November 21, I was billed $367.77 for invoice INV5668415 and $255.84 for invoice INV5669601. November 20th, i called and spoke to Shyam and was informed the accounts were cancelled, she was working on the credits and i would receive a refund. After not receiving the refund as promised, i called November 23, spoke with *******, ************* Manager, and was told that the accounts were cancelled and the operations team was working on the two refund requests of ****** and ******. As of today, I have not heard back from Toast in regard to the refund.Business Response
Date: 12/10/2024
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 12/17/2024
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 today, Toast has yet to respond to my complaint. I continue to receive invoices for a service I dont have access to or hardware, and accounts that are not active on their platform. Ive called multiple times since filing this complaint, but Ive been repeatedly redirected to different departments, such as onboarding, only to be informed that my case needs to be transferred again. According to Toast representatives, I have two accounts: one that is canceled, and the other that is still active, even after Ive canceled both accounts.Once again, i am requesting a refund for both accounts, deposits and november invoices. this is considered fraud.
Business 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.Customer Answer
Date: 12/30/2024
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 have not received my refund.
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,Mj
Business Response
Date: 01/08/2025
Toast is working with the customer to provide a solution.Initial Complaint
Date:11/27/2024
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.
Maru Sushi and Ramen has been in business with Toast, In (approx. 6 months) and a previous restaurant (**** Sushi) over two years. When we started Maru Sushi and Ramen, our salesperson ***** ******* verbally agreed that the rates would be the same as our previous restaurant, (**** Sushi) and the same for providing us free website (as they did with last restaurant). Every time we contact ***** ******* or customer service, they open a new case to change the rate and close the case as completed, but the rate has not been changed,, this has been over 6 months and not have been resolved.Also, they have been wrongfully charging Kiosk Monthly Subscription (May to Oct), it has been removed and is no longer charged, but we would like to get refunded for 6 monthsBusiness Response
Date: 12/09/2024
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:11/25/2024
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 called to cancel our marketing subscriptions two years ago. I had meetings with two of Toast representatives. They promised me that the marketing subscriptions are cancelled. But, we are still being charged with the marketing subscription. I called and wrote on their website. No one is taking care of the problem.Business Response
Date: 12/04/2024
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:11/18/2024
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.
On November 16, 2024 at 1:22 pm I purchased an e-gift card for $100 - the email address I entered was incorrect and I contacted the restaurant but was told they could not help me. I have tried to call Toast and contact them through their webpage but no one calls back and their is no process for emailing them through the website. The restaurant told me they cannot reach them either and never get their calls returned.Business Response
Date: 11/25/2024
Thank you for your outreach. A member from our Toast Care team will be reaching out to you directly to further investigate the complaint.Customer Answer
Date: 11/25/2024
[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:11/07/2024
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.
We have been a customer of ********************** for two years. I tried to cancel our service via the customer success portal and chat, and was told I had to call in to cancel. I called in and spoke to 3 separate people, finally getting confirmation of termination of services. I got an email confirming cancellation. I was then charged for an additional month of service. When I attempted to request a refund, I was told my cancellation was "not complete" and I would have to call again and speak with a supervisor.Business Response
Date: 11/08/2024
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:10/21/2024
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 10/12 we had a toast consultant come to fix one of the multiple issues we were having, after paying $300 they left without fixing it. I contacted toast again and was told someone else would come back out, nobody ever contacted me. I contacted my sales *** who also said someone would contact me and schedule an on site appointment and nobody every contacted me. I have likely lost thousands in sales due to the issues toast has caused me.Business Response
Date: 10/22/2024
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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