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Business Profile

Point of Sale Systems

TouchBistro USA Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Point of Sale Systems.

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 19 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:08/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Upon researching Point of **** services for my business I was presented with an offer from Touch Bistro. While making this decision I was contacted by the sales *** multiple times at all hours of the day. She promised me setup, technical support , paper supplies, just to name a few. Upon receiving the equipment I was told that nobody would be coming to set it up. In the meantime, we tried everything on our end even as much as having our utilities changed to support running the new equipment and still failed! The sales *** refuses to take any phone calls to rectify the situation. Ive tried multiple times to return the equipment, I was told I would be sent a return ship label and never received. Dealing with touch Bistro had been a nightmare to say the least, their customer service is terrible. They have lived up to no end of their agreement. They are now billing us for equipment charges that we cannot use I greatly appreciate any help that you can give me in resolving this matter.

  • Initial Complaint

    Date:08/05/2024

    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.
    Im trying to cancel a subscription with a company touch bistro since March. Every month the tell me they will not continue to charge my credit card but continue to do so with out a refund. My credit card company cant not stop the charges only dispute them every month. I have emails from the company saying my subscription was cancelled. This is a ****** charge the last 5 months

    Customer Answer

    Date: 08/30/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding TouchBistro USA Inc. has been resolved. They refunded the money they deducted from my account after canceling the subscription to their services.  I asked them to not card my credit card anymore. I am hopeful that they will not charge my account again on September 3rd 2024.  At this point I can only wait and see if charges will appear.   

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:08/05/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    After using them as my POS provider for 2 years, I was not happy and in March I called their customer serv, notified them I was discontinuing their service. I was told their billing **** would contact me. A month goes by, and they charged me for monthly fees $190 and $205. I started a complaint & got a reference # ******** in early Apr. You can't call their billing ****. You have to call tech support. In May I was charged again. So, I called again on Jun 7. Again, had to talk to their tech support and was told the billing **** would contact me. I don't hear from them, so I call again on Jun 24 to complain. Finally on Jun 25 I get an email from billing saying I still have months on my term. They didn't give any details I asked to see a copy of the term and got no response. I assume there is clause that you are automatically signed up for a year, but if that's the case that is shady. But this company just continues to charge me $395 a month without providing any detailed explanation. I would never refer this company. Their POS is subpar and their customer service and business practices are terrible.

  • Initial Complaint

    Date:07/26/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Hello,We are having an issue with our point of sale system provider. We entered a contract in April of 2023. During this time the amount of sales tax that needs to be collected is not calculated correctly. Every month we are continually not collecting enough and we have to pay the difference to CDTFA out of our pocket. We have contacted Touch Bistro Support more than once regarding this issue. Most recently on 7/5/24 (case number ********) I called back on 7/12/24 and again today 7/24/24 to get an update. As of today they still have no answers. I cannot afford to keep paying the difference out of my pocket and still have no answers. I also contacted them to speak to customer care on 6/28/24 and asked them to talk to them again today. I received the same answer on both occasions, "someone will reach out to you". To date, I have not heard or spoken to anyone. I would like to get out of our contract ASAP.

    Customer Answer

    Date: 08/21/2024

    Better Business Bureau:

    At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/20/2024

    Type:Customer Service 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.
    In April 2024, I called Touchbistro to cancel the reservation service application I was using from them for my business (Flight Plan Wine and Tapas, ***********************************************************************************************************). Case number ******** was opened by Touchbistro. I decided to switch to another application, OpenTable. The service from Touchbistro was month to month, and there was no contract, I called them two weeks before the next bill was to arrive via email. In mid-May they continued to bill me for the service, and I called them immediately. After two additional weeks, no action was taken, I called again and was given a second case number ********. In June, I called a fourth time and they said their accounting department would take care of it and give me a refund. On June 18th, I was billed again for a service I no longer use or want. I called them a fifth time to tell them and ask why they continue to bill me when I already cancelled in April. Their customer service has no idea and I cannot get answers,

    Customer Answer

    Date: 07/16/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding TouchBistro USA Inc. has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    TouchBistro is one of the *********** we use for our two restaurants. We have been facing multiple system issues with it. We have called more than 20 times to resolve these issues, but the only response we get is that our case will be escalated to a higher department and someone will reach out to us as soon as possible. However, no one has ever called us or tried to solve the issue. Instead, we have had to refund customer payments due to system glitches. We stopped using this system on June 1st 2024, they are still taking monthly subscription fee from us. Because of their poor service. Now, they are asking us to pay a 6-month fee and a hardware fee, which I don't think is fair.

    Customer Answer

    Date: 07/13/2024

    At this time, I have been contacted directly by TouchBistro USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    TouchBistro sent me some unnecessary bill amount which i have attached with this message. 

    This complain is about completely poor tech support and defective service, because of those reason our customer suffered and our operation did not go well. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

    Customer Answer

    Date: 08/29/2024

    Better Business Bureau:

    At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********. But they continue to charges me on my credit card for not having service. 

    Sincerely,

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

  • Initial Complaint

    Date:05/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 contracted with Touchbistro to be my POS provider for my restaurant in November 2023. The agreement included a promotion of equipment and the contractual obligation to use their payment provider WePay (owned by *****). Sometime in early 2024, they switched payment processor to a different company, and asked me to sign an docusign with the change. Reading through the document, it included a number of new terms I didn't agree with (like them being able to raise my rates as their sole discretion). So I asked them to either keep WePay as my payment processor (per our original contract), or refund me my deposit. Upon speaking with their ************************* They told me they are unwilling to cancel my contract and refund me amount, I either needed to pay 5k for a contract buyout. Or pay my subscription of $140 for the remainder of my 2 year term. At this point I haven't received any equipment of services from them yet. I simply ask that they cancel my contract and refund me the 350 USD deposit I have paid.

  • Initial Complaint

    Date:04/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    04/26/2023 to 05/04/2023 ************ used TouchBistro before the combination of issues forced us to swap back to Square. We worked with the TouchBistro team through extensive onboarding and launch. We worked with them on customizations for their software daily during that week to try to make it work. Our customers were VERY upset and hated the process. It took longer to process transcations and we were losing money and business. We expressed all this to TouchBistro and they couldn't help us other than hours and hours of modifications. We are a basic coffee shop with no strange order of operations. We couldn't keep losing money each day so we went back to Square. TouchBistro wouldn't take their equipment back and wouldn't stop the service. We have been turned over to ********, *******, and ***** and they are trying to collect $14,554.48 though the service never worked for us, we attempted everything that we could, and we tried to return the hardware.

    Customer Answer

    Date: 05/21/2024

    Better Business Bureau:

    At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:04/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Upon the first interaction with Touch Bistro in January 24, 2024, I was promised to have my POS installed within a week and a half so I decided to give them a try. After zooming with the next level representative to set things up on January 30, 2024, she assured me there was no way for them to possibly have me set up that quick. At this point, I had already given them my banking info for the deposit, and needed to cancel all transactions. She verbalized that she would begin the cancellation process and I would receive a refund for my deposit of $251.71. I still have not received it. Fast forward to March 1st and Touch Bistro takes $148.84 from my account. I never received any equipment or services from them and they have not refunded any of this money back to me. Everytime I call their customer service number, they tell me someone will call me back within 48 hours and no one calls. If I ask for a billing department, they tell me their billing department does not have a direct phone line for them to transfer to. The last thing they told me March 4th was that the refund has been processed. I have not received any of my money back.

  • Initial Complaint

    Date:02/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 for *** services from Touchbistro. In early December 2023, I Signed a 2 year contract, paid upfront costs of $700+ for delivery and fees and was told their monthly services would be $89 x 2 operating licenses with all the *** hardware and operating systems required for both of my locations. My *** equipment was supposed to be delivered by to me within a months time. And that my go live date would be January 29th latest. I was not supposed to get charged for monthly fees until 1) my equipment shipped, or 2) my live date at of January 29th if I had my equipment on hand. I have not received equipment, they have delayed my go live date, and on top of that they have charged me 2 months of fees for which they were not supposed to charge me and I have emails from their team. They claim they will contact me and never do, instead they keep threathjng me that I cannot cancel my contract because its for 24months. Meanwhile I have no equipment. I asked for a refund and cancellation of their services and they keep threathjng me with having to give up the $700+ I paid upfront plus pay the monthly fees for buying out the contract. A contract which they have not abide by.

    Customer Answer

    Date: 02/27/2024

    At this time, I have been contacted directly by TouchBistro USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

    I have not received a follow up email in over 4 weeks, to confirm that they have officially cancelled and refunded the amounts that I pre paid which equaled to more than $1,000 USD. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

    Customer Answer

    Date: 04/03/2024

    Better Business Bureau:

    At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.

    Sincerely,

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

TouchBistro USA Inc. is NOT a BBB Accredited Business.

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