Complaints

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.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  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.

  We are a current customer of ******************** and are canceling our contract. The initial contract was signed on 4/1/2020. Our "go live" date was 4/21/2020. A customer care rep for the company is trying to tell me our 12 month contract ends on 6/30 because that is the date that we were billed. the contract specially says that the contract start date is the go live date. The initial contract was 24 months and then it auto renewed every 12 months. I believe Touchbistro is intentionally trying to deceive us with the contract end date for their financial gain because we are canceling our contract. It is very possible they do this to other canceling customers. The representative named **** is not willing to provide us with his manager's contact information and we were told the customer care department will not take incoming calls. What kind of company is this? We are a customer and they will not take an incoming call from us? We have to sit here and wait until someone decides to call us back?

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding TouchBistro USA Inc. has been resolved. The business has contacted me and resolved my issue.
  

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

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 are refusing to give me a merchant statement. I have called over a dozen times and they either play dumb or tell me a supervisor will call me in 48 hours and they never do. They send me to a cloud account and all the reports on there I can possible pull conveniently leave off the fees they charge.

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The gradually accelerating deterioration of Touchbistro's software used to be one of those things that was essentially tolerable; it was sorta cheap and sorta easy to use, so you would just ignore it and hope for them to someday get their act together. Nowadays these issues are increasingly financially costly. Credit card transactions (or just the tips) sometimes don't get captured. Other times entire transactions are actually captured but cannot be found in the **** Payment voids and refunds often work, although sometimes they just spin endlessly or the app crashes and one has to phone them and open a support ticket to find out (within a few days) if the transaction completed or not. With this last payrolll run TB randomly "forgot" the employee clockout times for a few dozen shifts over the course of a few days. They are unique among POS providers in that they have an extremely dysfunctional relationship with their in-house payments processor, Chase WePay, to the extent that the TB payments support people are unable to even call them on the phone- nor can they provide monthly processing statements, rather they give you a vaguely detailed CSV download from which you have to calculate the number yourself. Since late 2020 there has been some new time-and-or-money-consuming failure every couple weeks. I can't continue to run my business like this but I'm also apparently contractually bound for another year with a POS provider who has consistently failed to provide me a usable product. I don't even want my money back; I just want to be free of this pestilence.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brought on board by Touch Bistro after the end of our contract with another provider. We were told it would be setup and onboarded within a month, which gave us plenty of time to switch over. We received our equipment after 3 weeks. 2 weeks late. we at once tried accessing our menu to get it working but had no access to our menu. We were told we would get a call from an onboarding specialist to help us set it up. It has been 6 months, and we still have not received this call. We still have no access to setup our menu and are still being billed $245 a month for inoperable services. They say we can't get out of our contract due to a promotional issue with the (still unused) equipment. Since this company could not live up to their end of the agreement, we had to go with a different payment processor, but they still charge us every month.

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 POS went down. We ordered in April 2023 the Touch Bistro POS, Touch Bistro has not sent all the equipment. We havent had install, they are debiting our account each month $89 and we still dont have any service or a way to operate. They will not contact us

• Initial Complaint

  Date:11/03/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In June 2021 I signed a 2-year contract with the company Touchbistro for their Point of Sale system. In these 2 years I have had many problems related to hardware and software and I was determined to switch to a new system as soon as possible. However, the main problem of the *** is the inefficiency and poor costumer service of the staff. On several occasions I expressed my desire to switch from their company and they always told me that I would have to pay the early cancellation fee. In September 2023 I finally reached an agreement with a new *** company and called TouchBistro to terminate my service. To my surprise, the representative informed me that since I had not called before the expiration of the contract, it had been auto-extended for an additional year. THIS IS A SCAM!! I have no other word to use, these people are using cheating systems to trap clients after the contract expires. The system is not cheap!! At the beginning of this year I spent more than $600 renewing the payment terminals since I had several months left on my contract and the ones I had were no longer useful. I paid on average about $350 each month for the last 28 months and yet this company tries to trap me for an additional 8 months or they say I have to pay them $1600 for early cancellation. I DON'T THINK THIS IS FAIR!!

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by TouchBistro USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:10/02/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In June, we realized we needed a new POS system, as the system was messed up, and an update unavailable due to touchbistro messing up a change of ownership in 2020. After having to shut down the business for a day, due to being locked out of the system and tech support refusing help, I was looking for a new company. I was in contact with ***** at TouchBistro, and he assured me it was an update issue, and they would send us a whole new, updated system with good incentives, as well as a 2 month credit, and gave me his WORD that the failed support issues would not be a problem going forward. Refused to make an addendum to the contract that if they continued to be, we could move on to another company. Fast forward THREE MONTHS and we FINALLY get the hardware in, powered on to set up, 9/15, only to find out that there were no printers sent. Packed it all back up, spoke with *****, who was supposed to be handling this account, who ASSURED me he was going to get it out by 2pm, so they would be here Monday, Wednesday at the latest. Wednesday comes and goes, cant get a contact back from anyone, until they sent an email the following day for us to fill out another contract, and pay another 35 dollars for shipping. I contacted *****, and of course, they had not even bothered to call us to let us know they had lied, yet again about sending out the printers. I told him we are not paying another ***** to this dishonest, scam of a company, and I wanted to speak with his direct supervisor. That was September 21st. I still have yet to speak with his supervisor, was refused directly, and sent over to the retention team. I have yet to hear from them either, but had the customer care team contact me today to let me know we have to pay for hardware we were scammed into through dishonest business practices, and we will be billed for the services we have yet to receive, after I refused their (free shipping) after being held up 12 days waiting on a supervisors return call.

• Initial Complaint

  Date:09/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Tuesday August 29, 2023 we received our new card readers from touch bistro. We set them up on our POS system and they will accept every type of card except cards from one bank ************************* There was a call placed to them and a case number was issued. We have had to ask our customers to use other forms of payment and this is costing us to lose sales. The bank that the payments are not being accepted from is literally across the street. It is one of the most used banks in our community and we are having to tell our customers that we cant take their cards for payment. We have worked with that bank to ensure the issue isnt on their end and they have shown us that this is a touch bistro issue. Touch bistro insists that they are not responsible but they refuse to have a supervisor or company representative contact us. They also will not send us replacement readers to fix the problem.. there is nothing on the web to help us contact anyone other than the customer service department which has been zero help. We have requested to speak with a supervisor and are told that one will call us back but doesnt. This has been awful for our business as well as our customers. We have invested a lot of money in this POS system and it has been a huge disappointment. Please help us get them to resolve this. They will likely tell you that the issue is not with them but they are being dishonest. They told us who we had to use for a processing company and it is my understanding that the problem is with them. We have had CNB physically come to our restaurant and run a card and show us on their system where they accept the charge and it is immediately declined on the other end. No other cards we have run have this issue. We just need touch bistro to resolve this issue and as soon as possible.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  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.

  Touchbistro,You asked why I need to cancel my contract with you?Lets start at the beginning with an ****** pushy sales rep who was so desperate for a sale, he wrote the wrong address on the contract. When questioned and asked him to fix it, he said it was not important and they will fix it later. That should have been a red flag to me about your company, but I naively signed the contract, trusting your company would fix it. That decision not to fix the address then has been an issue every time I called your support for help. And every time I would ask them to change it, and they said they would, yet they never did.Moving along to set up. We received the equipment but were still a few weeks away for the network company could come out and install our network. Once installed I tried contacting your company by email and phone to set up the onboarding. It took me three weeks before I was able to get someone on the phone to help with onboarding setup. Once we started the process, we discovered that you sent us the credit card readers without any wiring to set them up. We were only a few days from opening and had to scramble to get the wires so we could use the credit card machines. Once we were open the real problems started. - Your reporting method make no sense (ie cash not included in net sales)- You back office *****, almost everything has to be done from the iPad - Bar drawer (or lack thereof)- Auto Gratuity counting as cash At the end of the day, it is not my managers responsibility to find and fix these issues. I understand you are willing to create, for example, a cash drawer feature for my bartenders. If I had known that we could not use a simple Till feature, I would not have signed this agreement.Hope this helps,One of the many restaurants you claim to serve, but refuse to let out of a contract even AFTER admitting you have inadequate features, previously promised to us (Per the contract).

  Customer Answer

  Date: 09/15/2023

  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:08/10/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 signed with Touchbistro for our brewery in April. We were guaranteed the system could go paperless, swipe a credit card to start a tab, tip and sign on the device, as well as we were told they had the capability of producing digital menus. We installed our hardware Saturday, July 29th, I had onboarding on Monday, July 31st. This was when I was fully able to see the system's capability. The technician knew my request to be able to swipe a card to start a tab and have paperless checkout. When I asked about this the response was I will send you directions. On Monday afternoon I received the directions, they stated paperless was not an option if you wanted to swipe the card to start a tab. I emailed the technician on August 1st requesting clarification and help to see if there was a work around. She responded on August 1st that she would look into it with her team. We heard back from her at the end of that day stating the only options were if we wanted to swipe to start a tab we needed to use paper or we could swipe and hold the credit cards behind the bar. We made the determination on August 2nd we could not use this company due to the fact the system could not do what they promised us it could do. I requested to terminate and send the equipment back. I was told I would hear from someone. I followed up on August 3rd with no response. Today, we heard from Touch Bistro stating that they were going to try to work on it. We are 9 days from our business opening, without a POS system. As we were speaking to the company tonight we felt we would be able to resolve this issue. However we were met with threats of breaking contract (we have to buy them out), and told there is no solution to our problem. The message we received was there is no solution to the problem currently but we signed the contract. We understand a contract was signed but we want to send the equipment back as it was received and terminate service without penalty.