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:07/17/2023

  Type:Sales and Advertising 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 business was not supportive to my multiple attempts to correct the error. They did not provide the proper equiptment and was unresponsive to my previous inquiries. Starting when the equiptment was rrecieved. I was forgotten and not followed up with, it was like pulling teeth to get somebody to help me to be passed along and then eventually hung up. The contract they say is nonrefundable. But they made an issue with my software within the sales. So the contract in my eyes should be null and void. This agreement isnt the agreement of what I had even requested to have for our restaurant. Not once had touch bistro reached out with their customer service representative to correct the error. I feel as if they trick the customer to believing the deal is great and once they have everything signed and your hardware sent youre unable to resend it back. The only resolution I am looking for is to void our current agreement which hasnt been fully completed for we arent even open yet. We are wanting the refund and to send back every piece of equiptment they sent us. I can not say that the equiptment is in original boxes for the printers due to trying to set them up myself since I was not able to get a hardware installation call and realized that the order in itself is not even correct. I feel they have not held their end of the deal and if legal action is needed to fix this issues then we are ready to seek legal representation to do so. We are going with a different service and do not want anything at touch bistro besides our contract nullified and our money we had originally spent to get the hardware and lousy customer service.

• Initial Complaint

  Date:05/08/2023

  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.

  This company promises many things, but none if it is true. I was told I can access everything I need from this POS system from home, and it was a complete lie, and they have it on a recording. Also, it is a complete faulty system that takes days to fix with new problems arising everyday. I have another POS system in my other restaurant and I was told this system matches up and was completely comparable, which is a boldface lie.This company promised smooth onboarding, then left us alone to figure it all out.My credit cards payments ( from the customers, my income) were being sent to the wrong account- and I had to figure out what was going on by myself with very little help from TouchBistro.When I asked to talk to management in customer service- it took over 60 days for them to get back to me - but they take my money daily.When there is a problem, it's a minimum of 45 minute hold time (while my restaurant and service is being effected) and when you finally get them on the phone it always disconnects. They promise to call if it diconnects, and never do.

• Initial Complaint

  Date:11/10/2022

  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.

  7/26/2021 signed contract with company. Paid $2637.90 + $449.50 total. Overcharged $1,000 with written proof admitting fault and confirmation of agreement to refund. Agreed upon menu services/ installation and hardware delivery not completed within agreed upon time. Wrongfully charged $449.50 for services not rendered. Proof of dispute and agreement to refund. Record of 4 cases of employees admitting to insubordination. Threatened with voided contract by professional services. 4 months with no service, POS not even ready to install, Proof of breach of contract and verbal agreement (8)False advertising Unauthorized transaction Claims and Defenses process followed Fraudulent behavior Resolution attempts repeatedly repudiated Record of refusal to escalate

• Initial Complaint

  Date:08/24/2022

  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.

  At the beginning of 2022 I was in the process of opening my own Coffee Shop and was researching POS systems and contacted TouchBistro to gather information and at that point I felt extremely pressured to sign up with them and they gave so many discounts (as they said) and how they were going to help me and all these advantages I was going to get from the company. As it was getting closer to opening I was contacting **** (which took me a while to even find who my direct contact was) my direct contact with TouchBistro and what I needed to do since I started with their company months before opening. He said I needed to send my menu and they could start setting it up, well I sent it (the menu) to him 5 hours after he said I would have to start setting up myself if I didn't get it to him. I waited 5 days until I emailed him to get an update and at that point the emails were being sent back, I decided to call the ***** number and at that point I was told he was no longer with the company and many hours later after complaining I got an email from someone that was going to take over and was essentially told I needed to start over and after I told him I did not have time to start over and I had to find a different company that was able to get me set up immediately I was then told I needed to pay them almost $5,000 for something they NEVER did or said they were going to provide. I never downloaded the software, never used the software and now they are saying I was at fault and I am obligated to pay for something I never used. This is the worst company I have ever worked with and will make sure to spread the word.