Toast
Reviews and Complaints

We are an attorney's office, we have a complaint regarding one of your customers and need to freeze their CC processing account at TOAST.

I need to know where to send the UCC Demand, maybe your legal department?

I need to know what is the process and where to send the request, please send an address and email to send the UCC demand

I need an answer asap.

I ordered a pizza from Norm's Pizzeria in Downtown Brooklyn on July 3rd. The Order Time on the receipt says 8:01pm — Payment ID: bgJqYkFjRNhT

The pizza was ordered through the Toast service.

I was told by the pizzeria to report my complaint to the Toast service directly. The delivery service used for my order through the Toast app mishandled my pizza. All the toppings, cheese and sauce slid off the top and into the corner of the box. This is terrible performance and only makes me want avoid using the service in the future

Our business JJ's Dive DBA Big *** purchased a point of service machine 9/30. Received it *** in the setup process realized that due to not enough internet service, the machine would not work properly. We received approval from them to return the machine due to not being able to use it. They sent us *** postage to ship all the boxes back, which we did in the same packaging they came in due to not being able to ever use it. Shipped it back and never could get an answer out of them as to why we hadn't been credited for the returns. Have sent several emails and phone calls with no responses until I finally got a *** with Toast that tried to help. My last correspondence was July 12,2022. Last update was that they received it back and they would not credit us any refund due to it being used. They also tried to state that we never paid for it, which in turn I sent *** a copy of my paid invoice. Once I sent that, he stopped corresponding with me. My last request was that if they state it was used (which it wasn't, due to us not being able to put it in use due to no internet connection), they needed to send the machines back to me. I paid for all of the equipment and if they would not give us some type of refund, then I still own them regardless of if I can use them or not, it would not be right for them to take my money and my product. Nothing is adding up with and we are not able to get anywhere with the company. It is a large company, so I do not understand by we can not resolve the issue. I

The toast tab for Credit Card transactions for our business was not working. We called and were told that these machines have been having issues and we may need a new terminal. At the time we only had 1 working register. Toast rep said it would take a couple of days to replace the terminal. The terminal was ordered. The next day we switched ports that connected to the cc processor and terminal and this fixed the problem. We called Toast and we were transferred many times. *** attempted to deliver the terminal and we refused the shipment (we have emails stating so). We then received an email stating we would be charged $1400 for the terminal. I immediately called toast and was on hold for over an hour. I explained to the rep what was happening and he put me on hold for another 45 mins and finally he said he located the terminal the warehouse said they received it and he would escalate to accounting not to deduct the $1400. I asked could I speak to a supervisor and was told Toast policy didnt allow this but he would have one call me. This call never came. Today I looked at our account and the $1400 was deducted overnight. I called, was on hold for 48 mins then was prompted to put my number in for a call back. The rep listened and informed me that the device was not returned. WHAT! I have an email from Toast stating the device was returned. The rep put me on hold (20 mins) then said he needed to transfer me to someone higher up. Spoke to this rep another hold and she said she would call me back. I just received an email stating the charge would not be reversed because the device was not located. WHAT! This is a payroll week and my employees checks could not be cashed. I want my $1400 returned the issue is with *** not ***!

Bought a P. O. S. System from them, under warranty, and it started to not work properly and after a few attempts at fixing through customer service over the phone, they suggested that they send out another unit and return the broken unit to them free of charge. The replacement unit wasn't working properly and after another few attempts over the phone with customer service again they sent out a third unit. In the meantime, the original unit was still being used and we just stop using the unit how we wanted to, to this day, and are making due to keep our small business open. I returned the first replacement (2nd unit) unit and was told that the second replacement (3rd unit) hasn't been received and will be charged full price for unit. Called customer service several more times to fix this before the charge date and were told that we were good because the 3rd unit will automatically be returned because it had been delivered to a *** hub and not business address. After weeks passing during the processing of all the different customer service support tickets all having to be created and then researched, finally get to talking to someone who actually got us to a manager or upper management person and was told that we would have to wait 2 pay cycles for the refund to be processed and then a third and a fourth before it being approved. Six months later we got a partial refund because they're charging us shipping & taxes for the unit that I returned to them from the *** hub that I was told would be returned automatically. I am owed $348.43 and no one can explain why I received a partial refund. Toast wants all the support tickets closed for this complaint and done away with when we are not at fault for anything but believing that they would do what they said they would do with the equipment.

We use Toast for our POS and payroll support. There are so many issues with them but now they are not filing our payroll quarterly taxes. I received a letter from the State in June that my quarter 1 filing was not submitted and at this point had fees, penalties and interest charges on our account which I knew nothing about. I immediately notified Toast Payroll in June. I didn't hear back from them for several weeks so followed up with a phone call and was able to get someone on the phone. She asked me to send her over the document from the State and said that she would start working on it immediately. I sent the email on 07/10. After weeks of going back and forth and no resolution said rep stopped responding. I called several times over the next couple of weeks and was always told a manager would call me back but never did. Managers do not take calls. Reps have to send them a ticket and then you sit and hope they call you back. At some point I finally received a manager call in September after I refused to hang up the phone. She advised me that she would make sure this was handle right away. Several weeks went by and again I had to reach out. This time I advised them I was going to be contacting my attorney, Complaintsboard.com and the *** In between all this back and forth I reached out to the State and they advised me to file myself for that quarter so I did. Toast never filed and could have as easily as I did. They did pay the fees but it took 4 months from initial contact. I now today just received another notice from the State that my Employee Quarterly Earnings was not filed for 03/2022. So, I am starting all over again to get another issue resolved. Businesses beware! No matter what your payroll company does you are ultimately responsible for ensuring your taxes are paid and reports are filed in a timely manner.

Hello,I am filing this complaint due to a payroll account being created for me fraudulently. I am not employed by ANY restaurant, nor do I use Toast in any way. I contacted Toast customer service via their customer service phone number on the website (I did not click on any email links). The representative had no idea how to help me, provided me with no resolution, and did not even take my contact information. I tried to resolve this without contacting Complaintsboard.com, but have found there arent any options to do so. Please help! On Friday 10/21/22, I received the below message:Welcome to the Team! Hello ***, This message is being sent by Toast Payroll, your friendly *** System being used by *** Midtown LLC, on behalf of: *** Your user name is: *** Your company code is: *** Login URL: https://toast.estratex.com Welcome to the Team! Please use the link below to register Register See exactly what we doTHEN on Monday 10/24/22, I received the below message:Toast Logo Your POS access code has been changed Hi ***,You have successfully changed your access code. You can now sign in to your Toast POS terminal using your new access code.If you did not reset your access code, please contact your manager to confirm this access code update was expected.Powered by Toast Got questions? Our 24/7 *** team is here to help. *** Central | *** Refer a *** $500 Toast FacebookToast TwitterToast Instagram Privacy Statement | Terms of Service Toast, Inc. 2022. All Rights Reserved.Again, I have nothing to do with Toast. My employer does not, nor have they ever, used Toast. I need my name removed from their system. I am afraid someone is using my information fraudulently and have no idea what they are doing and how it will affect me in the future.

When I signed up with Toast, they sent me a packet of stuff that I needed to fill out with my business name and EIN number. Essentially, everything a business needs to get a point of sale system installed and setup. I filled my paperwork out with all of my correct information. When they set up my merchant account to do credit card transactions, they put the incorrect business name (that of another restaurant, which I have no affiliation with). So, every time I have a customer purchase something from me using a credit or debit card, it shows up on their statement as a purchase from "Los ***", and NOT "Los Gordito's". This is a huge branding issue for me. I just started this business three months ago, putting everything I have into it, to build a future for my family. Toast has been avoiding me with this issue to the point where they specifically told me I had to contact *** to fix this. I spent over 45 minutes on the phone with *** for them to tell me whoever set up my account needs to fix the issue. Since then I have reached out to *** numerous times. On one of my attempts to reach him, he was on vacation and gave me contact info for two other guys that could help. So, I sent them both an email and neither of them ever reached out. I feel like their lack of concern is not fair. Especially because I am such a new business, and getting my name out to the public is tricky enough. Then, to have the incorrect business name displayed on the statements of the patrons I do get into my restaurant only creates confusion and distrust. Yet, the guys that are getting my business in credit card sales won't take the time to fix a problem that is pretty major, in my opinion. As aforementioned, I have made NUMEROUS attempts to resolve this issue through the proper channels with Toast, and felt this was the necessary next step. I will take further action if this is not effective.

Signed up for service. Received my equipment. Offer videos and a 1 hour zoom call to show you how to set up menu and all. Spent many hours setting it up the way I wanted. Still needed their help and was hoping to get it when installed and set up. I paid for the implementation. The tech that came out was not too familiar with the system and watched videos to get it set up. I could have done that. Once set in place had many errors and issues and spent time on the phone with techs as well. The next day got fed up and packed it back up and decided to close my account. They sent me return labels and I boxed everything *** in the original boxes and sent them in. Tracking info said it was delivered and for 3 weeks they told me they didnt have it yet. Finally they found it and told me they were missing some equipment which was not true. They found the equipment and agreed to refund me for the equipment only. They agreed 3 weeks ago and told me it would take *** days. I still have not seen anything. I was charged a monthly service charge also and theyre still processing the refund supposedly and the refund for the installation has yet to be answered. The whole reason for canceling was the installation. How is that even in a question? The date of the installation was 2/28/22 and packed it up and started talking to them for returns the very next day. It is now may and I have no definite answer where my refund is. Very shady company. How can they hold a small businesses money like this ? How cant I get an answer about the refund for the installation and monthly service fee weeks later ? Why havent I been refunded the part that they already approved 3 weeks ago ? I am waiting on $3,450.63 and I keep getting responses such as its being processed and this process can take up to 2 weeks to get an answer. Its been 2 months and I need my money back. Will never recommend this company to anybody due to their dishonesty.

I ordered and paid for a Toast *** system in December . I was told by the Toast sales rep I would be up and running no later than the second week of January in 2022. I made sure he understood I have a grand opening planned in January, and the only thing holding up this opening is the *** system. He reassured me he will work closely with the "onboarding technician" and push along whatever that needs to happen to reach this goal. After the order I filled out all my paperwork and did all of the online steps to provide any and all information asked for.Mid-January (January 18 to be exact) I get my first correspondence back from the "onboarding tech" stating "Due to recent policy updates, we now require a copy of a government-issued ID" and that the process usually takes 4-5 weeks! I reach out to my TOAST sales rep - no response whatsoever. I called the help desk, and they informed me my account in not live yet, and they can not help me. With no option left trying to speak with anyone, because absolutely no one would call me back, I submitted my ID though the online Docusign request. Four days later on 1/21 I get another email from the onboarding tech stating my ID number was blocked out and I need to resubmit a scanned copy of my ID. I emailed the tech back stating he needs to send me another docusign request as I am not going to attach my personal data to an email. Never heard back from him. Multiple more phone calls to the sales rep and customer service, and no one ever called me back.I have now went with another *** solution (up and running in less than a week!) and now for two weeks I have been trying to get me money back from TOAST. I've been told a couple times that the order does show as cancelled in their system and someone from billing should get back to me or issue the refund. I never get anyone calling me back and have yet to see a refund. I have dates and names of every email and phone call I have made to TOAST.

We are having major issues with Toast ***. I am concerned their systems were breached and it may also impact other users. Their responses to date have been unacceptable. Further, access to "Security Audits" have been removed from our portal.1)Missing *** Report filed with Union *** Report #-0837,a.1487 *** (dba ***) account on Toast *** Systems have been accessed repeatedly by IP addresses traced to a data center in ***, . b.After doing a full audit on ***, a total unauthorized sum of $85,584.80 has been added to an employees check, mostly through *** Transactions which we did not catch right away as we dont use Toast *** for *** contractors. This is contrary to employee's Tax records, also provided by Toast!c.Toasts own data supplied showed no ***, *** IP addresses that I can see when I audited the security portal in our Toast *** Account. Further, Their own data showed dates such as June 35 (Yes, June 35, not a typo) which can be indication of a hack since no such date exists.d.I removed all access from previous employee that had these added funds, and ran the Salaried payroll on Oct 15th myself. Toasts records show he was paid almost twice as much as what I authorized and they have yet to respond to me. I know he was paid the proper amount as I changed employee from ACH to paper check.2)Suspicion of Theft of sensitive employee data. a.I briefly audited our Security records on Aug 26 and Aug 27, 20. I had three separate employees on these dates access their personal paystubs. Right after each of them logged in from a ***, *** IP Address, a separate IP address was logged that accessed each employee account. All separate IP addresses were logged to a data center in ***, . 3) They have been charging my employees city taxes where they don't live and outside of the business location. They have taken steps to change this and refund amounts.

On September 24, 2022 we called Toast Support to report that our whole system was lagging and not processing orders correctly. (Case #*** KDS lag and difficulty). We were informed that our system had reached "end of life". We were never notified that our model was approaching end of life prior to our system crashing and were expected to know this ourselves. We were told to "Call back Monday for a 50% discount" on new monitors. We called on Monday September 26th to report that we were told that we could buy new Kitchen Display Screens and terminals at 50% off. (Case #*** Error message toast stop working). Toast outsources their support so the language barrier was so severe that we were on the phone for quite some time. After speaking with a support agent, we were sent a link to order new KDS screens. We walked through the ordering process with the tech on the phone to assure we were ordering the correct screens. The first two links did not work by the way. We were told that we could order our terminals at a later date by having a link sent to a different email address in order to replace our hardware at 50% off. Our screens arrived and we installed them. We quickly realized there was something not right. We called support to find out that the tech assisting us had us order the wrong screens. The screens we ordered were kiosks not KDS screens. We called Support again on October 4 to reorder the new screens thinking we could use the ones we had for terminals. We were told that the tech support was wrong and we could not order any more screens at 50% off as we were told. It was a one time deal. We were also told that we could POSSIBLEY send back our screens and go without until new screens arrived. (Case #*** KDS set up). Finally we were told that there was nothing they would do to rectify their error and we were forced to pay well over $1500.00 for less hardware than what we started with or go without a POS. Toast lied and cheated.

I started using TOAST in June 2022 for my Food Truck Park Bar in order to sell just soft drinks, Beer and wine and some snacks. The sales representative knew I was just needing basic software to track sales. He offered me a 3-months free trial with a bunch of modules I did not need. I tried to remove them from the beginning, but he insisted on keeping them, he promised many times he would send the downsell before the time. I have proof of all emails I sent to him in order to remember the downsell and he never sent anything to me. Actually, in one of the emails, he said the date was September 11, and I was charged on September the 8th. I was charged for the amount of $431 for a store that just sells drinks, our weekly sales are on average $2,500, with 1 employee. This is unacceptable! doing this kind of damage to small businesses. I immediately contacted the sales representatives and he said don't worry, me and my team are working on this! I trusted him but anyway I called customer services for a solution. The process to remove the modules took like 6 weeks and they anyway charged me again $431 for a second month. Of course, The sales representatives did not do anything to solve this, he told me, I thought you had this under control. Right now this situation has been almost 2 months and I still don't receive the money back for these charges. Also, I am not sure if they will be charging me the same amount. I don't have control over the money they charge, they do that automatically from the company checking account. Basically, this is how they scam businesses to charge them a lot of money and then it is like a year to refund the money in the case they refund the money or just lose it. Another complain, is that I was requesting a spanish speaker and I was always ignored. My first language is spanish, so, they used that also as a help to scam clients.Business Name: *** https://www.theplacefoodpark.com/

Around the week of September 12, 2022, We set up a sales tax payment plan to pay back monies for our sales tax and to stop any form of account liens. On September 19, 2022 we realized that our money from the weeks sales had not been deposited into our account. Inadvertently or not a lien was placed on our Toast account even though we set up a payment plan. We put a call in to our state rep who helped us set up the payment plan and explained our situation to him and he went through the process of finding out what happened. He was told by Toast that a third party handling the lien and that we needed to contact them. He received their info and sent over a letter releasing our funds and stopping any further liens or actions. After a few more days no monies were deposited so we placed another call to our rep who made another call to Toast on our behalf and they informed him that they did not receive any information from him. They mentioned that they do not receive these types of responses by email but by fax only. He then emailed the letter he originally sent over to them along with their fax number for us to resend them the information. After a few attempts of sending over the information, we called the fax number only to discover that it was not their fax number. After a number of failed attempts to get a fax number, we were given an email address to send over the information. After weeks of failed calls to Toast and being told their department is investigating our claim, here we are 22 days later October 4th and over $50 k in deposits we are missing and no one can tell us where our money is, who the third party is and what is there contact information and when we can expect our money. We have payroll coming up on the 5th, groceries and other supplies we have to pay for and we have no money to pay for them and the majority of our bills will be due soon. Where's Toasts representatives why are they working with a third party that has no contact persons or numbers?

On December 27, I sold my restaurant *** LLC #2 dba ***) in ***, . We were clients of Toast *** for tech support up until that date. The new owners were also going to be clients of Toast *** after the transition. The new owners (***. LLC) did not have their account set up initially after the sale. As the owner of *** #2 LLC, I kept the support services until their account was set up so that support services would not lapse. ***. paid the monthly support fee for *** 2022. *** LLC was also debited the monthly fee for support services for *** for the same location. After *** fees were debited, I was in contact with Toast to stop payments. February 2022 had a payment debited anyway & I had to stop payment for March as Toast clearly wasn't listening. After multiple calls, email correspondence began on 3/21/22 and we were told that we had to do a "change of legal entity", which was completed. I have had numerous phone calls & email correspondence since that date & was told that a refund would be granted since the change of legal entity was done. Each time I called, I never was able to speak to the same person or department & was told I would receive a return call on 5 occasions by a supervisor, which never happened. The latest email correspondence from a supervisor stated that the "credit memo has been rejected because we aren't able to send a refund to an old owner once a new owner's information is written to their account." This is after we received confirmation that the refund would be deposited into our account. Toast also stated that they supposedly no longer had our banking routing number, etc. However, they had confirmed during this process that yes, they did have that info still. The supervisor that sent that email did not even ask for us to submit the routing number etc. again. We paid $509 for each month for a total of $

MY NAME IS ***, OWNER OF *** ,IN ***, IN NOVEMBER *** DEC 1ST, 2021, WE CHOSE TOAST AS OUR POS / MERCHANT ACCOUNT HOLDER , EVERYTHING WAS GOOD UNTIL WE RECEIVED THE EQUIPMENT , PAID A CONTRACTOR TO INSTALL THE SYSTEM THAT WAS NOT REALLY FITTED FOR THE *** TO *** / ONLINE AND TABLE SERVICE / WE COULD USE THE PLATFORM DUE TO IT PROBLEMS SINCE THEY INSTALLED IT / TOAST TOOK MORE THAN A MONTH AFTER ME TALKING TO VICE *** AND OPERATION MANAGER IN *** (***) AFTER THEM ***ING MY OPENING ON DEC 1ST THEY SEND A TECH TO FIX PROBLEM, AFTER THE ENTIRE INSTALL AND HAVING PROBLEM WITH SYSTEM ,I ALREADY KNEW IT WAS NOT GOING TO WORK , THEY HAVE A REALLY HARD WAY TO CONTACT THEIR ISSUES , AND THEY JUST PASS ON THE PROBLEM TO THE NEXT DEPARTMENT FOR WEEKS, UNTIL YOU GET A CALL BACK, THATS NOT ALL AFTER THEY SEND TECH TO FIX PROBLEM THEY HAD PROBLEMS ON THE ONLINE PORTAL ONLINE ORDERS/ IT WOULD NEVER SHOW ON THE KITCHEN SCREENS TO MAKE THE FOOD FOR CLIEN / AND WOULD CHARGE CLIENT , AT THIS POINT THE *** MY OPENING UNTIL DEC 14, IS WHEN WE OPEN DOORS AFTER ALL THE PROBLEMS SINCE *** ONE , AFTER RUNNING SYSTEM 2 WEEKS AND STILL HAVING PROBLEMS , I CONTACTET , *** THE OPERATION MANAGER TO CANCEL ACCOUNT , HE AGREED OF CANCELING EVRYTHING AND REQUESTED LABELS FOR ME TO SEND BACK ALL THE EQUIPMENT , AND HE DID, BUT IT TOOK 45 ***S TO GET LABELS AND TOAST HAS BEEN STILL CHARGING MY ACCOUNT FOR MONTHLY FEES , AND STILL TO THIS *** AFTER TALKING TO SALES DEPARTMENT AND THEY PASS ON THE PROBLEM TO JUST THE NEXT SUPERVISOR , ON A CALL BACK FOR RESOLUTION , THEY HAVE RECEIVED ALL THE EQUIPMENT / AND STILL CHARGING MY ACCOUNT , AND ALL I WANT IS TO CANCEL ACOUNT AND GIVE BACK MY MONEY WE SPEND ON A BROKEN SYSTEM THAT NEVER WORKED, AND *** MY OPENING AND COST ME OVER ***K FOR TIME AND MONEYS , THEY HAVE CHARDED MY ACCOUNT $172X3MO,$1900 COST

I initially reached out to toast about 2 years ago, and decided to go with them for my POS needs as we were expanding our company and wanted to go with a company that was reputable and could help us continue to grow... After coming to an agreement, the sales rep at the time asked us to send her a picture of a voided check because that was where our credit card sales would be deposited... Toast turned around and took a deposit of, I believe $1,000.00 or could of been a little more... We never received any hardware but yet we were still being sent emails notifying us that we were ready to go live on their platform as if we had received our equipment... Spoke with them several times in reference to this matter, and yet we still never received any product to get started... We noticed they had took money out of our account which we weren't sure who authorized it, so we did a little digging and there was a discrepancy as to the IP address of the E signature that was in the system... They looked into it, and agreed to give us our money back, assuming they saw 2 things. 1 we never received any hardware for months, and 2 the validity of the E signature's IP Address... Time went by, about a year, and we went with another POS company that was capable of integrating into a supermarket system, which we had signed a licensing agreement with, so Toast had been put on a back burner for the time being while we launched our new business endeavor. After coming back around to revisiting our brick and mortar locations, 3 in total, we decided to reach back out to toast, because it was a company that we had major interest in, but unfortunately nothing really materialized from the previous dealing.. We reached out to previous sales person who had now moved on to become a regional sales manager with the Toast company... She asked how was everything going with Toast, and we informed her that we never got a chance to do business with them because they had dropped the ball big time with getting things rolling. She was apologetic, and under the impression that we had been with Toast all that time, we explained to her the deposit that was taken from us and all, and that we were willing to still give Toast a try, because we had friends that were signing up with Toast while they were offering free hardware. She said that she could give us 75% off of all our hardware and free installation, if we were willing to do all 3 locations... We gladly agreed, because that was an even better deal than we initially had agreed to, so we put an order in for our first restaurant to get the ball rolling, and give the equipment a try... Fast forward, when it can't time to do our second store, she told us that she could not honor the initial agreement, because sales are not grandfathered in... We went back and forth about what was promised and she not only became extremely unprofessional in her verbal mannerism, or lack thereof, but she also proceeded to indirectly call me a liar saying that I never had 3 stores to begin with, I only had 2... I asked her did she want to see my lease as proof, and she continuously proceeded yelling and being absolutely unprofessional, all the while I was completely baffled and in shock, as I kept asking her was she aware that I was a customer on the phone, and asking her is this how you speak to customers?.. She Made the conversation uncomfortably personal not only with false accusations, but the icing on the cake was the manner in which she spoke down to me on the phone... I asked would it be possible to speak with her supervisor and she said that she would email me with him cc also within the email... That was over 2 months ago, and still to this day no email.. I've called toast numerous times requesting to speak with her boss, and every time I am told that I will receive a call back, but still nobody has reached out to me... Every time I call, I'm told that they apologize and completely understand, and that he's not available, but will definitely call me back, and now we're stuck in a holding pattern waiting to hear from someone...