Toast POS Review

A customer service nightmare I wish I had any pros to list, but unfortunately we did not get far enough along into the process of setting up Toast to process a single payment. Toast's customer service is incompetent at best and predatory at worst. During the discovery and on-boarding phase, Toast promised us many things. I explained our set up in detail before I purchased any equipment from Toast, and was assured that they had a hardware solution for us. When it came time to set up our system, it became apparent to me that Toast's hardware would not be compatible with our current situation. It was nearly impossible for them to understand why, or agree with me that they did not have a solution. I believe this is due to a lack of communication between their sales and on-boarding teams, and their technical support team. It has been over a year and I am still jumping through hoops on a monthly basis trying to get a refund for hardware and services that were never utilized by our business.

No notification for declined credit/debit cards. Toast is costing you money.

Worst company I have ever dealt with. Very expensive and beyond useless support. I own a restaurant and just love when the system inevitably crashes on Saturday. Can't accept credit cards and have a full place of pissed off customers who cannot pay because they didn't bring cash. If I could give negative stars I would. The government needs to look into this company because frankly they are borderline defrauding their customers. So yeah stay away, they alone can cripple your business and they try every single day.

Terrible system!! Terrible support. Poor documentation of system and abysmal system protocols. No one from TOAST knows how the system works! I've used toast since 2018. you fix one issue and another thing breaks. more than frustrating and a waste of time and money. very fragile and phone support is poor trained. no one knows how it all plugs and plays. every time company does a system 'upgrade' or maintenance, everything gets messed up. no one on support line knows how to troubleshoot and the online instructions are useless. you are on your own!!

Worst Hardware ever

Don't do it. We have had issues with Toast ever since our install, it's been over a year now and we still have the same issues. We have several monitors in the back and orders will split, so Order #1 will split into different sections and show 3 tickets even though it's all the same Order #1, so we'll have pages of filled screens just for a few orders since they all split, or we'll get duplicate ticket print outs so Order #1 will print twice, and on each print out the same exact menu item will read differently (on one print it, it will have the modifier add ons and on the other it won't, or it will be missing items entirely, then we have several monitors, a monitor at each stations, and some monitors will get the order and some won't. We've spent so many hours on the phone with customer support that it translates to weeks of life. No matter how cheap or large of a discount Toast gives you to sign up with them, it's not worth it. I'm not sure which POS is the best right now, but we're looking for a new one, and will have to eat the cost of Toast because they don't issue refunds.

I've been in this business for over 30 years and this is the biggest joke system out there. Customer service is horrible when you can reach them. I think they read out of a script because they all say the same thing, never take responsibility and never give you the name or contact of someone higher up. They got this system because it was much, much less cost - and I am seeing why first hand.

Fit for waffle houses and chain restaurants. We stopped the install at cost because Toast is so bloated with meaningless -- yet required -- steps. The software is a mindless, needless boondoggle. If I want to add an employee on Clover, it's one button ("Fill in your info," go!). On Toast, adding employees is a feature-less process that REQUIRES A DIFFERENT SYSTEM. Yep. You cant add an employee from the terminal. You have to input their info from a phone or computer ("Hey what's your email? How do you spell that again?") Not an efficient workflow. The onboarding process is a nightmare. You will be asked to watch hours of videos that skip important steps for POS basics and time wasters (Don't care if you like Disney dude. How do I make an itemized discount?) The "install" consists of a tech showing up and pointing to where you should have already ran cable... to points no one told you to run to. Also, they bait & switch or upsell constantly. You need printers to open cash boxes, etc. We were told many things that weren't true or contradicted by the next person in line. Instead of stocking their staff with people from the industry, we were just talking to sales reps who were desperate to finish the job as fast as possible to get their commission. We stopped the first "install" because it would have left us unable to do business. We stopped the second "install" because after failing to tell us where to run cable, that we'd be unable to run cashboxes, add employees, communicate with the kitchen (as promised), we debated the value at all. Could not be more disappointed with the whole system.

The best POS I have ever used. Always supper helpful. Support is amazing

This POS system has been a struggle from the get go. I was only allowed 2 terminals for 185 seat bar/restaurant. I understand that COVID has impacted supply chain so then I ordered 2 handhelds and a wireless printer. The handhelds showed up but never the printer. A week later I was told they no longer support wireless printers even though I was sold one, which never arrived. Now into live mode. I've been active for a week and processing cards then in the middle of service my system reverted back to test mode not allowing me to process CC's. I had to comp a LOT of money out which was extremely frustrating for a new business. 2 hours on the phone I get it resolved and then 2 days later it goes back into test mode again and now I had to shut my doors down a day prior to opening and still it has not been resolved nor will they allow me to get copies of phone records. I would NOOOOT recommend this POS system as their customer service has been terrible and there is no urgency in getting us live again.