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As a restaurant customer, this online ordering system is a disaster. Does not work with Chrome or IE, the android app also does not work properly. Has really soured me on the restaurants that us this useless product. Also their customer service is hopeless.
We are a month in to attempting to set-up our Toast system. We were told the menu-building process takes the longest, but that that this would be a breezy process after the build. We were given a 1.5 hour training to build our menu. It was woefully inadequate. The trainer, named Andrew, glossed over in depth details. Among other things, he did not tell us about features like "deep copy and "shadow copy" and the subsequent implications of these features. For example, these features enable or prevent a menu change like "add bacon" to be deleted in one place if you run out. This is only one example of the horrific and excruciating ordeal this has become. Tier 1 support know next to nothing and you spend hours waiting for them to try to figure out whatever problem is driving you crazy. More often, they tell you "Sorry, we can't do that." Our sales person, Dyllan, who we think is a terrific person, has stuck with us and tried to help with more integrity than we have ever experienced with a salesperson. But, if we had to do it over again, I don't think we would have gone with Toast. If we ever get the system set up before we give up, we will follow up with an updated review.
Don't waste your time and money on this. You can never get to talk with someone in a timely manner when you have an issue. It' not even letting me print reports for Gross sales and breakdown of liquor and food to send to the AFT for liquor license review. They all talk a big talk when they are trying to sell you to you and they tell you all the things this system can do. Don't listen, they lied. I'm looking into a different system and I've only had this system since July 2020. I also didn't want to give a one star rating but it made me. Said it had to be at least 1 star. LOL
Toast used to rely upon a local firm for customer support and sales. They decided to sever all ties with local firms and do everything in house. If you want to deal with non-existent customer service and leave voicemails that are entirely ignored, then go ahead and be my guest and purchase their product. If I treated my customers as badly as they treated me, I would be out of business in short order. Stay away!
Toast is a cloud product you pay monthly for. What a joke. You're locked in to a single credit card processor, so they have full control of your rates. Any business not using a lifetime license POS system that is open to every processor is crazy. Competition in the credit card industry KEEPS your Rates down.
Normally, I do not write reviews, but I'll write one for Toast! They are not kind to their clients. After you sign the contract, they will change the face and use the contract to against you. If you want do some changes, then you will receive impossibly high fees.
If I can give 0 stars, I would. I've owned a lot of restaurants and used to have revel Pos. My biggest mistake in my restaurant career was switching to Toast. I got my second Toast lease on February 2019 before covid. Once covid hit I never opened my restaurant but Toast is asking me to pay $8k for canceling my membership. During Covid every business helped each other and this company is taking advantage of the situation. I offered to pay the hardware and cancel the software but no help at all. If you're smart you'll do your research. Also, their customer service people don't know anything. They are not trained and it takes hours to solve one little problem.
The company used to be good but now they are turning into Square, and becoming a complete joke. I purchased Toast from a local dealer, and they were great, instant support, local and could come onsite if I had an issue I couldn't solve. Assisted us with any programming changes for a small price whenever we needed it. One day they just told us they were no longer going support us because Toast was moving away from resellers and I was no longer their customer? So now I have to call Toast's direct number and deal with the call centers, there are no local people who can come out and assist if I have a network issue, and none of the reps on the phone know anything about programming the system they support. Now it's even worse because I called today to get a foreigner who didn't even understand me that well, and had to try to decipher what she said over the sounds of the ridiculously busy call center in the background. Do yourself a favor! Do not get toast unless you like high monthly fees, no support. I'm ditching this company asap, they can look as good as they want in their marketing materials, but they are a complete JOKE.
The overall system is decent, but the customer service is awful! They outsource the customer service to Nicaragua. Wait times are typically in excess of an hour. It is rare that the person that answers can help. Currently, I am trying to add their touted third-party integrations. Below is my last "Customer Care Case" I opened. It typically takes weeks to reach someone in sales; hard to understand! I have tried for over a week to contact someone in sales. We are going to discontinue our Toast products if we can not get this resolved. I am so sick of Toast's pathetic customer service and lack thereof. Please have someone in sales freaking contact me ASAP. If I don't hear from someone by November 17th, I will switch providers. We pay Toast a lot of money! Hire some freaking people. Your service sucks! I am trying to pay your pathetic company yet more money! I have spent hours trying to get the third-party delivery apps integrated. Your company's failure to respond is costing us money! I don't know why you call it Customer Care because Toast obviously doesn't give a flying freak about its customers.
It forced me to give at least one star, but this system definitely does not deserve that. The customer service is the worst I've ever experienced. We have been having the same issue for the entire year and Toast has yet to fix it, and continues to close every support case we submit. We are a small pizzeria and our main issue is the online ordering - which is the primary reason we decided on Toast. The app actually autocorrects customer addresses, so we are frequently delivering to the wrong homes. This costs us at least $100/wk in orders that we need to remake. We try to call all online orders to verify addresses, but it becomes difficult during dinner rushes - and also defeats that purpose of having people order online if we have to call everyone anyways. I have submitted upwards of 50 requests for support and have never been contacted by a supervisor. In fact, the most recent request (today) I was told that my account manager no longer works there and when I asked who my new account manager is I was told we don't have one. WHAT??? I second everything that every other review says - terrible customer service, all calls go to some foreign call center which presents a huge language barrier, and I can't even get ahold of anyone to cancel and get a new POS with a different company. I do not know what to do, but whatever you do, you should NOT get this system!!
