Client Review on Toast, Inc

Feedback:

We were trying to love Toast, and did not want to post a negative review before trying to resolve our issues with Toast first. We are restaurant owners and know what it is like to be able to be given the chance to fix problems first before reviews are posted. But we have tried and tried and cannot get Toast to resolve our issues. If we do get resolution for our issues, we will revise this review, as there are other features we really like. However, these other nice features are in vain with our connectivity issues that are crippling our daily operations. We have offline issues, hundreds of times each day. We have contacted Toast support about this numerous times for the past month and a half and have no resolution to date. We contacted our implementation manager and we were just told to contact Toast support. It’s a vicious circle. We are not able to talk to anyone in the company who can actually help us. We are told each time we call that someone has been assigned to our case. However, we never hear back from Toast. We have to call them to check the status our case. We were told a network specialist would come to our business to see why we are having the issues, but no one has come and no one can seem to tell us when one will be coming. Support is really not 24/7. On weekends, we have to leave a message and we have NEVER gotten a return phone call from a message that was left. We always have to call Toast back. We had another issue with Toast when the whole system was down and we called support and actually got laughed at by the rep due to the issues were having during a busy dinner rush. We certainly did not think it was funny that our customers and employees had a terrible experience that night due to our POS system. The Toast service has not worked for us as advertised at all. We were very excited about switching to Toast, and I was one of their biggest cheerleaders at my company for choosing Toast over other companies we researched. Now I wish I hadn’t been. The reporting and timekeeping features are wonderful, and we love, love them. But we are to the point that they are not worth the headache of not being able actually use the system as designed and are considering going back either to our old vendor or a different POS system.