Toast - Boston, Massachusetts

Glenn B.

I never right reviews. We are missing Credit Card Deposits! This happens WAY too often. We never receive a straight answer why. Its always a "technical issue". Toast used to be a good company. Now we cant even trust your company to pay the deposits owed!

Lauren O.

After a lot of research we decided to use Toast for our new business. Unfortunately that was a mistake. There has been so much turn over among our reps it feels like I have whip lash. Nothing they promised have they delivered on. Everything has cost more than promised. Everything has an additional fee despite going "all-in". They promised to work with us on equipment needs, they didn't. Everything they promised has been a lie and the work our on boarding consultants have done has cost us time and money. 0/10 would NOT recommend.

Reinaldo G.

Worst POS company ever. Sales person came and signed me up, and then disappeared. I am told he left the company. I never received any hardware, software, or training, but Toast charges me every month the $350 fee. It is a nightmare to try to get a refund having to go through so many hoops and different departments. They are still trying to sell me on their system and only a couple of days ago told me how to cancel the account, but of course it was too late for this month’s charge. Avoid at all costs!!!

Jaclyn L.

The worst company to deal with by far.
Did not uphold their end of contract. Found multiple ways to avoid refund.
Each time called to ask about refund received new case number, another excuse to blame problems on. Still waiting 18 months later to receive refund and just received another case ticket to correspond to.
Advise all who is untested in purchasing toast- DONT !!! - there are so much better POS system out there

brendon M.

This company used to be amazing, easily one of the worst businesses for customer service. It’s a joke. I continue to get passed to person to person never actually fixing the problem. Switched to another POS company.

Joe B.

Absolutely horrible customer service on the user end, can not imagine how bad they are as a paying customer. Their app is broken and even when provided multiple examples of the problem being on Toasts end they reply with a template asking me to bother the small business owner, their customer. Run away if you are considering Toast, they are terrible

Maha C.

This location of Toast is extremely disruptive to the neighbourhood and the surrounding buildings in Fort Point. I am a resident at the apartment building next to it and the employees at Toast always have their blinds open, which gives me no privacy in my own home. I often have to decide whether a few hours of sunlight is worth being peeped at through my windows. Recently they’ve had extremely loud and disturbing cleaning/ construction work until 10:30 pm on weeknights. Absolutely awful and unsafe, with no regard for this community.

Brandon B.

Lots to unpack here. I’ll start with the beginning.

Have had a gift card integration since like 2018, with no issues. All of a sudden, about a month after Christmas, gift cards stopped working. Couldn’t check balances/sell cards/redeem gift cards. Reached out to Toast who pointed the finger at the third party integration. Third party integration pointed the finger right back. Spent like 15-20hrs between support for both companies and after almost a full month the gift cards worked again for like 2 hours then stopped working. Waited another few days and finally they worked again. Asked for a refund from the integration department, not a credit. If you charge for something that doesn’t work you should refund the money and feel the financial pain of your ineptitude, not credit the account that you charged for a system that doesn’t work. Never got a response about the outage, the reason for the outage or a refund.

Simultaneously, was opening an additional location for my current company so I reached out to Sales, and was set up with a local rep. She seemed great at first, helping me through the process of “applying” for a new location. Part of this “application” was paying for the terminal over the first 180 days, minus a deposit. She worked to get the system sent quickly, and I was happy with the service. The onboarding call was easy enough as I waited for my new POS terminal to arrive. The following week I received a notification that my account would be charged for the full amount of the pos system. Confused, I reached out to my sales rep who said she would look into it. Shockingly I never heard back. I reached out multiple times via phone, email and text and still haven’t received a response as to why I was charged in full. I would love to say this was the end of the issue, but that didn’t turn out to be the case.

Upon installing the new system I realized that the system was not accepting credit/debit/gift cards as payment. Considering it’s 2024, and 90% of payments are via electronic methods, I reached out to Toast support. For multiple hours, on multiple days, I was instructed to run test after test and finally told that I would be sent replacement credit card processing hardware. Four days later, after installing new hardware, still no ability to process electronic payments. Another day of testing with support and finally convinced one of the onboarding associates to send me a new terminal. Start to finish on this process is about 3 weeks at this point. New terminal received and processed cards immediately, meaning the original terminal was a lemon.

So the long and short of my current experience with Toast is this:

Their updates are full of bugs. Glitches have occurred with online ordering lately including offering guests delivery even though we don’t offer delivery.

Any integration can all of a sudden stop working, even if it has functioned for years and you’ll still need to pay for it no matter what it costs your business in the eyes of your customers or no matter how much time you spent working to fix it.

If you order brand new hardware, there’s a solid chance it won’t work, you’ll be shamed as an idiot for it, and the fix can and will take multiple weeks to get to the bottom of.

Sales reps will charge your account whether or not you agreed to the charge and then ghost you and not even bother to respond

Toast used to be awesome. It does not seem to be the case anymore. There’s no accountability. Their support treats people like they are idiots. I grew up on computers and know computers only do what they are told, so if something stops working it’s because the computer program was told to stop working.

I used to suggest Toast to anyone looking for a POS system. Moving forward, I wouldn’t recommend it.