topic Re: Support Issues in Casual Dining

Support Issues

Gordie — Thu, 26 Sep 2024 15:34:25 GMT

Is anyone else out there having customer support problems? I cannot get a tech or support person who I can understand. I am on the phone or chat for 45 minutes to an hour and half, and that doesn't mean the problem is resolved. Is there another way to contact support or an email? This system is terrible, I thought Heartland was bad but at least I could speak to someone quickly and get things resolved quickly.

Re: Support Issues

Rob — Thu, 26 Sep 2024 16:41:50 GMT

Thank you for leaving this feedback about your experience; if there is a specific case you need help with, please let me know the case number for more help!
The article below lists all of the available ways to contact support. We do not list an email address for support, but once you have a case, you can reply to it via email.

Get Help From Customer Care

Re: Support Issues

Gordie — Fri, 27 Sep 2024 12:47:38 GMT

Thank you for the info. It turns out the squeaky wheel does get the grease. After railing for a couple of hours about things I received a call from our area rep. Things were resolved and now I have a contact point. The problem with Toast is they want their customers to do all the work. They aren't interested in having a human correct the problem, they want us to read all these articles--which are confusing to us novices/old people--or watch videos. This is no solution to those of us running small operations. We wear all the hats and cover many positions that are staffed by many in larger/corporate operations. We need resolution quickly, we don't have time for the Toast way.

Re: Support Issues

Rob — Fri, 27 Sep 2024 16:53:44 GMT

Thank you for your feedback. We are constantly working on providing multiple channels for our customers to receive assistance. As you mentioned, your account representative reached out to help, which is another way we strive to provide support. I apologize for the frustration you experienced before receiving help, but I'm relieved to hear that your issues have been resolved. Please feel free to reach out to the community for further assistance and with any future questions!

Re: Support Issues

roverjerry — Thu, 16 Oct 2025 19:49:26 GMT

This is how you do it. When they answer the phone to talk to tier 2 and don't be nice about it. Unfortunately they are poorly trained and the turn over is crazy high. Do not waist your time talking to whom ever answer the phone.

Re: Support Issues

BrickStreet — Tue, 18 Nov 2025 19:40:18 GMT

Agree with you 100% as I was handed off to a different rep per phone call from my last rep, but have never talked to the new rep. Well over a month ago for sure. I also wear a dozen hats and never thought I would have to figure out everything on my own. The only thing my rep ever did was pass me off onto others and feed me full of incorrect info. Cost me $179 a month for 5 months. Pretty sure they promoted the jerk too.

Re: Support Issues

Buffaloslice — Wed, 19 Nov 2025 02:34:45 GMT

I agree with you 100%.

When they’re trying to sell it to you, they’re incredible. They make everything sound effortless. The reality has been the complete opposite. The setup process has been a nightmare. I’ve been passed around to three different menu builders. Two of them just disappeared. I have no idea if they were moved, quit, or fell off the edge of the earth, but they were gone without a trace. Now I’m on my third one.

I was told my updated menu build would be up on October 6. It’s now November 18. Still nothing. We went live three months later than scheduled because the menu wasn’t finished. And now here we are, three months after going live, and I’m still dealing with the same issues I’ve been reporting from the start with promises for the areas to be rebuilt. I keep getting bounced around, and nothing actually gets resolved. I could go on and on....

I’m honestly really disappointed. The back-of-house system is better than most POS setups, but getting through the setup phase and finding anyone who can actually help has been a complete nightmare. I think the most knowledgable person I've dealt with was our installer. I honestly think he would have done a better job at building our menu if I had him for more then the couple hours of install. The wild part is they tried to convince us to do the install ourselves after we signed the dotted line and were told the opposite. Assuming restaurants are their customer base you would think they know how insanely busy we are, how many hats we wear and that we have no time to add computer architect to that list. During the sales pitch, they assure you everything will be handled for you. The second you sign, all of that goes right out the window. And don’t even get me started on our go-live date. First we were promised an in-person rep. Then that vanished, and we were downgraded to online support. So in the middle of the chaos of learning all new machines in realtime, every time we needed help we had to log in. None of them the same person, most clearly not even in our country or English their primary language. And half the time, the issue wasn’t actually resolved.

Re: Support Issues

Rob — Fri, 05 Dec 2025 20:19:03 GMT

Thanks for reaching out to the community to share your experience, I can completely understand why you’re frustrated. If you give me a case number, I can work to make sure these menu issues are resolved!

Re: Support Issues

Izabelap — Mon, 27 Apr 2026 16:19:30 GMT

Toast support recently turned to be much worse than earlier, we are trying to solve a problem with change of ownership, and different people answer every day and start our case from scratch and it seems to be never solved