topic Re: lies lies lies in Restaurant Operations

lies lies lies

lkay4565 — Mon, 03 Mar 2025 14:24:54 GMT

I have been contacting toast for week about a MAJOR disconnect with ubereats integration. Ubereats orders not being accepted by TOAST POS, So today, I found out that a ticket to escalate the issue has not been created. For four weeks, this issue has been ignored. What the heck is going on with toast? I an document hundreds of dollars of ubereats sales that have been not accepted by toast and many many more potential sales lost from ubereats because that system will pause orders when there are toast cancellation. a double whammy!!!!

i am paying an uber intergration fee and a monthly toast subscription fee and my calls for assistance are ignored???? more than ignored, I have been lied to by many toast support people. what kind of company is this?

Re: lies lies lies

Rob — Mon, 10 Mar 2025 16:24:07 GMT

Hey there, this issue has been escalated. Please reach out if you have other questions!

Re: lies lies lies

lkay4565 — Mon, 10 Mar 2025 17:17:32 GMT

yes, Rob. finally escalated after nearly a month. resolved with the help of uber ubereats manager....instructed Toast support how to fix. Toast kept directing me to ubereats as source of issue which is wasn.t escalation process in toast is broken for those mom and pop customers. I get it.

Re: lies lies lies

HearthpizzeriaB — Tue, 11 Mar 2025 15:46:30 GMT

Could you let us know what the solution ended up being so if anyone else encounters this in the future that it may help the rest of us? Personally, I have never had issues with 3rd party integration, but if something pops up in the future would love to know what fixed it for you.

Re: lies lies lies

lkay4565 — Tue, 11 Mar 2025 16:27:03 GMT

Sure and just to recap the history, initially, I would be notified by Uber that orders from ubereats being cancelled because of different error codes sourced from Toast. Then, because of cancelled orders, Ubereats would pause the system where no order would be sent into Toast, I wasn't always on top of this so I lost many hours of ubereats sales. Error message as recorded on Ubereasts side of the transaction were varied: items are OOS (which wasn't true) or cancelled because TOAST times out, and other reasons.

Then, last week things spiraled and absolutely NO uberorders could get through, on the ubereast restaurant page for my restaurant, the error message was something like " ubereats can't process orders because ALLitems in this restaurant are out of stock".

I am not sure what/if anything was going on behind the Toast scene and if there were more things going wrong with Toast , but the fix was to delete all menus in toast then add them back. My contact in Ubereats directed Toast to try this fix and it worked. It seems to be working since then, thank goodness in time for the weekend, The issues were occurring during the month of February so that is a long time for things to be unresolved.

Re: lies lies lies

Rob — Wed, 12 Mar 2025 20:14:04 GMT

I apologize for the delay in resolving this issue. If it occurs again, feel free to send me a direct message, and I can help once more!

Re: lies lies lies

lkay4565 — Sun, 16 Mar 2025 19:11:56 GMT

unfortunately problem is not yet solved - encountered same issue 2X on Saturday and 1X today (sunday 3/16). The error message generated by Ubereats says order canceled because Toast did not accept, then the system is paused for any more ubereats orders...... I always work the front on a busy weekend so I don't always see the notifications coming to my phone, not sure how long the ubereats integration system was down and how much in potential sales I lose. so frustrating!!! toast system sends NO notification of the problems when occuring....

Re: lies lies lies

lkay4565 — Sun, 16 Mar 2025 19:13:01 GMT

another screenshot of when the issue occurs

Re: lies lies lies

Hartsdalepizza — Tue, 18 Mar 2025 11:45:55 GMT

welcome the club of toast support frustration

Re: lies lies lies

lkay4565 — Thu, 20 Mar 2025 12:40:29 GMT

Rob, still having issues. ubereats orders are shut down now. none since sunday. can you get involved? I get it that I am not a priority but it has been nearly 6 weeks of intermittent bad issues with integration and still not fixed. thank you!

Re: lies lies lies

Rob — Wed, 26 Mar 2025 23:21:26 GMT

Thanks for the update, I’m really sorry this is still an issue for you. The agent handling case 13812332 is from our escalated team, so if you reach out to them, they should be able to assist, but I’m also reaching out internally to ensure this gets the attention it needs.

Feel free to DM me if you have any questions or need anything else—I want to make sure we get this sorted for you!