topic Re: Does your account rep ever check on you? Do you even know who it is? in Restaurant Operations

Does your account rep ever check on you? Do you even know who it is?

escoop — Wed, 29 Apr 2026 07:21:11 GMT

I asked Rodrigo with Toast today to tell me who our account rep is. Rodrigo gave me the full name of our rep, but would not give me his contact info. I asked three times and each time he refused. I've honestly never been anywhere where we had an account rep assigned to our business but we weren't allowed to have our rep's information. It feels like terrible customer service...like Toast is purposefully trying to keep us from contacting Toast and our rep. Is anyone else running into this weirdness?

Re: Does your account rep ever check on you? Do you even know who it is?

escoop — Wed, 29 Apr 2026 07:23:27 GMT

Re: Does your account rep ever check on you? Do you even know who it is?

Sdaniel — Thu, 30 Apr 2026 19:39:10 GMT

Hi! I can’t say we’ve had the same experience. While our reps have changed over the years, we’ve always been informed in advance about who the next one would be. I don’t recall exactly how this was originally set up, but we also have a monthly meeting with our rep. I’m not sure if that’s something offered to everyone or if it was arranged when we first transitioned to Toast.

Re: Does your account rep ever check on you? Do you even know who it is?

escoop — Fri, 01 May 2026 21:05:00 GMT

Sayra, that's good to hear. I just thought it really was outrageous that Toast refused to provide my rep's contact info...not even an email. However, I have now been in contact with our "rep" and he was very helpful and he suggested the monthly meeting. I can't believe we've never had scheduled meetings nor known about this option. Sheesh! I think it will help a lot. Thank you!

Re: Does your account rep ever check on you? Do you even know who it is?

HearthpizzeriaB — Fri, 01 May 2026 23:24:43 GMT

I have been with toast since their inception, and over the years it has been kind of hit or miss with reps. I hear from our current rep quarterly or so. I dont have much that I need from them. In the past, it was really just to use me as a reference when they had a new client that was looking to sign on with toast.