topic Re: Toast Customer needs an overhaul. Customer service should be about the customer! in Guest Experience

Toast Customer needs an overhaul. Customer service should be about the customer!

2BTG — Sun, 02 Feb 2025 18:14:37 GMT

Toast has become a major frustration for me when dealing with backend issues. As an MLM, I shouldn't have to waste time going through Tier 1 and Tier 2 support when they are unable to resolve my problems. Every time I call, I’m forced to repeat the same process, spending over an hour just to escalate my case to someone who can actually help. And even then, normally just don't and I have to do the work myself when I didn't cause the issue in the first place!

Most recently, my case was closed twice without a resolution. I had to personally follow up, and despite being open for over 10 days, there was no progress. This is a recurring issue—I put in the effort to get things resolved, while my cases are simply closed without action. After undergoing surgery, my case was closed because I didn’t respond within five days. However, had I received an email follow-up, you would have known I was out of the office. To make matters worse, after expressing my frustration, another representative closed my case seemingly because I was upset. Why wouldn’t I be? The issue still wasn’t fixed!

This level of service has been a consistent problem, and it’s unacceptable. Toast’s customer support is by far one of the worst I’ve encountered!

Re: Toast Customer needs an overhaul. Customer service should be about the customer!

mclains-rebekah — Mon, 03 Feb 2025 21:56:13 GMT

We also utilize MLM at most of our locations. Is there a more direct way to contact a higher service level at the git-go instead of having to wade through the preliminary tiers that don't ever help us but waste our time waiting to be escalated?

Re: Toast Customer needs an overhaul. Customer service should be about the customer!

Rob — Mon, 03 Feb 2025 22:42:01 GMT

I apologize for how your cases have been handled. If you can provide one of the closed cases, I can move your issues to a specialist who should be able to help!

Re: Toast Customer needs an overhaul. Customer service should be about the customer!

Rob — Mon, 03 Feb 2025 22:43:38 GMT

Unfortunately, there isn't a more direct way to move to a higher level of service at this time. However, I will relay your feedback to my team, and if they provide any updates, I will be sure to let you know. If you have any cases that require escalated assistance, please provide one of the case numbers below.

Re: Toast Customer needs an overhaul. Customer service should be about the customer!

ashokr — Tue, 04 Feb 2025 21:01:47 GMT

I used to work with both Aldeo and Revel before moving to Toast. I do agree the Toast frond end is pretty simple, sometimes they are helpful. But When I had issues with Revel, they were able to resolve it by the first agent and rarely had to be escalated. I love toast as a product, but feature requests are never even seen. When I signed up with Revel, I had a small feature that was required before I migrate. I'm just 1 store operation, but they delivered in 1 week. I want to see the same agility with Toast

Re: Toast Customer needs an overhaul. Customer service should be about the customer!

2BTG — Tue, 04 Feb 2025 21:59:59 GMT

It's already escalated, but only because I've called daily to make that happen.

Re: Toast Customer needs an overhaul. Customer service should be about the customer!

Rob — Tue, 04 Feb 2025 23:46:21 GMT

I'm sorry to hear about the effort it took to escalate the case. I'm happy to assist if necessary; all I would need is the case number.