Strong Disagreement with the Implementation of Order Processing Fee

[Tarek]

Dear Toast POS Community and support,

I hope this letter finds you well. I am writing to express my deep concern and strong disagreement regarding the recent announcement of implementing a $0.99 Order Processing Fee for customers on orders of $10 and above through Toast Online Ordering Channels. As a long-time customer of Toast POS and a proud owner of a coffee shop that uses Toast, I must emphasize that this decision is both short-sighted and detrimental to the success and satisfaction of our valued customers.

To begin with, the current subscription fee of $50 per month that we already pay is intended to cover the cost of utilizing the Toast POS system and accessing the necessary tools to enhance our business operations. We initially subscribed to Toast with the understanding that it would provide us with a reliable and comprehensive solution for managing our orders efficiently. Implementing an additional fee on top of our existing subscription feels like a breach of trust and an unexpected burden on our business.

Furthermore, the imposition of a $0.99 Order Processing Fee directly contradicts the principles that initially attracted us to Toast POS. One of the key factors that made Toast an appealing choice was the ability to offer pickup ordering to our customers conveniently and without any additional costs. This feature has been instrumental in enhancing our customer experience, driving sales, and ensuring customer loyalty. By introducing this fee, you not only diminish the attractiveness of your platform, but you also risk alienating customers who have come to appreciate the seamless and cost-effective nature of Toast's online ordering system.

While I understand that companies need to innovate and explore new avenues for revenue generation, I strongly believe that this particular approach is misguided. Charging customers an additional fee for using your ordering channels would undermine the trust we have established with our clientele. It is essential to remember that the success of our coffee shop heavily relies on the satisfaction and loyalty of our customers. By implementing this fee, you risk damaging the goodwill we have built with our patrons over the years.

Moreover, the timing of this decision is particularly unfortunate. As the global economy recovers from the challenges posed by the ongoing pandemic, businesses, especially small enterprises like ours, are struggling to regain their footing. Introducing a new charge now would undoubtedly place an unnecessary financial burden on our customers and discourage them from using Toast Online Ordering Channels. Rather than supporting our efforts to rebuild and thrive, this decision appears to be hindering our progress.

I implore you to reconsider this ill-advised decision and rescind the proposed $0.99 Order Processing Fee. Instead, I encourage Toast POS to explore alternative revenue streams or business models that do not involve passing on costs to the very customers who have helped build your brand and platform. As a loyal customer, I genuinely believe that focusing on improving existing services, developing innovative features, and providing exceptional customer support would serve your company's interests far better than introducing additional charges.

I urge you to consider the long-term implications of this decision, both for Toast POS and for the countless businesses like mine that rely on your services. I hope that you will take this feedback seriously and reevaluate the implementation of the proposed fee. Your commitment to listening to the needs and concerns of your customers will undoubtedly play a crucial role in maintaining a positive and mutually beneficial relationship between our businesses.

Thank you for your attention to this matter. I trust that you will make a wise and customer-centric decision that reflects the core values of your company.

Sincerely,

A concerned valued customer of Toast POS

[escoop]

briantsiv please look at my post and let me know what you think   https://community.toasttab.com/t5/guest-experience/online-ordering-processing-fee-alternatives-email...

[Whidbey_Dnuts]

I am going to use the messaging areas of the online ordering pages (which I now use for messages like "busy times may equal longer prep time" etc.) to protest the new mandatory online fee.  Something like 'Toast has gone FULL EVIL EMPIRE - Please email the CEO of Toast (e.g. chris@toast.com) and tell him you object to the money-grabbing $.99 online ordering fee!'

From my little shop alone, Toast stands to rake in an extra 8K/year.  8K!  This is an incredible grab.  Shame.

[Jparker]

Very well stated.  I hope Toast listen's to our voices hear and reconsiders this deceptive fee .  We are very concerned about keeping our loyal customer due to this additional deceptive fee we are unable to opt out of for our customers.  I feel our long term customers (who have help us during the tumulus times over the past few years) are going to start thinking the restaurant's are benefitting from this fee (even though it is coming from Toast) and will stop ordering.  

 One of the original reasons we moved to Toast was is was a company that was restaurant ordinated to help us provide a good experience to our guest.    Lately, I get the impression TOAST seems to be moving to a revenue generating only instead of focusing on us the customers that have improved there business.   Please reconsider removing the fee. 

[fbh]

This is a crazy move. No one even responds to the email address they gave us to discuss these changes.  Im out as well.. Im already in implementation with another provider to take over my online ordering... and its going to be cheaper.. All this is doing is driving customers to other third-party solutions. Even if a restaurant sticks with Toast for their POS, they will lose credit card processing of those online payments since they have to use a third-party credit card processor.. Then once their POS contract is up, they will move their POS too.. This move really does not make sense considering all the other attempts to move to a one-shop-stop approach. They have actively developed internal solutions such as Reservations/Waitlist, Catering, and Invoicing to make it a one-stop shop. They even bought other companies (ie Sling, XtraChef) to eliminate the need for third-party apps and to make it a single-source technology solution for restaurants. If they needed to raise the price of online ordering that is one thing.. but there are far better online ordering solutions for restaurants that are cheaper and more advanced. 

[Jparker]

Totally agree.