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!
