Service, support, sales, lack of security, honesty and follow through lacking

[TWelty]

There have been so many issues with what the sales rep told me (in a meeting that someone else heard, as well), what has happened, the security within toast and ability to get answers that it really shows how poor the company is run. 

• A security breach happened that I could tell was an email from within Toast, I was told there is no fraud department and never got a reasonable explanation for it, but was required to provide extensive documentation to verify who I was to get control of my own account. No one ever got back to me on the case with an explanation. 
• Sales person told me I couldn't print the order from the display on cash register and forced me to purchase kitchen display that was not needed because I found out I could print it. I was told how to return it and never got a refund for the purchase of the equipment. Additionally, I continue to be charged for a subscription for that display when it was returned. I was told in a case opened that the refund would process in three weeks and I never got the money. Case was closed and no one ever got back to me. 
• I had to pay a 15% security deposit on equipment that when it was paid the security deposit was to be refunded. Another opened case that never was resolved but Toast keeps closing. 
• I had a sales rep named Veronica, who told me via email back in November or December that another person was taking over and copied that woman in the email. I have emailed repeatedly and gotten no assistance. I also opened a case on this and no one could help me.  The case was closed by Toast and I don't have a contact. 

At this point, I expect to be able to cancel the services and not be charged any additional, because Toast has failed on their end to uphold the agreement or provide appropriate support but I can't even get to talk with someone at toast. If I call in the people who answer in support play the passing game, then open a case that gets closed without my knowledge and no one ever gets in touch with me. 

Teresa

[Rob]

I’m really sorry to hear about all the frustration you’ve been dealing with—this definitely isn’t the experience we want for you. I can only imagine how exhausting it must be to go in circles without getting the answers and support you need. You’ve taken all the right steps to get this resolved, and it’s disappointing to hear that things haven’t been followed through on.

I want to make sure we get this back on track for you. I’m escalating your concerns right away. A few key things I want to make sure are addressed:

• The security issue you experienced and why you weren’t provided with a clear explanation.
• The kitchen display refund and why you’re still being charged.
• The security deposit refund that hasn’t been processed.
• Getting you in contact with the right person for account support.

I know you’ve been asked to open cases before, only to have them closed without resolution, and that’s unacceptable, feel free to message me personally for follow-up questions or concerns! 

[Penguin_Meg1]

Hi Teresa,

 You mentioned a 'sales person' you dealt with, is that your individual rep or someone else you came to deal with through toast support or possibly your growth rep?

Not sure if this helps but when I had a big problem that I needed answers to and kept getting passed around my rep became my main point of contact. She escalated and tracked the case and kept me regularly updated while making sure the case stayed open until I was completely satisfied. The sales rep you've been dealing with sounds more like a customer growth rep which they usually default to trying to sell you something as opposed to pressing to get the problem solved.  

Again, not sure that helps but I have felt this pain before and my rep really pulled through for us.