UberEats (UE) third party special instructions don't show in Toast on POS

[escoop]

So here we are again, dealing with the SAME issue that happened in 2022 and 2023 (which ultimately Toast did fix previously.)  Guests ordering on UberEats enter "special instructions" like "please write Heather on the sandwich bag" or "please sub turkey for ham" and the guest expects the restaurant to fulfill the request.  However, the guest instructions do NOT show up on the Toast POS.  So we, the restaurant, do not make the order the way the guest wants and then the guest is mad at US because she gave us special instructions (that we never saw) and the guest thinks we just didn't follow the instructions.  We end up remaking the entire order, losing money and looking incompetent in the eyes of the guest.  

This issue has happened at least twice before and twice it has taken me MONTHS to get Toast to fix it.  And despite multiple Toast reps telling me that it would have to be a feature request or that the issue was UN-fixable, it was in fact fixable and Toast ultimately, albeit painstakingly slowly, fixed it.   So here I am, needing the same issue fixed, AGAIN.

I can not believe I am the only restaurant impacted by this issue.  Can I get an "Amen " here?  Is anyone else suffering with this issue?

[escoop]

Previous case of special instructions not feeding into Toast.  After going round and round with Toast, they FINALLY fixed it back in 2023.

[Rob]

Thanks for reaching out to the community! Sorry to hear this issue is happening again. Do you have an open case with support within the past week? I can escalate the case and have a specialist find what was done to fix it previously and work to resolve the issue. 

[escoop]

Sure do, Rob.  Case number 14932807

It happened again today.  More money down the drain.  Ugh!

Sincerely appreciate any and all assistance.  Thanks for jumping in to help.

[escoop]

So, supposedly, the case has been "escalated" which I appreciate, but we are now at almost a month with no resolution and guests that are mad at us when we don't fulfill their special requests (which we can't even see.)  I sure wish things would move along at a faster pace.