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?
