URGENT ISSUE

[cams2017]

Dear Toast

I am writing to express deep concern regarding an ongoing and severe issue with our online ordering and payment processing through Toast, which has persisted for over a week. This issue is directly impacting customer experience, our revenue, and the overall trust in your platform.
For the past seven days, we’ve received repeated calls from customers stating that their online orders appear to fail during checkout. Although the system does not confirm the order was placed, the customer is still charged. When they contact us to confirm the order, we find no record of it in our POS system. This has forced us into difficult conversations with upset customers and has resulted in lost trust, lost orders, and financial losses.
The situation escalated significantly on Friday, one of our busiest days, when we received eight separate calls within a six-hour period reporting the same issue. Despite calling Toast support twice that day and being walked through basic troubleshooting steps, the issue persisted—and even while on the phone with your representative, yet another customer called with the same complaint.
This has not only resulted in direct lost sales—totaling over $700 within the last 72 hours—but has also severely damaged our credibility with both returning and new customers. For example, on Saturday, we lost an order valued at over $250 from a new customer who likely will not return due to lack of confidence in our ordering system.
We were told this issue has been escalated to your expert team and that other restaurants are facing similar problems, yet we have received no resolution, update, or follow-up email or phone call in over 72 hours. Meanwhile, we continue to pay full monthly fees for a service that is actively costing us revenue and reputation.

As a restaurant owner, I expect my POS partner to ensure reliability, transparency, and fast support. Right now, we are being let down on all three fronts.

I urge Toast to immediately prioritize resolving this issue and to provide a clear timeline and communication regarding what is being done to fix it.

If this issue cannot be resolved promptly, we will have no choice but to evaluate alternative POS solutions that can meet our operational needs without such disruptions.

Please respond urgently.
Sincerely,
Jeff
Cams Pizza

[Rob]

Thanks for reaching out to the community. I want to sincerely apologize for the frustration, lost revenue, and impact this issue has had on your business and your guests.

I want to confirm that a credit has been issued to cover the revenue lost from the affected orders, and our engineering team has resolved the root cause of the issue. That said, I’d love to check in and confirm that things are now running smoothly on your end. If you're still noticing any problems at all, please let me know and I’ll make sure it gets immediate attention!

[elijahpelton]

We have a similar issue. 

My post from today is copied below:

Customers ordering online, both through Toast Online Ordering and Toast Local, are receiving an error message after payment, so they re-order their order. The restaurant then receives BOTH orders, the customer is charged BOTH times, and it is a complete hassle for our employees. When we don't catch it in time, we are forced to waste food, which is both detrimental to our business and the environment. I have spoken to multiple Toast support agents for the better part of a day, and the only thing I've been told to do is change our auto-fire device to their recommended one, even though all of my devices are the exact same model and are all connected to Ethernet. (I'm not sure what makes one "recommended.") They have also suggested that I "re-sync" my online ordering module but told me that is not something I can do myself and have to call and ask for it.

I think this is a systemic toast issue since it's happening at multiple restaurants in my group. I have asked customers what device, payment method, and browser they are using and have found no consistency between the answers, leading me to believe it is not due to device/payment/browser.

[Rob]

Thanks for reaching out to the community, I apologize for these issues, and based on what you have described, this sounds like a network issue in the location. The "recommended" device most likely has a better connection than the one you are currently using. Perhaps there is a chance that there is an issue with the cord (sometimes the internals have a short or are frayed, etc). If you provide your most recent case number, I can escalate this to work to find a solution!