"Terrible Customer Support"

Terrible support and communications overall. When buying the software the sales person ensure that the system had the ability to import contacts since we didn't want to input the customers info every time that we were taking a table side or phone order, Its been 6 months since I started with them and the fix that supposedly needed to be done in my license never happened. I believe their Software has glitches and support can’t fix this or this feature was never part of the software in the first place. If you are looking to successfully handle takeout orders at your restaurant I will recommend to look for other options like Toast, for Table management touch bistro might be just fine but I do not recommend this company just because of the lack of transparency, customer service and solution delivery for end users.

"HORRIBLE CUSTOMER SERVICE! They don't care!"

The system itself has been fairly easy to use, however the tech support and customer service is where they really drop the ball, which is a shame, bc with a little more effort they could improve things in a huge way. When on the phone with tech support it is usually extremely hard to even hear them, bc of the noise in the back ground, this was prior to cover, it sounded like a call centre, one room with MANY people talking and laughing, which made it nearly impossible to make out what the tech support person was saying, and despite my many comments about not being able to hear them, nothing was done to rectify the situation. Recently we have had a tech issue, and they were supposedly making a "patch " for our system, while on the phone with tech support to download the patch, it came to my attention that they were able to access my computer without me giving them the Team viewer password that they usually ask for! When I expressed my shock and concern I was told it was standard practice to save a password so their tech people could access customer computers to fix issues. At NO TIME was I advised that they would retain a password so that any Touch Bistro employee could have access to my computer at any time, I asked for a manager to call me , no one did, I have called again and again made this request, and I still have not heard from anyone, and the tech issue has not been corrected either, so I am still, after at least 2 weeks, unable to add mods to new menu items, the customer service is TERRIBLE, and , being in the business of service, this is UNACCEPTABLE

"Worst pos system ever"

Every time I call this company they pass me on to someone else. They are a horrible system. I would not recommend them for your facility. We have tried for days, weeks, months. This system is horrible and is garbage. THey keep passing me to someone else to solve simple issues. They are the worst to get a hold of during the work day. They say they will call you back and they do not. I am trying to get a refund and they refuse to refund we have been requesting this since day 4. This company is horrible. Touch bistro is the worst pos ever. Peace of s*&^ is what it is.

"BEWARE!!!"

BEWARE!!!! HORRIBLE AND INSENSITIVE CUSTOMER SERVICE!!!!
Stay away from TouchBistro, from my last dealings with them have been horrible! We are in a pandemic and my store has been down since March. They have been extremely reluctant to place my subscription, which I can’t use, on hold due to my store closing because of Covid -19.
After explaining this to them several times, they still tried to charge my account. After several discussions with them they last tell me they waive 2 prior months and can do just one more waive. They threatened to suspend my license if I don’t pay (which was what I was asking for in March) Nonetheless, I’m still NOT open and the city I’m in may be closing again. TouchBistro only cares about you paying them their subscription, not your business And if you use aren’t actively using they’re product. Feel free to email me and I’ll forward anyone the emails for proof. Willst33 at gmail com.

William Tucker
PHIRE FITNES

UPDATE!! UPDATE!!! UPDATE!!!

Carly,

Your team DID NOT try to resolve this issue. Didn't offer prorations like most subscription or service based businesses. Touchbistro Only tried to force me to make a decision in 5days that TouchBistro will continue to charge me for a subscription that I AM NOT USING due to my business being closed to covid 19. Which is STILL horrible and inconsiderate customer service in a time where the entire world is being affected. Touchbistro is claiming they are keeping subscriptions active for carry out orders and deliveries. Well my business does not do either. Touchbistro is only concerned about making money. So forcing a customer to pay for something they are not using is terrible. I will continue to let every business know TOUCHBISTROs business model is not custom based but maintaining TouchBistro revenue!

"It’s like buying a POS from a used car salesman"

Spent about $7,000.00 on the system and the salesman disappears. We figure it out and enter our menu items. Then a year later, $3,100.00 licensing fee...never mentioned, never spoken, about omitted. Salesman, left got fired flew to the moon, he’s no longer there. Good product but I hate being scammed. It’s like buying a POS from a used car salesman.

"Its been a little over a week since my…"

Its been a little over a week since my last review and I still have not had my issues resolved. In fact, I now have more issues than before. printers not printing, and when they do they print in really small font. Settlements not being settled for the correct amount, servers not being able to close tables out even when the payment went through....which resulted in a loss of tips for them and a loss of sales for me because I ended up having to void and delete the sale because I could not close the table. Its been one nightmare after another and I have never been more exhausted with a company before. I'm ready to throw the towel in.

"We initially thought this was a useful…"

We initially thought this was a useful system. Took a bit of setting up, but after that proved an invaluable tool.
The customer service is however appalling as others say. The phone lines are useless, anc after far too many options you end up with a dead line. Understand the difficulties caused by Covid, however there should be a better level of response.
There is a clear division between sales - when they want to sell you the system and support for when you ve bought it.
Billing is unclear, and if they make a mistake credits, no refunds.
We ve now had a system like many I would think that we haven't used for 3 months. Unlike other of our system providers, there is no recognition of this. Sales tell you to ring customer service who then just ignore the issue. Other system providers have provided advanced feature training in lieu of any refunds. Not TouchBistro. They have introduced an online ordering/menu facility in the US and Canada, but not Europe. Seriously will now just look at Square moving forwards its cheaper and although with less functionality should serve our needs.

"Total SCAM"

SCAM ALERT! I was told this system could do a lot of things it cant. Week one I asked for them to have someone come to location to fix the non working system as they deleted all of our data from head office. They wanted to charge me 300 per hour. I tool them where to go. They still refused to come by and even pick up the equipment so I sold it. Now they are sending collection agents. I offered them the 500 I got for their equipment, they want over 2g.

Good luck with that guys.

"Brilliant system!"

Easiest system I've ever worked with, my staff also agree. The amount of features you get for the price is excellent, stock and staff management etc. Had one issue last year which they solved within 10 minutes. Would 10/10 recommend.

"Great service and user friendly system."

Great service and user friendly system.

Have found everyone i have dealt with helpful and professional. Jenna, who is the person i dealt with when choosing the system has been brilliant. she has continued to be supportive and take a personal interest in fixing issues i have had.
One issue i had with the cloud reporting system not working could not be resolved by the helpdesk team and becam frustrating. I emailed the CEO and got this resolved quickly.
The system itself is user friendly and intuitive.

I aim to open more restaurants and will use TB for this.