TouchBistro Reviews

“still being charged after closing”

Pros

While I was using the system it worked really well. Adding chairs to tables was easy and being able to swipe left to remove items made things very simple.

Cons

After recently shutting down my business, I need to say that closing my account with them has been an absolute nightmare. I called in early December before we closed to tell them I wanted to cancel. Then on January 17, I called again to ask why I was still being charged and a manager said my case had been escalated. I woke up this morning to yet another charge. When I called again, I was told I'm still third in line just to have an agent assigned. So even though I supposedly "closed my account," it is still being treated as active which means I have to keep paying until they finally get around to actually shutting it down. And after that, they still have to do an investigation before deciding if I'll be refunded or not.

“helpful support and simple system”

Pros

Whenever I need help their customer support comes through with the right answers. The system is also very simple to work with which makes the whole experience even better.

Cons

One thing that can be frustrating is how much information they throw at you. While a lot of it is useful some of it just feels unnecessary and ends up being more noise than value.

“Easy and efficient workflow”

Pros

The interface feels simple and that simplicity helps the whole team move through daily tasks faster and with better efficiency.

Cons

Although it's user-friendly overall some of the more advanced tools take extra time to configure and get comfortable with. There are also moments when updates cause short slowdowns during peak hours.

“portal access but support issues”

Pros

Most of the time the online portal makes it fairly simple to get to the report information I need. In general, the system works without much trouble but whenever something does go wrong, finding proper help is difficult.

Cons

At times the pages are very slow to load and the dates in my reports change when I move between pages. I've also run into random glitches where the reports don't line up between the machine, the online portal and the snapshot I'm given to work from. Trying to get support from an actual person is extremely frustrating.

“outstanding support every time”

Pros

Whenever I reach out the customer support team is truly top-notch. I call pretty often and they're always helpful, kind and knowledgeable. They genuinely seem focused on getting everything back on track as quickly as possible. I'd absolutely recommend them.

Cons

My only complaint is that some features come with extra add-on costs to improve the system. For instance, I'd really like to offer gift cards but as a new brick-and-mortar business, I just can't take on another big monthly expense right now.

“Costly mistakes and poor support”

Pros

TBH I can't point to any real positives right now. We're planning to move to a different POS provider and the company already knows about the problems I've run into with them.

Cons

Our business ended up losing $18k because the system was set up wrong from the start and their service team kept giving me bad guidance over and over. On top of that, every new update seemed to take away some level of functionality.

“constant crashes at the register”

Pros

At this price nothing about this point of sale system feels worth paying for. There are definitely much better alternatives out there.

Cons

It kept freezing constantly and I had to restart the point of sale system all the time. On top of that, the button layout was a complete mess.

“A lack of transparency throughout”

Pros

Customer service has been involved but the software keeps crashing constantly.

Cons

The biggest frustration is the lack of transparency. If we had known ahead of time about the problems we would run into, we definitely would have made a more informed decision.

“Unstable software and frustrating support”

Pros

After the latest software upgrade I can't point to any real positives. The system is now harder to use, less dependable and much more frustrating overall.

Cons

Programming it is confusing and takes far too much time. The system is unstable, with menu items, modifiers and printer settings randomly disappearing or changing. Glitches and crashes happen often enough to interrupt service and customer support takes way too long to respond. On top of that, the billing practices feel questionable, including charges continuing even after cancellation and the overall communication and accountability have been very poor.

“The worst support experience imaginable”

Pros

At this point, the only upside is knowing that in another year I won't have to deal with this company anymore and can move to a different POS that actually functions.

Cons

It's honestly difficult to pick the worst part because the whole experience has been awful. Technical support is a complete joke, customer service is basically nonexistent and every time you call they come up with a new excuse or bit of vague wording just to drag out any resolution.

“Downtime that hurt our business”

Pros

Unfortunately there really wasn't anything positive in my experience. They took advantage of us as customers, overcharged us, broke the contract and never delivered the service they promised.

Cons

Nearly every day or at best every other day, the service was down and that unreliability cost our business more than $$$$$ in lost sales over a 7-month stretch. On top of that, they failed to provide the marketing services we had agreed to yet I was still billed for them. They also sold me outdated equipment, including a discontinued payment terminal and it's obvious why they refuse to take it back, the hardware is old and no longer supported. Getting hold of a manager was almost impossible even after repeated requests and that poor communication made an already frustrating situation even worse and delayed any real resolution.

“unreliable POS with daily disruptions”

Pros

Getting help was at least fast and the initial setup was pretty easy. Calling the 1800 number usually got us connected to a real person within a few minutes and it was useful that support could view the iPad remotely.

Cons

Connection issues were awful. We used a Moby8500 and it disconnected every single day which constantly left us with a terminal down. The offline mode is basically useless because it has to be turned on before the internet drops so you end up manually batching credit card payments. If the internet goes out and offline mode wasn't already enabled, you're completely stuck and can't even send an order to the kitchen. At times the iPad was totally unusable and we had to fall back on paper and manually figure out taxes. Since credit cards make up 80% of our sales, not being able to process them was a huge problem and the biggest reason we're leaving. On top of that, there are pointless extra steps everywhere, like requiring FAAs to clock in and out like hourly employees or having to manually enter DoorDash orders and then create a discount just to close them. We were also billed for loyalty services that were never even set up.

“Expensive and unreliable service”

Pros

Honestly there isn't much here to praise. The product has gotten worse over the years and it really feels like they keep pushing you to buy all new equipment.

Cons

Service has been very inconsistent and the iPads go down way too often. It's far too expensive for what you actually get and I'd strongly recommend choosing a different provider.

“Support that never delivers solutions”

Pros

Being iPad-based and almost entirely wireless makes the system very convenient to carry around and use while moving throughout the space.

Cons

Customer service has been the worst I've dealt with in any industry. Most issues go unanswered and there's usually no real response or resolution when problems come up.

“user-friendly with strong integrations”

Pros

Right away this software felt very user-friendly. Training staff on it didn't take much effort and the layout is easy and simple to follow. It works especially well for event-based or restaurant-based sales and the integration options are a really nice bonus.

Cons

One downside is that it's a little more expensive than other products in a very competitive market. It's still a really great product but the price is definitely a drawback.

“Locked into a bad experience”

Pros

After six months of onboarding, all I got was confusion and frustration. The constant calls and harassment over things that weren't important got so bad that I had to block the rep and ask for someone else. We ended up losing thousands of dollars during the long delay just trying to get everything started. They claim they handle everything and make huge promises but in reality, you need to be ready to learn everything over Zoom and wire money while doing most of the work yourself on video.

Cons

Terrible experience overall. There's probably a reason they don't have Google reviews on their website and they make sure you sign a contract first.

“misleading sales and inflated pricing”

Pros

Hardware never even arrived and structural problems pushed back the opening.

Cons

Sales approach felt aggressive, the salesperson gave inaccurate information and they tried to charge nearly ten times more than another POS system.

“Promises that didn't match reality”

Pros

Sales team moves quickly when it comes to getting everything set up and signed.

Cons

Problem is that the sales team misrepresents what the software can actually do just to get you into a contract. They seem willing to say whatever it takes to keep you locked in even if you never really used the service or the service period was already over.

“Months waiting for a simple fix”

Pros

Restaurant system itself works well and at the start the company seemed organized and genuinely focused on its customers.

Cons

The customer service department is absolutely the worst I've ever dealt with in any business. I wouldn't recommend this company even if they handed out the equipment for free. Honestly I've been trying to get one issue fixed for three months and after countless calls, emails and time spent on hold, nothing has been resolved.

“poor support and difficult software”

Pros

There's nothing positive I can say. They lock people into a contract and if you try to leave, they still expect you to pay the full amount for the services. On top of that, they charge for services without even providing the equipment.

Cons

Customer service is terrible and really, everything about the experience has been frustrating. Even the software itself is not user-friendly for restaurants.

“Shady practices with billing problems”

Pros

I don't have anything positive to say. The product feels substandard and the customer service has been the worst I've ever dealt with.

Cons

Right from the beginning, the business practices felt shady. The sales approach was aggressive and we were told we could cancel anytime because we were only bringing the system in on a trial basis. We wanted to test it with our staff first, do some training and figure out whether it was actually a good fit but they wouldn't let us move forward unless we were fully committed. After using the system briefly, it was pretty underwhelming so we decided to return to our previous POS and requested cancellation. I was told someone would contact me but since then every attempt to reach them has been ignored. On top of that, they continued billing me for two months after the cancellation. At this point, I'm waiting for my credit card company's fraud department to sort it out, otherwise I'll have to cancel the card entirely just to stop these scammers from charging me again.

“Daily crashes with no resolution”

Pros

At least the customer support staff are polite and friendly even though they never actually manage to solve the problem.

Cons

System was crashing multiple times every day. I've been calling again and again for months and no one has been able to fix it. The gift cards never worked either and tech support couldn't figure that out too so they said they'd issue a refund which I'm still waiting on months later. There's basically no accountability and no real help available. I end up calling support every day and having to explain the same issues all over again.

“too many problems to ignore”

Pros

Cheap price doesn't come close to making up for all the frustration. It's the definition of buyer's remorse and we're basically just waiting for the contract to run out so we can switch to a company that actually knows what it's doing.

Cons

Honestly it's hard to even know where to start. We've built up pages and pages of complaints about this system.

“billing issues and poor support”

Pros

I do appreciate that it works from an iPad but that's all.

Cons

Trying to get any help from tech support was frustrating, to put it mildly. It took several days before anyone called me back to assist with the setup. I eventually switched to Clover because their customer service is much better and the reporting is stronger too. On top of that, I'm still dealing with trying to cancel my account. Even after receiving a confirmation code, nobody from billing has followed up despite me calling over and over. They continued charging my account after cancellation and I ended up having to block my credit card. I'd definitely recommend staying away.

“support falls short”

Pros

The platform is simple to use, works in the cloud and fits well with Apple products.

Cons

A big downside is that there's no dedicated person managing the account. Support also doesn't really follow through and the team often seems unfamiliar with the product, relying on a basic troubleshooting script instead.

“Solid Platform”

Pros

The simplicity of use combined with the reasonably priced cost makes it a solid choice for me.

Cons

Dealing with support can be incredibly frustrating and challenging.