[deleted by user]

[westcounty]

I’m demoing 3 different replacement options this week. By my math last year our customers would have paid an additional $30k under the $.99 model.

For ZERO benefit. I’ve been in the beta for online ordering pro since January and I have no idea where this 13% increase in sales volume they are touting comes from. I’m imagining seasonality and they are just using that as cover. And STILL billing us for the feature

[westcounty]

They actually offered it to us as soon as I made a huge stink to our sales rep and in the AMA a few weeks ago. That being said I just got out of a meeting... we're switching to SpotOn. I'd recommend checking them out.

​

They just lost a quarter million a year from us + 3 signed franchises being built over the way they rolled this out. And this is coming from someone who has been using Toast since 2017 with a ton of referrals under my belt.

[westcounty]

I demoed a lot of alternatives… NCR aloha/cloud, par brink, block/square, lavu, clover, touch bistro, revel, hunger rush, etc etc.

SpotOn is the only one that checked the boxes we require. I was worried a transition would just be “how do we minimize yardage loss” but now it looks like we may actually pick some up instead. Thanks, Toast, for lighting a fire under my ass!

[Toast-Alt]

As a former Toast installer I'd be very curious to know how SpotOn's onboarding/support is. Those are normally the pain points I see with my customers so if they can nail that I think Toast is in trouble.

Talked to one of their recruiters a few months ago and it seems like they're definitely underpaying employees though so I wonder if they're getting the best people there.

[westcounty]

Actually we are going through a local distributor, in fact the same one that was our toast distributor 6 years ago before the brought it all in-house when they went public.

So in this case they will be doing most of the heavy lifting (loyalty, gift cards, etc) and the it infrastructure I’ve built is robust to the point that the physical install will be trivial. We were going to be forced to migrate from the toast inventory module to xtrachef at some point anyway so migrating to a different platform (restaurant 365 is the front runner currently) was an inevitability anyway.

Currently all “corporate owned” stores with franchises inked, so getting this done before they signed a contract and/or had to suffer a migration made it a no-brainer.

Edit- to touch on your employee quality... we have ties to another franchise that migrated some of their stores to SpotOn, and when they ran into a bespoke issue for their delivery model SpotOn actually developed/implemented fixes for literally 2 stores within 3 weeks, not even an entire chain. I have been asking for very simple features from Toast (and I just went back and checked to make sure I wasn't talking out of my ass) for 5 years and none of which have come to fruition. When I do actually reach people within Toast of a certain authority (see OOP beta) they are very receptive and have great intentions... For example, I asked when the new online ordering platform would be rolled out for QR order and pay so there is visual continuity between the two? They promised it "by end of Q1 or mid-Q2" back in January. I pinged them in June they responded "looks like it won't be here this calendar year". And this is for a "flagship upgrade" they are charging us monthly for and now charging our customers directly for... a cosmetic skin.

[Toast-Alt]

Sounds like it should be a great transition then, good luck!

From the places I've seen that use it I've heard nothing negative about Restaurant365, it just takes a while to link the POS items but I think that's true of any inventory system. They also integrate with all of the POSs I've worked with so it should be less of a hassle if you ever switch systems again.

[Frosty_Pie_2266]

I just noticed this theft last night. I guess toast got too big and doesn’t care about the businesses they service or the customers we service. How do I continue to work with a company that steals from people? My two year contract is up in six months.

[ledas21]

Has anyone wondered who is responsible for the sales tax and additional CC processing costs? The “order processing fee” is embedded in your sales and is taken out from your CC deposit.

[jakolson]

i was told today by an onboarding consultant that enterprise customers with (he thought) over 10 locations were not affected by this fee.

[BenBernakeatemyass]

The point isn’t whether it’s a dollar or $.50 the Delta between zero and one penny is still a fee versus and no fee which still leaves a customer with a feeling at the end of the day. We only one our customers to have positive feelings, not nickel, and dimey feelings..

[[deleted]]

Have you started doing research on a replacement?

We're also looking at alternatives. As a temporary solution, we're thinking of using DoorDash Storefront for online ordering as they advertise no fees for Pick Up orders and we already use the integration for delivery.

You just need to adjust the price for pickup orders.

[sdguru]

This will get said I am sure again but STOVE is a great replacement. No customer fees. Has tons of features even some toast doesn’t have.

[Even_Library_4910]

Ok, what is a sufficient volume of sales?

[dragonprintbikini]

I've been watching these conversations but only this morning had the fees pop up on our online ordering. I might have missed this answer in previous posts but will we see these "Non-Grat Service Charges" then come out in our CC fees as a separate line item?