TouchBistro Customer Reviews

I am reaching out to warn anyone looking into this as their POS system. Here is an account of an ongoing issue I am having and want you to know upfront about the dire, poor customer service you will receive with this company should you become one of their customers.

1. I reached out 9/17/2024 to talk to someone about our system working slowly and freezing up. Then again I reach out on 10/21/2024 because no one ever reached out to me in almost a month! This issue continues to happen in spite of several calls and hours spent with the technical group to fix.

2. We have a secondary issue in January that made our kitchen printer unusable, and I reached out on 1/21/2025 about this. This issue was not taken care of until February and I paid for a new printer. At this time, I was assigned a care agent. In an email dated 2/14/2025 he said would look into compensation for the printer because of the time it took to get this simple issue resolved. I have never received anything for this nor has the initial issue in bullet 1. ever been corrected or fixed.

3. The POS issue continues in January, February, March, and April. This is an error issue showing no connectivity which has our system just continuously spinning and spinning while trying to find the TB server. This issue is happening every day, multiple times a day at which the system stalls or stops and then it takes several minutes (at times it has taken up to 20 minutes) to reconnect. In the meantime, when this happens, it stops all transactions from being able to happen. No orders can be taken, no orders can be sent, no payments can be taken, and customers are asked to wait so we can process a credit card.

4. In March they finally concluded we needed a new router and some access points. After 2 hours with technical support export the system was worse than before and the person who handled this screwed the system up so much that our internet, phone and everything else was down. It almost prevented us from being able to open on time.

5. April the issue continues and again after spending hours 3 hours alone yesterday, April 24, ( we are now up to at least 12 hours total over the last 5 months) on the phone with technical support (supposedly senior support staff) nothing is fixed! Each and every time technical support repeats the same fix – unplug the system , plug it back in, un plug this ethernet cable and plug it here, now switch and plug it someplace else – is is just the same instructions over and over and yet we still have no fix!

Do you really have anyone who truly understands IT or your system and how it works? We can’t get a management member to call us back or anyone in your organization to understand the seriousness of this and what is costing our business. They all seem to want to be of help at first when they assign a customer care rep. Our rep came on and initially was very responsive and worked at trying to help us. But when the issue did not resolve and persisted, he became less available and suddenly is gone.

You have cost my business first and foremost huge anxiety with my staff as they can never be assured when they go out on the floor that they can provide the best customer service possible because we are held hostage by your system when it chooses to work or not. This means ordering time for the customers take longer, food preparation takes longer because of delayed tickets going back to the kitchen and a customer trying to check out may have to wait several minutes until the system comes back online. If you were a customer and came in and experienced this, would you come back? The funny thing is we have been a TouchBistro customer since 2021 and never had this issue until November 2024. Nothing on our end has changed and I’ve even had other IT folks out who have all told me the issue is with your POS. The issue is with TouchBistro. For a company who claims to be the number one system for restaurants and are there because they understand we need to be spending our time with our customers, there is little to no action or help when you need it the most. For example, we had a huge issue yesterday that almost prevented us from being able to be open as out of 4 systems only the main terminal was working. We had to quickly readjust to figure out how to make that work and after 3 hours with your team on the phone yet again, nothing was fixed. But worse than that, no follow up! No care or concern as to how we managed to make it through a day with one unit working. Your support person suggested we had a fried wire but an IT person I had out yesterday said there is nothing wrong with our wiring and the issue is with TouchBistro.

Not a fix to an issue in 5 months. The main reason for this is I don’t have time to be on the phone with your technical support team every single day for hours at a time and go through the same non useable instructions as to how or what the fix will be and then hang up empty handed anyway. I have a business to run!

I am reaching out to warn anyone looking into this as their POS system. Here is an account of an ongoing issue I am having and want you to know upfront about the dire, poor customer service you will receive with this company should you become one of their customers.

1. I reached out 9/17/2024 to talk to someone about our system working slowly and freezing up. Then again I reach out on 10/21/2024 because no one ever reached out to me in almost a month! This issue continues to happen in spite of several calls and hours spent with the technical group to fix.

2. We have a secondary issue in January that made our kitchen printer unusable, and I reached out on 1/21/2025 about this. This issue was not taken care of until February and I paid for a new printer. At this time, I was assigned a care agent. In an email dated 2/14/2025 he said would look into compensation for the printer because of the time it took to get this simple issue resolved. I have never received anything for this nor has the initial issue in bullet 1. ever been corrected or fixed.

3. The POS issue continues in January, February, March, and April. This is an error issue showing no connectivity which has our system just continuously spinning and spinning while trying to find the TB server. This issue is happening every day, multiple times a day at which the system stalls or stops and then it takes several minutes (at times it has taken up to 20 minutes) to reconnect. In the meantime, when this happens, it stops all transactions from being able to happen. No orders can be taken, no orders can be sent, no payments can be taken, and customers are asked to wait so we can process a credit card.

4. In March they finally concluded we needed a new router and some access points. After 2 hours with technical support export the system was worse than before and the person who handled this screwed the system up so much that our internet, phone and everything else was down. It almost prevented us from being able to open on time.

5. April the issue continues and again after spending hours 3 hours alone yesterday, April 24, ( we are now up to at least 12 hours total over the last 5 months) on the phone with technical support (supposedly senior support staff) nothing is fixed! Each and every time technical support repeats the same fix – unplug the system , plug it back in, un plug this ethernet cable and plug it here, now switch and plug it someplace else – is is just the same instructions over and over and yet we still have no fix!

Do you really have anyone who truly understands IT or your system and how it works? We can’t get a management member to call us back or anyone in your organization to understand the seriousness of this and what is costing our business. They all seem to want to be of help at first when they assign a customer care rep. Our rep came on and initially was very responsive and worked at trying to help us. But when the issue did not resolve and persisted, he became less available and suddenly is gone.

You have cost my business first and foremost huge anxiety with my staff as they can never be assured when they go out on the floor that they can provide the best customer service possible because we are held hostage by your system when it chooses to work or not. This means ordering time for the customers take longer, food preparation takes longer because of delayed tickets going back to the kitchen and a customer trying to check out may have to wait several minutes until the system comes back online. If you were a customer and came in and experienced this, would you come back? The funny thing is we have been a TouchBistro customer since 2021 and never had this issue until November 2024. Nothing on our end has changed and I’ve even had other IT folks out who have all told me the issue is with your POS. The issue is with TouchBistro. For a company who claims to be the number one system for restaurants and are there because they understand we need to be spending our time with our customers, there is little to no action or help when you need it the most. For example, we had a huge issue yesterday that almost prevented us from being able to be open as out of 4 systems only the main terminal was working. We had to quickly readjust to figure out how to make that work and after 3 hours with your team on the phone yet again, nothing was fixed. But worse than that, no follow up! No care or concern as to how we managed to make it through a day with one unit working. Your support person suggested we had a fried wire but an IT person I had out yesterday said there is nothing wrong with our wiring and the issue is with TouchBistro.

Not a fix to an issue in 5 months. The main reason for this is I don’t have time to be on the phone with your technical support team every single day for hours at a time and go through the same non useable instructions as to how or what the fix will be and then hang up empty handed anyway. I have a business to run!

They do not do legitimate business. They are complete scammers. They provide no services, training, hardware or software and then send invoices totaling up to $30,000!! You can’t get a hold of anyone that can do anything to help. BEWARE!!! HORRIBLE COMPANY, IF THEY CAN EVEN BE CALLED THAT! THEY NEED TO BE REPORTED TO EVERY CONSUMER RESOURCE TO PROTECT SMALL BUSINESS OWNERS!!!

Do not sign up with them. They are not honest and do not honor any thing they say. They kept misspelling my name and business name and are now contacting me on the email that I told them to remove as it’s a junk email since I’ve asked to cancel the contract. They took funds from my account and claim that they have no records of it on their system. Had a manager name Michelle reach out on December 18 2023 and promised to cancel the contract with no penalties, a full refund of all fees as well as a full refund of the hardware and that I can keep the hardware as an apology for the experience I’ve had. Told me that the cancelation department will call me shortly after our conversation and when no one did by the end of the month I called in and was told there’s no way of being transferred over and no extension for that department. She did not document what she promised to the account and is now telling me the following:

“I do apologize for any miscommunication but we would not be able to issue a refund for hardawre you received and opened. We are making an exception to take a look and see if your hardware qualifies for a return. Please see your inbox and reply to my colleague Alex from Hardware.

Once we can determine if your hardware is eligible, reimbursement will be issued to you for the hardware aspect. The reimbursement would occur once we have the hardware back on our end.”

They upsell other services that charge an exuberant amount just to integrate into the TouchBistro system and you will still have to pay all the other fees of whatever services you are trying to integrate. I’ve had Chase cancel my contract and reimbursed me all fees because they saw that I was pressured into signing a contract I did NOT need or use.

I was unable to use TouchBistro system or hardware because things were not setup properly and the necessary changes couldn’t be made. I couldn’t process an order or card payments.

This company is extremely problematic. From day one I quickly realized my mistake in signing on with them. Glitchy software have caused unending delays in service at my bar and their tech support is not able to solve even the most basic issues. My credit card processors recently stopped working all but halting service during the holidays. They found a new processor that they say will work but I had to fight with them for a half hour for them to agree to replace them free of charge. Im stuck in a 3 year contract with zero recourse, lawyer is next…

They breached their contract and I had the same issues with their hardware/software as another person mentioned. They didn’t do anything to fix it and I had to close for the day to switch back. Since then, the communication has been awful.

Stay away from Touch Bistro and of the offers that they would give you. They would just as quickly make you repay your discounts once you are under contract if you dont sign up to their add ons not originally in your contract and push you to pay more monthly fees!. I regret signing up in July 2021. We were blown away on this POS by their extremely generous offer to discount the cost of hardware for a Solo plan ($1100) that we needed to set a new Mom &Pop type takeaway restaurant. We were told the discount was a limited time offer for signing up for a 2 year contract and using Online Ordering with Online Payments by Chase. So great! And the sales person GUARANTEED to me that we would not be paying anymore than what was agreed to be the quarterly payments! Wow, i thought… ok! That was in July… during the onboarding process 1 month down the line … I asked them about in-venue payments They yold me I would get a call from Chase but they said the hardware for the payment processor was an extra rental fee monthly. I waited… no one called. so I bought a Square terminal just in case we needed an invenue card payment which is inter

grated with Touch Bistro Payments and no added rental fee. As soon as the Onboarding Specialist found this out they said…oh if I dont pay additionally for Chase Payment Processor they would take away the duscount. Suddenly just like that and long after the agreement was signed! I was still fighting with them 2 month after signing, arguing that what they are doing os against their agreement with me. An additional 40 dollars a month for the processor is nothing but in principle they should not be allowed to bully anyone using their payment processor or any add on if its not part of the original agreement and the discount being conditional to this not disclosed in the agreement or by the sales person even when asked “what’s the catch?”. BE VERY CAREFUL WHEN DEALING WITH THESE PEOPLE! You dont need this extra headache when you busy trying to set up a new restaurant! They will call you endlessly even you say NO and practically threaten with paying back the $1100 discount.And in their contract terms they can just freeze your Ipad and deny you access to the software at any time! I ended up deciding to just pay back the discount. The software is great! Its the unprincipled and unethical way they are doing this that made me just want to scream! You dont need the aggravation and you dont have the time when you are newly setting up!

They do not rock – they suck. $$$$ LOST