Touchbistro

Have had horrible experiences with their customer support. Had an issue in May 2019 where a customer mistakenly put in their pin number instead of a tip amount. This resulted in a $2000+ tip for a $8 item. The system didn't flag this and let it go through. We didn't detect this until the next day and then had a horrible time trying to get this canceled. We called in to ask for advice 10+ times and everytime we had to wait 15-45 minutes to speak to someone. When we did speak to someone they didn't know what to do or gave us bad advice. We never could get this to stop processing. After a certain point, we cut a check to the person because they were going to get bank fees for being overwithdrawn. At that point, their bank filed a complaint and got the money back through that. Fortunately, the customer hadn't cashed the check and ripped it up for us. Then, *** (who processes the credit cards) canceled us due to this large money amount. We didn't have credit card service for a day at our business until we could get that corrected. TouchBistro said they would give us a meager refund for our troubles, but they had troubles getting that to us and it has been 8 months and we are still waiting. Now, they aren't even responding to emails to their customer support.

I own a restaurant in Vancouver, BC. I contacted TouchBistro in October 2018 when we saw an online promotion. I was asked to pay a deposit (CAD278) which I did. They sent me a list for the equipment that we needed in order to run the system. I purchased *** and *** from *** and I contacted the sales rep at TochBistro, instead of calling me or emailing me to finalize what we needed and how to purchase it, he sent me a contract to sign (using DocuSign). But before signing I had few questions, which I sent by email, and until today I didn't receive an answer. The sales rep (TW) answered my emails, once telling me that he was on the road all day and he would answer me later. Few days passed by, I didn't hear from him, I wrote again, he answered saying that he had "back-to-back" meetings all day. I waited a few more days, nothing. In the meantime, their professional services asked me to send them the menu so that they load it to the system and they scheduled a boarding meeting for early January. But I needed the rest of the equipment first, but and because I didn't hear back from the sales rep, I went to TouchBistro website, clicked on "contact us" and wrote a long message explaining my frustration.
A few days later, first I received a phone call from a manager, Micheal L, he was nice and friendly, apologized for all the mishaps, and promised to resolve the problems. He scheduled a conference call for January 3rd. I received an email confirmation for the call and all that, but the call never came through. I waited till next day, no calls. I emailed the person who sent the confirmation for the conference call (Stephanie), she called me and apologized and told me that a manager would call me. A manager (Philip) did call and apologized for all the shortcomings. He promised me that he'd make things better, and he offered me 2 months free. I wasn't happy with his offer, after all what I've been through, I asked for %50 discount on license fee for the first year. He answered me saying that he couldn't do that, and the best he could do is to offer me three months.
In the meantime, back to professional services, as I was informed that the menu would be ready by January 2nd, but I received an email from professional services telling me that the menu wasn't setup yet because of the holidays.

After all what happened I felt that I couldn't trust TouchBistro anymore. I just felt tired and frustrated, so I wrote to the sales manager (Philip) again, telling him exactly how I felt and asked him politely if he could refund my deposit. I didn't hear back from him, after a week or so, I emailed him again asking if he could answer my email. No answer, till the minute I wrote this review.

I have no idea how a company like TouchBistro allow it that new customers be treated like this. They were so quick in sending me contracts to sign, but so slow or indifferent to everything else. I really hope that managers at TouchBistro will read this review and hopefully correct things. After all, I ended up spending few thousand dollars on *** products that TouchBistro instructed me to buy, hopefully I can find an alternative system where I can use this equipment.
Note: all my communication with TouchBistro is by email and documented.

If I could give zero stars I would. I have been awaiting refund for 8 weeks now. I complained on *** and was informed that my refund was approved, but trying to get anyone in the Customer Service department it contact you is literally impossible. Is there a law regarding how long someone has to give you your money back?