What Toast POS Users Struggle With And How Butter POS Fixes It

In a restaurant, the POS system isn’t just a tool, it’s the heartbeat of daily operations. Toast POS POS has earned a solid reputation in the industry, known for its wide range of features and ability to support large-scale setups.

But even great systems face criticism.

We scanned real reviews from online forums to understand what actual Toast POS users are struggling with. From surprise fees to slow support, the feedback is honest, and eye-opening.

This blog isn’t about tearing Toast POS down, it’s about highlighting real user pain points, showing how Butter POS built after talking directly to restaurant owners, and solves them better.

Let’s take a look at what users are saying, and how Butter POS fills those gaps.

1. Slow or Unhelpful Customer Support

Running a restaurant means problems can pop up anytime like during rush hours, on weekends, or late nights. And when your POS system crashes or stalls, you need immediate help, not automated replies or delayed callbacks. Unfortunately, many Toast POS users have expressed frustration with slow, impersonal customer support.

Real Toast POS Review

"Absolutely horrible customer service on the user end, can not imagine how bad they are as a paying customer." - See Detailed Review

Joe Blalock

Absolutely horrible customer service on the user end, can not imagine how bad they are as a paying customer. Their app is broken and even when provided multiple examples of the problem being on Toasts end they reply with a template asking me to bother the small business owner, their customer. Run away if you are considering Toast, they are terrible

This is a recurring complaint: support feels outsourced, automated, and painfully slow, especially when a restaurant needs quick solutions.

How Butter POS Solves It

At Butter POS, we understand that response time can make or break a service experience especially during peak hours. That’s why we’ve built our support model differently:

• Dedicated account manager for every restaurant—so you always talk to someone who knows your setup.
• Multi-channel support: Call, WhatsApp, or email—whatever’s faster for you.
• Response time SLAs: We commit to resolving urgent issues within minutes, not hours or days.
• Our support team is trained by restaurant professionals, not just call center agents.

Because when your kitchen is on fire, the last thing you need is a chatbot.

2. Complicated User Interface

POS systems should make life easier, not harder. But many restaurant staff using Toast POS have reported that its interface can be overwhelming, especially for new hires. When your staff spends days just learning the basics, it slows down service, creates errors, and increases stress during peak hours.

Real Toast POS Review

“Training is lacking and it's sometimes difficult to find help, but I am told to read an article to find the answer.” - See Detailed Review

janikzac62

Employee. Very stressful. Just more and more piled onto you. Training is lacking and it's sometimes difficult to find help, but are told to read an article to find the answer. Good luck. The policies are ok. Good PTO. But that doesn't make up for what is lacking

This kind of feedback is common in quick-service and small restaurants, where team members need to hit the ground running, with minimal training time.

How Butter POS Solves It

At Butter POS, we designed the interface for speed, simplicity, and clarity because we know restaurant staff don’t have time to read manuals.

Here’s how we fix it:

• Zero learning curve: If you can use a smartphone, you can use Butter POS.
• Minimal screens and clear icons make navigation easy even for first-timers.
• Live onboarding demo gets your entire team ready in under 10 minutes.
• Optional “new user mode” gently guides staff for their first 30 days.

No confusion. No delays. Just smooth, intuitive operation from day one.

3. Hardware Lock-In

Many restaurant owners using Toast POS have felt locked into their hardware ecosystem. Whether it's buying their specific terminals, printers, or tablets, this kind of dependency can drive up costs and limit flexibility. For small or growing restaurants, it’s frustrating to be told what devices you must use.

Real Toast POS Review

“Once you spend thousands to install their hardware and pay them for their services every month, they have you, and they no longer care.” - See Detailed Review

Brock Arehart

Terrible customer service. Once you spend thousands to install their hardware and pay them for their services every month, they have you, and they no longer care. If you are a business owner looking for a point-of-sale system, do NOT consider Toast unless you don't mind wasting a ton of time talking to workers in call centers in other countries who do not have the training or the authority to take care of what you need. We have been doing business with Toast for several years now. We recently signed up for the Toast Payroll program. It's terrible. They insisted on being involved in a $300 court-ordered employee garnishment. They made a mess out of it because several payroll workers were not adequately trained or educated in garnishment regulations, FICA withholding, etc. Then they told us that we would have to pay them $450 for them to fix the mistakes that they made on a $300 garnishment. In the past few weeks we have countless hours trying to fix the mess that they made and, as of yet, there has been no resolution. If that sounds like the company that you want to handle your business' point-of-sale then go ahead and sign up now.

This is especially tough for startups, food trucks, and pop-ups who want freedom in how they operate.

How Butter POS Solves It

We believe in giving restaurants the freedom to choose. That’s why Butter POS is built to work with what you already have:

• Bring Your Own Device (BYOD): Use any modern Android device like tablet, POS screen, or even a phone.
• No proprietary hardware required—you don’t need to buy expensive new equipment.
• Compatible with any standard USB printer, scanner, or cash drawer.
• We do offer a tablet-based kiosk, but it’s completely optional, not forced.

With Butter POS, the control stays in your hands, not in your hardware drawer.

4. Not Ideal for Small Setups

While Toast POS offers powerful tools, many small restaurant owners especially food truck operators and single-location cafés feel the system is too heavy, complex, or costly for their needs. They want something lightweight, fast, and simple, without the baggage of enterprise-level features they’ll never use.

Real Toast POS Review

“Customer service is terrible. As a small business owner, I do not recommend using them.” - See Detailed Review

Chelsie Schroeder

Customer service is terrible. As a small business owner, I do not recommend using them.

For many smaller setups, it’s not just about saving money, it’s about not being overwhelmed with features meant for multi-location chains.

How Butter POS Solves It

Butter POS was built with small businesses in mind. We’ve simplified the POS experience so you only get what you need, and nothing that slows you down.

Here’s how we help:

• Lightweight system designed for food trucks, takeout counters, cafés, and pop-ups.
• No long-term contracts or mandatory bundles, start small and scale when needed.
• Simple pricing that matches the needs of solo operators and growing teams.
• Customize only what matters,skip the clutter, and keep the control.

With Butter POS, you’re not adapting to the system—the system adapts to you.

5. Surprise Fees & Complex Pricing

Many restaurant owners using Toast POS have expressed frustration over unexpected fees, confusing contract terms, and pricing that isn’t always fully transparent. From online order surcharges to locked-in hardware plans, these surprise costs can seriously hurt trust especially for small businesses trying to manage tight budgets.

Real Toast POS Feedback

In mid-2023, Toast POS introduced a 99¢ online ordering fee per transaction—charged to the customer but without the merchant’s approval. This caused major backlash.

The backlash was so strong that Toast POS eventually removed the fee, but the damage was done.

“My contention is that it’s absolutely unethical and illegal. And if it’s not illegal, it should be.” - See Details

People have also reported:

• Long-term contracts
• Complex hardware upgrade costs
• Feature-based pricing that adds up quickly

How Butter POS Solves It

We know that pricing confusion leads to frustration. That’s why Butter POS is built on one word: clarity.

• Flat pricing: You know exactly what you’re paying, before you sign up.
• No hidden fees: No per-order surcharges, no surprise add-ons.
• Month-to-month billing: No long-term lock-ins—cancel or upgrade anytime.
• Optional add-ons: Only pay for the extra features or hardware if you actually need them.

Our promise? You’ll never be caught off guard. Because trust is more valuable than any transaction fee.

Conclusion

Toast POS is a solid system with powerful tools, wide adoption, and the ability to support larger restaurants well. But like any product, it’s not immune to gaps. And when those gaps impact your daily operations like slow support, surprise fees, or a complex UI, they become more than just minor issues.

That’s where Butter POS steps in.

Butter wasn’t built in a vacuum. It was shaped by real conversations with restaurant owners, by studying what users truly needed, and what they didn’t want to deal with. Every feature we’ve developed was built to solve problems like the ones you’ve just read.

So, if you’re looking for a POS system that’s simple, flexible, transparent, and most importantly, designed for you—it’s time to give Butter POS a try.

👉 Book a Free Demo Today — and experience the difference.