Raleigh Cheesy shop owner takes refund frustrations to social media and ABC11 Troubleshooter to respond to Toast
A Wake County small business owner said she faced months of frustration trying to get a refund. She eventually resorted to posting on social media.
Courtney Bowman, the owner of Raleigh Cheesy, wanted to make ordering easier for her customers and employees at her Raleigh and Apex stores.
“We couldn’t find a way to sync online orders and the point of sale in the store. We were manually importing it into a spreadsheet so everyone could see that it was very complicated. So we were looking for basically something that seamlessly put it all in one place,” Bowman said.
Bowman thought he found the answer in Toast, a point-of-sale system.
“We met with a salesperson who was very optimistic. They promised he could do just about anything we needed,” Bowman said.
She ordered the system and said after hours of training, Bowman said they ran into problems.
“It was the most complicated thing to set up. The sales person had to come and set it up. They came back several times during the week. So it was not user-friendly. We couldn’t modify the orders” , she added. said.
Bowman said they continued to have problems and she gave up trying to make it work.
“I was done with that. I was like we can’t, we’re a small business that we can’t afford, like afford to lose active sales.”
Bowman said she then decided to request a refund and return the system.
According to Bowman, she followed the steps to cancel the service, which included using the shipping labels the company sent her to return everything so she could get her refund. More than a month later, despite calls and those emails from Toast promising a refund, it hasn’t happened.
“We’re a small business like the initial investment we made, and that was huge, it was very important to us; getting that kind of payback like we need. We’re a small business that’s running, and we’re just getting the second floor store.”
With no sign of reimbursement from Toast, Bowman took to social media and aired her frustrations.
ABC11 Troubleshooter Diane Wilson also reached out to Toast. Although no one from Toast got back to Diane, it didn’t take long for a company representative with Toast to contact Bowman and that company representative apologized for the delays and then also dealt with her full refund.
“I especially hope it will foster some sort of change there. It will allow them to better manage their customer service,” Bowman said.
Bowman said she can now focus on running her business and no longer has the stress of trying to get a refund.
If you ever find yourself in this situation, the best advice is to research the system you want for your business before you agree to buy it. Also, keep detailed records of each step and the process in case something goes wrong.
Copyright © 2022 WTVD-TV. All rights reserved.