Customer Reviews (100)

Isabel Z. • 2025-03-30T23:07:37.799Z

I never received a code to log in. Basically unusable.

MAGS e • 2025-03-30T20:15:39.432Z

had to change my pickup time cuz platform doesn't present the edit button in a visible manner, so deafult asap option was chosen. on other platforms, you call the customer service number, and they help you. I got kicked around by the restaurant and toasttab customer service rep variel, with no resolution reached as each entity told me to reach out to the other, not one willing to help me with the issue. the restaurant could have handled it easily enough, and mind that I wasn't canceling order

Joanne Ulsh • 2025-03-30T16:48:50.510Z

easy and efficient

Summary of Key Insights

The Local by Toast app receives mixed reviews, with a significant number of users experiencing issues that render the app unusable. While many users praise its convenience and ease of use for ordering from local restaurants, a substantial portion report problems with login, customer support, location detection, rewards, and cart management. The app's strengths lie in its simplicity and integration with local restaurants, but its weaknesses in customer support and technical reliability significantly detract from the user experience. The overall sentiment is moderately positive, but the high percentage of 1-star reviews indicates critical problems that need immediate attention.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number.
  • Analysis Methods: Sentiment analysis based on star ratings and review text, keyword extraction to identify common themes and issues.

Key User Pain Points

  • Login Issues: Several users report not receiving login codes or being unable to log in, rendering the app unusable. This is a high-severity issue.
  • Lack of Customer Support: A significant number of users complain about the absence of responsive customer support. This is a critical issue, especially when orders go wrong.
  • Location Detection Problems: Users report the app failing to detect their location correctly, displaying restaurants from distant areas. This hinders the app's core functionality.
  • Rewards System Issues: Many users experience problems with viewing, tracking, and redeeming rewards. Some report rewards being used without their consent.
  • Cart Management Issues: Users find it difficult to edit, empty, or remove items from the cart, leading to accidental orders.
  • Technical Glitches: General app malfunctions, such as inability to add items to the cart or connect to the network, are reported.
  • Inconsistent Functionality: Some users report features working on the web browser but not in the app.
  • Third-Party Delivery Issues: Problems with deliveries handled by Uber Eats and DoorDash, with Toast customer service being unhelpful.

Frequently Requested Features

  • Improved Notifications: Users want reliable notifications for order updates.
  • Gift Card Saving: Users want the ability to save gift card information for future orders.
  • Comments/Special Instructions: Users need a field to add comments or special instructions when ordering food.
  • Favorite Places: Users want the ability to favorite restaurants for easier access.
  • Rewards View: A centralized place to view rewards balances and track progress.
  • Map View: A map view to see restaurant locations and delivery distances.
  • Profile Updates on Android: Ability to update profile information on Android devices.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy and convenient to use for ordering from local restaurants.
  • Speed and Efficiency: Some users praise the app for its speed and efficiency in placing orders.
  • Local Restaurant Integration: Users appreciate the app's focus on supporting local restaurants.
  • Rewards Programs: Users like the ability to earn points and rewards at participating restaurants.
  • Convenience: Convenient for ordering ahead and picking up food, avoiding delivery fees.

Prioritized Action Recommendations

  • High Priority:
    • Fix Login Issues: Address the login code and network connectivity problems immediately to ensure basic app functionality.
    • Implement Customer Support: Establish a reliable customer support system to handle order issues and technical problems.
    • Improve Location Detection: Enhance the app's location detection accuracy and provide a manual location setting option.
    • Resolve Rewards System Issues: Fix the bugs related to viewing, tracking, and redeeming rewards to improve user satisfaction.
  • Medium Priority:
    • Enhance Cart Management: Improve the cart management system to make it easier to edit, empty, and remove items.
    • Implement Requested Features: Add features like gift card saving, comments/special instructions, and favorite places.
    • Improve Notification System: Ensure reliable and timely notifications for order updates.
  • Low Priority:
    • Add Map View: Implement a map view in search results.
    • Enable Profile Updates on Android: Allow users to update their profile information on Android devices.

Opportunities for Startup Ideas

  • Enhanced Local Restaurant Discovery: A platform that focuses on hyper-local discovery, highlighting hidden gems and unique culinary experiences within a specific radius.
  • Integrated Loyalty Program Management: A service that aggregates loyalty programs from multiple local businesses into a single, easy-to-manage platform for consumers.
  • Transparent Delivery Tracking and Support: A delivery service that provides real-time tracking, direct communication with the delivery person (while respecting privacy), and responsive customer support.

Trends and Observations

  • Negative Reviews Dominated by Technical Issues: The majority of negative reviews focus on technical glitches and lack of customer support, suggesting a need for improved app stability and service infrastructure.
  • Positive Reviews Highlight Convenience: Positive reviews consistently emphasize the app's ease of use and convenience for ordering from local restaurants, indicating a strong value proposition when the app functions correctly.
  • Android vs. iOS Differences: There's a mention of issues specific to Android, such as profile updates.

Conclusion

The Local by Toast app has the potential to be a valuable tool for connecting consumers with local restaurants. However, significant technical issues and a lack of reliable customer support are hindering its success. Addressing these problems should be the top priority. Improving app stability, implementing a robust customer support system, and adding frequently requested features will significantly enhance the user experience and improve the app's overall rating.

Original App Link

https://play.google.com/store/apps/details?id=com.toasttab.consumer