OtterReviews of tryotter.com

Horrible company and product

I reached out to otter support to try to learn how to run a report. I wanted to find a way to see the total amount of tips that had been left by customers in order to distribute them to employees. It was at least ten minutes between responses. I repeatedly asked if there was a report that would show that information. After and hour and half and three transfers, I was told it would be escalated to a special team. They never answered my question.

The support team is terrible. No one knows what they are doing and they are very slow at resolving anything, and thats only if they can understand what is wrong.They NEVER proactively reach out about problems. All your stores could be down and they would never even notify you about it. I don't recommend Otter

I am at a cloud kitchens location, so unfortunately I am required to use Otter. It is extremely difficult to receive timely support. I have asked if I can get a dedicated support agent and I was told they only offer that to non-cloud kitchen businesses. I have to spend hours wasting time talking to the entry level support agents instead of someone who understands the issues. The integrations have frequent errors and Otter doesn’t notify us that there is a problem. They end up blaming the 3rd party provider and won’t take accountability that it’s a problem on their end.

Just terrible, inefficient full of condescending words customer UNservice. My service has been down for a month. Customer rep assure the problem is that my hardware wasn't purchased from Otter directly, which is false. 2 weeks later agent said that " upper management" found out Im right and hardware IS Otter's hardware. But STILL, "Upper management" has to come up with a solution for me. Days later agent said that " Upper Management" said I need to purchase new hardware from them . I said, ok, whatever it takes. Days later I asked for ETA on hardware and agent said that Upper Management is looking into this... I said I am cancelling my service with OTTER and agent said, Upper Management will contact you in a few days about how to go from here !!! Who's that stupid Upper Management ?!?!?? In case you, Upper Manager are reading, here's my Ticket number: 10747750 Restaurant chain in USA

VERY BAD customer support! they shut down our Uber eats for an entire day and shut off Doordash the next day! They never bother to send an email or call to inform about an issue on their side. Lost soooo much business on 2 days they will never even compensate for the business loss. They experiment new things on the customers expense! Their customer service number and chat is the worst ever!

Signed up to Otter in September 2023 after much hype. The concept is excellent. The integration process was tiresome, however. First one engineer for initial integration, then a second to sort out the connection to Sumup POS, then a third to sort out Just Eat. Each of the three stopped communicating with me when things got difficult. I even dropped Uber Eat platform to make life easier for them. I am tech savvy so i have been of great assitance. But here we are in January 2024, and my Just Eat integration still has problems. Every morning i have to reset all the opening hours. Otter have been trying to fix this problem since around October 2023. I have sporadic emails with Aimee who has been helpful, but she is only as good as the non-existent support she gets. Apparently the engineering team have been looking at the issue and thats all i know. I have repeatedly asked for someone for whats called the Customer Success Team to reach out to me to talk about compansation for a system that hasnt work and has cost me lost business, but im told they have a backlog too. I made that request 6 weeks ago and Aimee has been reminding them. I will give it to the end of this week to see if someone is actually prepared to talk to me and at leat apologise and explain what the issue actually is. Failing this i will be cancelling my direct debit, sending all the equipment back in the post or probably putting it in the bin. I cant tell you how difficult this has been, at a time when customers are hard to find, when staff costs are rising, and something that is supposed to simplify things, reduce costs and attract customers, singulary fails to work and no one really seems to care. especially those in the mis named Customer SUCCESS Team. My outlet is RajRani

NO SOLUTIONS. We’re a restaurant group in Spain: Weeks and weeks with no solutions and we’re losing thousands daily in revenue due to these system integrations. Worst part is that we are paying for all services and yet nothing is working. BIG HEADACHE UPDATE: STILL NO SOLUTIONS!!!!! TERRIBLE