OtterReviews of tryotter.com

Absolutely pathetic customer service. It's now Tuesday morning, and my restaurant has been without online ordering since Thursday of LAST WEEK. Their tablet had a forced update (fine, it happens), but since then, I have had nothing but trouble. First Otter disappeared entirely from the tablet. They had to remotely reload the app. Then, for the past four days, I keep getting an error message saying "You do not have enough permission to access this page" and forced me to log out. I I did the only thing I could do with their options, which was email for support. I went back and forth for three days, not being able to solve the issue. Because of this, I lost at least $1k in sales. This morning, because of the other reviews on this page, with replies from Otter, I saw they have a phone number to call. Which I did. The person on the other end of the phone did fix the issue. But she had to create an entirely new login and password for the tablet. How in the name of God does an IT company not list their phone support anywhere? Why did it take me four days to find help? And the ONLY reason I did, was looking at complaints? I'm done with Otter. As soon as I find an alternative, I will be changing services. Little advice to Otter: Read these reviews. Listen to your customers. Be more transparent. And for God's sake, be more forthcoming where your paying customers can get help in real time. This might be the worst CS experience I have ever had with a tech company. And I have had AT&T!

Trevor De Vries from their support team was amazing! He helped resolve an issue with our printer. He was very detailed, kind and understanding.

Jon was persistent in helping me solve my issues. Even when I dropped the ball! Thank you so much for your help, so grateful to have simplified my delivery situation in my busy cafe.

Everything. I sent at least 6 emails to cancel my partnership with Otter before the 30 day trial period. We never received any equipment (tablet or printer) nor did we receive any phone call from Onboarding so we never got started. The only calls were from the sales person, Kyla, to get me to sign up and give my credit card information. She told me someone from on boarding would call me because she was having trouble getting Doordash set up. There was no 'customer service " from Otter and I never received any tablet or printer to get started and nobody cared enough to followup with me. I sent emails 2 weeks after signing up and for 2 weeks I sent emails, to cancel and all I got were automated responses saying my email was received and someone would respond within 24-48hrs. I received another email asking to schedule a phone call to discuss or reply with reason for canceling. I replied with N My reason and never heard back. I sent 4 more emails with my cancelation request and I even called the 24hr support phone number, but nobody was ever available to take my call. I emailed Kyla who signed me up and she responded saying she couldn't help me to cancel that I would have to contact the support email. Today they deducted $129 from My account and I'm furious.

Otter has changed the way we do online delivery! I just want to say that Otter is a must have for all the restaurants who do Online delivery. My desk looks very clean with just one tablet and one printer for all my 4 delivery apps. Otter is so powerful, efficient and easy to use, and in addition, people who work at Otter genuinely care about me and my restaurant. I would also like to mention Mr Aakash Patel, who Demo’d me the product and convinced me to buy (best decision ever), was always there to support me at every step of the way through the whole onboarding process and even after. Special thanks to him I bought Otter and I love it. I’ll make sure to tell all my friends who own a restaurant here in New York to get Otter and especially from Mr Aakash. Overall 5 stars.

Their marketing strategy is this, get the customer on the hook, then bill them, nickel and dime them, never follow up on emails, calls, send them equipment, promise them they won't be charged, then proceed to charge them small amounts at first, then charge hundreds for ABSOLUTELY NOTHING, NO SERVICE. Crap company that has zero integrity. I started noticing these small charges to my account for nothing; I hadn't even logged onto their website because the website wouldn't let me. Called, emailed, nothing. Once I started getting the charges, I told them to cancel the account and send me a shipping label so I can return their equipment. Several emails later, nothing. They only responded when I told them I would send the box back to address on the box. This coming from a restaurant that only tried the 30 day 'free' trial... of which I'm only two weeks into... Stay Away! Be warned.

Otter caused multiple issues across our business and on several of our platforms which caused us to lose thousands of pounds. Their customer service team are very unhelpful and take far too long to reply. The issue was never resolved, they never offered compensation for their error aside from 6 months of free service. AVOID.

Support solutions are essentially non-existent. I have been waiting for over a month to hear back from support via email about functionality after an update was pushed through; nothing yet. This was escalated 2x, supposedly, by chat support. Sent a separate email a few days ago and have not heard back. It appears that these reviews get more attention than IT issues… I really don’t want to have a designated tablet for each 3rd party platform. Although, it will have to be my next step it I cannot figure out why I’m having the issues that I am. Alex, for reference, please take the time and look through Pita Pit Bozeman’s chat history to see where we’re at with things before responding to this review. I would love to finally speak with someone educated enough with your platform to find resolve. This service worked well for quite awhile. Lately, it’s safe and accurate to say it has negatively affected my business and sales. ***Alex, thank you for getting back to me. There is a functionality issue that does not allow us to unpause our stores; it is not possible, we can not unpause the store(before norm operating hours like before) post update. The button does not work for any and all 3rd party platforms. There is a hangup with otters communication to our associated 3rd parties. This was the reasoning behind escalating the issue over 1 month ago. This is not as simple as you appear to be understanding. This store has been in business for 20 years and has dealt with 3rd party facilitators since the conception/inception of the idea of 3rd party facilitators. As you could see, the conversation to remedy this went on far too long. I look forward to someone higher up than basic support calling or emailing me to get this sorted. ***UPDATE*** I received a notification that this trust pilot review was being challenged... I had to respond that it was valid. A company was hired to clean up the image, right. THIS IS HANDS DOWN THE MOST INCOMPETENT COMPANY YOU COULD EVER WORK WITH. At this point, shame on me. I will be moving back to tablets for each and every 3rd party company. I recommend you all do the same. ALEX couldn't be rescued by the life guard, they can't swim either.