OtterReviews of tryotter.com

Marlon was great in taking care of our issues from getting us the new tablet, setting it up and fixing the printing. Thank you

Ricky Cahinosayan went above and beyond to resolve my issue. This has been my best experience with otter support and i have had many.

The action was swift and courteous.

Edit: Otter fixed the situation. Everything is working correctly now. I appreciate their efforts to remedy the situation; maybe I didn’t get escalated to the correct person during my first attempt, but Mic was able to correct this in a timely manner. I usually don’t go out of my way to write a negative review, but I am at a loss. I do need to start with the positive, because it hasn’t all been bad. The great thing is being able to make menu changes very quickly across all platforms (except of course Uber Eats which I have been unable to integrate with Otter because Uber won’t issue a password…I have tried disabling from social media email several times and spent a long time trying to integrate and finally gave up on that one but I believe this is Uber’s fault, not Otter’s). Tonight I tried to add a separate menu for breakfast. Each time I was unable to set specific hours for breakfast (which we would only be selling from 7-10, not all day so I can’t incorporate that into our regular menu) because apparently you must have two locations to have two menus and I got a warning that if I published the breakfast menu it would replace my other menu…. So after following the step by step guide (multiple tries) with no luck, I was forced to call customer service. I loathe calling Otter’s customer service. They were PHENOMENAL when they were selling me on the platform and onboarding, but that’s when the honeymoon ends and you are on your own. CSR is ABSOLUTELY unhelpful. It’s terrible because the idea behind Otter is so great, but when you have an issue it rarely gets resolved and leaves a bad taste for the company as a whole. My biggest issue right now is that I have been unable to stop using all the tablets. My hours have been 4pm to 9pm. When I turn on all the individual tablets (DoorDash, GrubHub, etc) they all come on at 4pm with zero problems. If I only use the Otter tablet, my stores are all “outside operating hours”. Then 6pm rolls around and magically “all stores are open.” For a while, I tried to resolve this with customer service. Four separate phone calls trying to get a resolution, and nothing changed so I finally gave up and started using all the tablets again. I could have let that slide probably, until we finished setting up our direct orders and I placed my test order for pickup at 4:15. I have an email with the 4:15 confirmation. I look in scheduled orders, and GUESS WHAT TIME MY ORDER CAME THROUGH??? You guessed it! 6:15. Now, make me use all the tablets that’s fine. Make me unable to add a breakfast menu, sure okay. But make me give a customer an order two hours behind and we have real problems. I called customer service again… no solution. “Everything looks fine on our end.” So I sent an email with a screen shot of the 4:15 receipt as well as the 6:15 scheduled order. Guess what? No response. No resolution. I can’t get through a night without anxiety over the scheduled orders. Thankfully we haven’t had one yet, but hopefully I will be able to check ahead of time and call the customer and double check the pickup time….. but that DEFEATS the whole reason I am spending money on Otter. It’s not right, and they need to fix it. The first mad customer I have over this will be the term date for my relationship with this company. Do better.

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.

I was having so many daily problems and a super dedicated professional managed to solve them, thank you Nikko for the support

Leverex Badong was amazing. Thank you for your help. He was patient and was able to take his time to figure out how to get my tablet up and going. Been with Otter a handful of years and have seen them grow. Customer service has always been helpfu.

Vina Popanes thank you for your help!! Stores got disconnected on otter and you were able to get them back running not just one but a few