OtterReviews of tryotter.com

We are a company in Spain using otter delivery integration services. They are quick to respond, but we have been suffering a case for 3 weeks, which is not of our doing and they have given us: -0 updates. -0 tentative date for a resolution. -0 direct contact with a senior support team member and everytime we send a follow-up email it is as if we are discussing our case from the start.

We cancelled our service on 15 January 2025, with confirmation received on 19 January and again on 27 January. Despite this, the company continued charging us without authorisation. We only discovered the ongoing charges in December 2025. After following up by email on 10 December 2025 and again on 14 January 2026, we were refunded only 5 of the 11 unauthorised charges. The remaining balance has been refused. Their stated reason is that their payment processor (Stripe) does not process refunds after 180 days. This is an internal business limitatio and not our problem as the customer. We cancelled well within any reasonable timeframe, and it was their failure to action the cancellation that caused the charges to accumulate beyond that window. We were then directed to seek the refund from our bank. The bank confirmed this is not their responsibility either. TryOtter took money they were not entitled to, partially rectified it, and have now used a technicality to avoid repaying the rest. We have every record of the cancellation requests and subsequent correspondence. We would strongly caution others to monitor their accounts closely after cancelling and to escalate quickly if charges continue.

I've been with trustpilot over a year now, because I have to be. It's one of the few platforms that offer the capablities for virtual brands. That being said, I've probably spent weeks of my life emailing customers service with integration issues that they can never solve, because each correspondance is with a new person offering the same boilerplate solutions that don't work. Recently, my uber eats was down for over 2 weeks. Cancelled orders, pissed off drivers, pissed off customers. Each time they just suggested republishing my menu. Didn't work. When they finally, after a dozen emails and 3 weeks, came up with an original idea to fix it they refused to credit me to 6 months of service (a drop in the bucket for them and nowhere close to the thousands I lost in sales), because they claim they can't credit me for "outages." OUTAGES? they didn't even review my case and gave me the finger, basically. failed technology on their end is not outages on my end. Everyone should be aware that you have a remotely capable POS system, they all sync with 3rd party delivery automaticall. There is no need to have Otter in your life as a middleman. It's an expensive extra headache, and as soon as I can find an alternative to them for my virtual band I will.

At this point, we are formally requesting that the kiosk provided by Otter be removed from our premises. The equipment has not worked since day one, despite countless hours spent troubleshooting, multiple phone calls, remote access sessions, and repeated email exchanges. Responses from your team have been delayed, and our assigned account manager has not followed up in a timely manner. As a result, this issue has caused significant operational disruptions and financial loss, amounting to thousands of dollars in downtime and lost productivity. Given that the kiosk has never functioned as intended, we request: 1. Immediate removal of the equipment, and 2. Full refund of all associated charges, with assurance that no further billing will occur. Please confirm receipt of this message and provide a written acknowledgment that the equipment will be picked up and all related charges refunded. Sincerely, Moses Gabriel

I do not recommend this company at all. I opened my business one day ago and this is the secoinf Otter invoice that I have to pay. Before signing the contract,They told I would get a free month on software payment, but that didn't happen. When I disputed the transaction, they told me they would apply the discount the following month, but that didn't happen either. I just received this month's bill and my balance only has a $35 discount applied. I was told that I would not be charged any monthly fees while my business was not operating but that never happened.

One of the worst company I have ever dealt with. Even after two months they couldn't get my integration done. When spoke to the customer service, they replied " the onboarding team member who meant to help you with your account is off sick". If a company has only one guy to help all customer with onboarding, you can imagine what service you can expect. Stay away from this dodgy company if you don't want to waste your time and money.

Otter was good when we started with online virtual brands! Service has been slow, agents keep switching and Otter Kiosk is probably one of the worse, we keep getting charged for a machine that has made us no money and yet they promised how good it was and we got it and set the price to $400 including everything now they are billing us 518.67 for no reason. Avoiding our calls sending us emails and yet no resolution. Stay away. Don’t fall for the scam. We asked then to take it away they haven't and still continue to over charge us. They bombard with emails that they will look into it. But false promises. They steal our money every time. Will not recommend anymore. These guys are well aware of what they are doing. We do not authorize them to charge to our business account. It's a failed system! Otter integrations are also very bad we lost out on $3000plus worth of sales. Edit: Otter is still not the greatest when it comes to integrations and still fails to connect we have over 15 virtual brands and still having issues with it. Otter Kiosk itself is a joke, waste of money asked them to cancel it and came up with a lower fee but its a waste of space no one uses it please stop billing us. Terrible experience so far! WE WILL NOT RECOMMEND.

Stay away from this disgraceful company. I’ve been trying to open an account with them for last few months. Every time one of them took my details and assured me that their specialised team would contact me back but nothing has been done. All I have is ticket numbers. If you don’t want to waste your time with some clueless agents then stay away from this company. It’s after the reply: they sent me a request to provide my details and replied straight away. It’s been three days, no one contacted me back since then. I don’t know what kind of people run this company. Either they are way too busy and can’t cope or the sales team is full of lazy losers that don’t want to expand the business ‘cause they get paid anyway. Disgraceful