Tripleseat

Terrible customer service. Exactly what others have said. My one and only encounter with this company is thankful over. If customer service means anything to you, steer clear of Merri/Tripleseat.

Disclaimer : I use tripleseat for 3 venues. Not because it is amazing, but only because I have not found another option that holds all event documentation the way tripleseat does. I'm hoping for a new AI based or more customer based solution as the user experience has been really rocky every time we start and even rockier through operations. I design restaurants and venues and have suggested this to a few clients to use as well, unfortunately. Again, as soon as someone on my team finds another alternative, we will switch! They are super super friendly and that's great, but will use any chance to charge you extra. In my case, they set up my accounts wrong and are charging me extra to fix it and it will cause me to spend about 40 labor hours to transfer data. I have had several calls with them to try to adjust it to no avail. There is no table mapping included in the regular package so any business that wants to plan events with a floor plan will need to pay more or use Allseated. The Allseated has better 3-d diagramming also as well as customer interfaces for changing diagrams. The benefits are that you can track all client conversations and send invoices through this product. The drawbacks are they have made a product that is not made for small business by any means. I would call it unfriendly for small business and cost prohibitive. Their customer service is super nice but inefficient and ineffective. Tripleseat is also a horrible choice if you have several locations for multi restaurant groups as they charge you the same amount for every single location. The guest facing portal is super confusing based on feedback from guests. They have trouble accessing their platform to see documents and is often a source of frustration which can lead to lost leads and business. I would only recommend this again for a large large venue that makes over 5 million per year.

Platform works well but takes a long time to get all the details down and some very counter intuitive parts. Overall it has been good for our company needs. Poor customer service unfortunately.

Horrible customer service relating to their “partypay” feature. Have been going back and forth for a month with no resolution for my business. They keep passing me back and forth between different teams saying opposite things.

Good people doing good things