Tock Reviews & Product Details

Honestly, Tock looked good until we implemented it and realized the system is configured to support high-pressure upgrades for features that were billed as included during sales process. The customer support is there to support keeping you locked into your contract when you complain that features billed as "in tier" don't end up being included. When you try to cancel, they go into defensive/aggressive mode and refuse to cooperate despite evidence the issues are on their end. Review collected by and hosted on G2.com.

The Tock business model is to "bait and switch" selling features that don't apply to your package once you sign the contract. For small business owners on a budget, this kind of strategy is very harmful, especially for new bars and restaurants. Their marketing says all the right things, then sales glosses over questions about features and integrations assuring you things you need are included. Then, when you implement, you're told "Oh no, did I say that? No, you have to pay more to upgrade to a higher tier plan." Review collected by and hosted on G2.com.

It keeps the operator in mind. They understand how we think as restaurantures, yet also thinks about the kitchen flow and the inevitability of guest variability. They work with you and respond quickly with issues, and humbly take feedback. My favorite aspect of Tock though is how they pivoted with the Covid Pandemic and in real time allowed us to switch our buisness model for take out and continue to use them as a medium to engage with guests. They have maintained that inginuity in post covid times and real time respond to the trends of guests. Review collected by and hosted on G2.com.

Based on feedback from guests, it seems that the consumer platform can be confusing. about 20% of our dine guests will call us in the midst of making a reservation and do it over the phone (we still create a profile for them). It isn't a privacy issue (which I think is a guest architype) but a confusion issue. I'm unsure why, as I also use Tock as a guest and I understand it, but it may be due to my behind the scenes knowledge. Review collected by and hosted on G2.com.

- Book with Google integration

- Relatively easy for staff to book a simple dinner reservation

- Easy to assign specific accounts permissions and implement restrictions for bypassing deposits and fees. Review collected by and hosted on G2.com.

- Lack of support for private dinners: The fact that the integration with TripleSeat is merely for leads has been quite troublesome. Additionally, there is no good way for us to promote our private dining events via Tock, as we currently have a free reservation with an additional fee of $250 for a deposit. This, however, prevents the reservation from appearing on Reserve with Google, and also limits our ability to prevent double bookings across the two platforms.

- The inability to unassign a reservation from a table makes it challenging to move the floorplan around

- Lack of support for Heartland Restaurant

- When faced with a sudden shutdown at our property due to unforseen building issues, there was no easy way to inform our reservations, and customer support only told us that we would need to manually cancel every single reservation.

- Guest notes not being able to show on the reservation as tags, it would be nice if we didn't have to manually tag each reservation as "birthday" or "anniversary" when guests indicate in the questions that they are celebrating one of these events Review collected by and hosted on G2.com.

As a manager, I’m thrilled with Tock’s impact on our operations. The ability to create and manage a variety of experiences and times all within one platform is incredibly convenient. I also love how Tock allows us to offer customizable add-ons for each experience, making every visit unique and special. Tock has truly enhanced our reservation process and guest satisfaction—highly recommended! Review collected by and hosted on G2.com.

While Tock offers many benefits, one challenge we’ve encountered is its complexity when training new staff. The platform’s extensive features and options can be overwhelming for those unfamiliar with it, making the learning curve a bit steep. It requires a significant investment of time and effort to get new team members up to speed, which can be a bit frustrating. Despite this, once staff are trained, Tock’s capabilities truly shine. Review collected by and hosted on G2.com.

100% the best thing about Tock is the customer service and support. We do a lot of events and sometimes, we need to change something like a setting we've never done before, or we need to figure out how to pull a specific report. I call, very quickly speak with an actual human, and that human is so helpful and kind. Not just once, ever time. Every time we call, there is genuine kindness and helpfulness from customer support services. It's amazing, and truly sets it above any other service we've ever used. We used another service simultaneously, and we closed that account last December. We are still trying to get the correct details and payments back. Thanks, Tock! Review collected by and hosted on G2.com.

Wish we had a little bit more input on what emails from Tock about our events looked. Sometimes the reports are hard to run, but after a while, or a quick phone call, we can figure it out. Review collected by and hosted on G2.com.

Tock offers a nice variety of avenues for setting up your business' experiences, events, and reserverations for guests to conveniently book into. The back-end system is easy to learn and implement its various capabilities, including menu modifiers, discount options, custom scheduling, etc. The guest-facing pages and booking processes are attractive, yet simple, and straightforward. Customer support is helpful, and appropriately passes inquiries up the chain of command when needed. The event marketing links & integration offerings automatically provided when creating events and experiences is very convenient. Review collected by and hosted on G2.com.

Some of our guests have noted the processing fees being a burden when added to ticket prices, tax, and gratuity (when applicable). Other companies/small businesses we partner with have chosen alternate reservation platforms because of the fees on top of hosting costs. Review collected by and hosted on G2.com.

We really love hot intuitive Tock's interface is for our team, it just takes a quick training to understand how to operate. They also have a good chat so if we have any issues we just ask them and it gets a response very quickly. The system communicates well with our customers and really works, pretty slick actually. Review collected by and hosted on G2.com.

We are a little different because we are not a restaurant, but use Tock to sell tickets to tour our facility, a chocolate factory. There aren't any ways for the customer, when booking, to see the exact times of the tours and even understand there's not a 15 minute grace period. We wish there were ways to sell 1 off events better on Tock, but alas we understand their business is primarily for restaurants. Also, we have noticed their customer service isn't as instant as it used to be via a live chat. Now you send a message and have to wait back for a response. Review collected by and hosted on G2.com.

Tock saves our business time and is easy to use for management of reservations. Review collected by and hosted on G2.com.

Stripe as the processing provider. They are very difficult to even try to work with and dont provide the level of service to the fees that they charge. There is no one to talk to and a chat service may get to you within possibly 24 hours. They held up out launch date as they have a no wine policy but we are doing experiences at the winery that of course include wine. This is no different than the restaurants they provide service for but it took us weeks to clear that up asfter we asked why they were discrimanatng ( of course by email or chat , not one person talked to us) against our business and supplying others with the service we required. Recently they shut down all of our processing without notice (in error) when we launched a major new experience and caaused us alot of problems and money. . Stripe has been the worst processing company ever we have had to deal with and we would not use them if it wasnt for TOCK requiring us to.If we could use another processing company we would and hope that Tock is looking for a alternative. Review collected by and hosted on G2.com.

We love that Tock permits us to offer so many different activities/experiences. We are a winery with a restaurant that hosts private events, and several difference reservations types/areas, and sells tickets for public events. We enjoy being able to change things on a whim and control when reservations open automaticlly, etc. I enjoy the ease of getting a hold of sometime to help me when there is an issue. Review collected by and hosted on G2.com.

We dislike needing to pay for two different Tock accounts so that certain reservations don't affect our restaurant covers. I really dislike having to manually move over every single purchase that bought a ticket for public events when we have incliment weather and need to reschedule. It's sometimes frustrating when you republish a schedule and things that you set in place disapear. Review collected by and hosted on G2.com.

Tock's interface is generally easy to use, and guests generally are able to use it without to adjust their reservation without assistance from our team. Though some back-end functionality seems counter-intuitive, customer support has always been easily accessible for solutions.

Tags and guest profiles are easy to use, accessible, and helpful to service. Review collected by and hosted on G2.com.

Setting up events that are out of the ordinary [classes, tasting dinners, etc.] has always seemed to be more difficult than necessary.

To move a future reservation's table assignment takes two clicks and feels a little clunky considering it's a main responsibility of most hosts or maitre ds. Review collected by and hosted on G2.com.