Complaints

This profile includes complaints for GrubHub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GrubHub

  111 W Washington St Ste 2100 Chicago, IL 60602-2783

• 

  GrubHub

  1026 Commonwealth Ave Boston, MA 02215

• 

  GrubHub

  280 Summer St # 1 Boston, MA 02210

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with grub hub for *********** at 5:54pm on 7-28-25. After 30 minutes, I had still not been assigned a driver. Because I know how Grub Hub orders work--that is, the restaurant makes the food and sets it in a waiting area for drivers to pick up--I knew that my food had already been made at this point, and had been sitting for 30 minutes. At this point, I contacted Grub Hub's help chat and told them I wanted to cancel the order and wanted a refund. They refused to cancel the order, stating that the restaurant already had my order so they were unable to cancel. I brought up that by the time my food arrived, it would be well over an hour since it was made and I would not be able to eat it. I asked them again to cancel the order and warned them if they refused to cancel, I would have to file a complaint with the BBB. They offered my a credit on my next order, but would not cancel. At the time I write this, it is over an hour since I placed my order and it is still not here. If Grub Hub cannot supply drivers in a timely manner, they should not take orders. They should also have a time frame guarantee and should not be allowed to change their "expected arrival time." If they can't deliver in the original time frame, they should offer a full refund.

  Business Response

  Date: 07/30/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item you reported as affected. The adjustment was processed on 7/30/2025 in the amount of $19.13.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: #*********.

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business provided the requested refund, and this resolution is satisfactory to me. However, I hope they take steps in the future to ensure this does not happen again.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We do not eat meat for religious reasons. They covered the pasta in meat, which wasnt ordered. They refuse to refund us. This is illegal and discriminatory.

  Business Response

  Date: 07/29/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 7/28/2025 in the amount of $79.49.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: #*********.

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, they really need to reassess their determination to auto-reject refunds.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Grubhub Customer Service,I'm writing to express my deep dissatisfaction with a recent experience involving order #********-8761631. The order was never delivered, and despite repeated attempts, the assigned driver failed to answer any calls or messages. This situation is especially upsetting because it is not the first time Ive encountered service failure with Grubhub.While I did receive a refund, this gesture falls short given the circumstances. The order was meant to feed several hungry guests who had just completed a seven-hour journey. Your platform made a promise to deliver a reliable serviceand that promise was broken, causing disappointment and inconvenience during a critical moment.I believe a more substantial gesture of goodwill is warranted, such as a larger gift card and a formal apology. If this issue is not addressed meaningfully, I will have no choice but to stop using Grubhub and take my business elsewhere.Ive included screenshots showing my attempts to contact the courier, who failed to respond. The images also show his location moving farther away from my address, which adds to the confusion and concern. Im requesting a formal investigation into this incident and a resolution that acknowledges the poor treatment I received.I hope youll take this complaint seriously and respond promptly. I want the contact by email.Sincerely, Dr. ****** B. *******

  Business Response

  Date: 07/28/2025

  Hello,
  
  
  We are sorry for the experience that you had with your delivery order from ************************** on July 26, 2025.
  The order is in process of being refunded to the original form of payment used on the order.

  We have added $35.00 in Grubhub Credit and with the $5 that was previous issued, it totals $40.00. This is valid to use within 30 days on your next order with Grubhub.
  Reference:301995535
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  
  

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dr ****** *******

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using GrubHub in those delivery apps for years for food. For some reason it signed me up for GrubHub plus and I do not recall ever agreeing to sign up for GrubHub Plus. I've never used subscription services on any of the food delivery apps. When I contacted customer support they said they couldn't cancel it. So I honestly have no idea how I would be signed up for a free trial when I did not remember clicking any button or link all I did was order food like I normally had with any of the other apps for years. I no longer have access to the email but I can give the email address and the phone number I used to place the order. So I'm not seeking monetary compensation I just want this thing canceled that I didn't order because I believe it's fraudulent set up by their system the way they set it up to be deceiving. I've used them for years and I never was automatically signed up for some trial so I think they changed something to try to scam people in my opinion. The email address that was used to place the order was ******************* the phone number associated with the order is ************. So please cancel my subscription to GrubHub Plus that I didn't even subscribe to and that the customer service *** said they couldn't cancel the subscription for me when I talk to him on their little texting app or whatever through the website.

  Business Response

  Date: 07/26/2025

  Hello,

  Thank you for reaching out to us.

  All newly created accounts will enjoy a 90 day free trial of Grubhub Plus and no charges will be processed. This 90-day trial is completely free with no strings attached. It will not auto-renew, and no credit card is required. Its simply our gift to you for trying Grubhub and you do not need to do anything to cancel as the trial ends on its own after 90 days. You will never be charged.

  Reference: #*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Date: July 22, 2025 Restaurant: Cinnabon Total: $18.95 Dear Grubhub Support,I'm reaching out to file a complaint regarding an order I placed from ******** on July 22, 2025. According to the tracking system, my order was supposed to arrive between 7:15 PM and 7:30 PM. However, I never received my food despite receiving a notification that it had been delivered.I was actively waiting outside at the designated delivery location from before the estimated delivery window. I remained there until after the delivery was marked complete, but no driver ever arrived.I made multiple attempts to contact the driver to resolve the issue. I called seven times, and each call was immediately sent to voicemail. I then followed up with a text message at 8:24 PM, letting the driver know I was outside and couldnt see them. I received no response at all. In addition to that my order was said to have been delivered at approximately 8:26pm which contradicts my text sent at 8:25pm where I stated that I couldn't see the driver, and yet my order was delivered? Theres no way. This experience was not only frustrating but unacceptable given the lack of communication and support from the driver. I would like a full refund for this undelivered order.Sincerely,****** *.

  Business Response

  Date: 07/24/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 7/24/2025 in the amount of $18.95.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: #*********

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 22nd, 2025 I placed an order through Grubhub at ***** . The driver falsely marked the order as delivered before ever arriving at my location. I never received my food.I contacted Grubhub customer service through the app, explained the situation, and requested a refund. Despite the issue being the result of clear driver misconduct or a system error, I was denied a refund due to what they claimed was a high volume of past refunds.This is unfair and unacceptable I paid for a service I never received. I am being penalized for a delivery I never got, and Grubhub refuses to take responsibility or escalate the issue.I am requesting a full refund for this order and an acknowledgment that customers should not be held accountable when their food is never delivered due to no fault of their own. I have screenshots and evidence of the issue, and Im happy to provide them upon request.

  Business Response

  Date: 07/24/2025

  Hello,
  
  We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

  After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

  Reference: #*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23639993
  
  I am rejecting this response because: it fails to address the actual issue: I paid for food that was never delivered.
  
  The driver falsely marked the order as delivered before ever arriving. Grubhub has access to GPS tracking data and can clearly verify that the driver was not near my delivery location at the time they marked the order delivered.
  
  Denying a refund due to past refund volume is irrelevant and punitive. This specific case is about driver misconduct or system failure not customer abuse.
  
  *********************** refusal to investigate and take responsibility is unacceptable. I am requesting a full refund based on the verifiable facts. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/29/2025

  Hello,

  Thank you for reaching back out to us, we have received your updated request.

  Your account and the details of this order was previously reviewed, we are still unable to offer a refund or concession at this time. At this time, there has been no change to this status.

  Reference: #*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  
  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23639993
  
  I am rejecting this response because Grubhub continues to avoid addressing the core issue: I paid for food I never received.
  
  
  They have not acknowledged or addressed the fact that the driver marked the order delivered before arriving at my location something Grubhubs own GPS tracking could confirm. Their refusal to investigate this or take accountability for a non-delivery is unacceptable.
  
  
  I maintain my request for a full refund. I will be filing complaints with my state Attorney General, relevant consumer protection agencies, and posting publicly so that others are warned.
  
  
  This is no longer about $16 its about a platform refusing to take responsibility when it fails to deliver a service.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im reaching out to explain a frustrating experience with a recent Grubhub order and to kindly request a courtesy ********* order had five different drivers assigned throughout the process, each reporting that the food wasnt ready when they arrived. I contacted Grubhub support, and a representative called the restaurant. The restaurant informed them there was an emergency and that the order would take at least an hour. The support agent relayed this information to mebut just a few minutes later, they stated that my order was still expected to arrive on ******* that point, the restaurant had already cancelled the order. So being told it was still on the way was misleading and honestly felt dishonest. This back-and-forth caused unnecessary confusion and wasted a lot of time, and I never received my food.I asked to speak to a supervisor and the agent said they were transferring me but its been over an hour and I am still waiting with no additional communication from the agent.Given the poor communication, inconvenience, and overall experience, I believe a courtesy credit is warranted and would be appreciated.Thank you for your time and understanding.

  Business Response

  Date: 07/24/2025

  Hello,
  
  We apologize for the inconvenience caused by your delivery being delayed We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.

  You can also reach out to us directly at: ***********************************************************;
  
  Best, 
  Grubhub

• Initial Complaint

  Date:07/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not receive order. Grubhub refused to give me the order number which is very suspicious. They also refused to refund my order or contact the restaurant.

  Business Response

  Date: 07/23/2025

  Hello,
  

  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 7/23/2025.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: 301722111

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

• Initial Complaint

  Date:07/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Grubhub has been charging my credit card for last 23 months for a grubhub+ service which I never signed up for in the first place and never used. I only noticed the charges now as the credit card in the account is very infrequently used and has autopay setup. Grubhub never sent any membership renewal reminders to my email address to inform me about these charges and have been charging me since September 2023. I talked to their customer service and they are only offering a refund for 1 month. This is clearly due to a technical issue at their end because of which they first enabled the membership on my account without any approvals and kept charging me for monthly membership payments without sending any renewal reminders. I am requesting total refund for these membership payments that they have deduced since September 2023.

  Business Response

  Date: 07/23/2025

  Hello,

  Thank you for reaching out to us, we have received your request.

  We are unable to process refunds for memberships past 30 days but have adjusted the most recent charge of $10.97 on 7/23/2025.
   
  Please reach out to your financial institution to dispute the charges past 30 days.

  We apologize for any inconvenience this may have caused.

  Reference: #*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub
   
  
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23634682
  
  I am rejecting this response because: The business has not provided any reason for why they cannot refund all charges for last 23 months. They have not provided any explanation for why no reminders were sent for membership renewal. They have not provided any justification for why financial institution is liable for these refunds. Due to a technical issue at their end they never sent email reminders before deducting membership charges, so they should own the mistake and refund for the entire duration of the membership.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered lunch July 21st at 12:58pm. I received a text message that my order was delivered. When I went to my door the food was not there. I tried to call and text the driver but he wouldn't answer. I finally got a photo of my order at delivery, and it was not my house. I had to call a friend to go pick it up for me. I tried to get a refund from Customer Support since they delivered my food to the wrong address. They refused to issue a refund because there wasn't anything wrong with the food, other than being cold. This is a delivery service that failed to fulfill their only obligation; to deliver food CORRECTLY to the right person.

  Business Response

  Date: 07/23/2025

  Hello,
  

  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 7/23/2025.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: 301670650

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a full refund is satisfactory to me.
  
  Sincerely,
  
  ***** *****