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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

Find a Location

GrubHub has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 2,433 total complaints in the last 3 years.
    • 953 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2025

      Type:Product Issues
      Status:
      Resolved
      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 5/18/2025 at 9:29 am. I ordered foods and drinks on grub hub app the order arrived missing a drink. when I contacted the company they told me they can't refund the missing item. I gave them several chances to correct the problem but they wouldn't help at all.

      Business Response

      Date: 05/19/2025

      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 5/19/2025 in the amount of $7.01.

      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: 297422248

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/20/2025

       
      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:05/16/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      My Grubhub driver delivered my order to the wrong house. I spoke with two employees looking for a refund and both were dismissive and rude to me. I explained that the delivery photo is of a house that is NOT mine. The house in the photos has the same house number but is on a different street from mine, which customer service apparently doesnt understand. The driver ignored my messages. They wouldnt refund me because of a strange amount of refunds on my account. I had a few refunds previously because of missing items in past orders. They still wouldnt refund me for this latest mistake. Im not paying for food a stranger received. **************** is incompetent and disconnecting from me instead of listening. This company is a total scam and I wont stop until I get my money back. Never using it again.

      Business Response

      Date: 05/18/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item(s) you reported as affected. The adjustment was processed on May 18, 2025 in the amount of $22.91.

      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: 297335136

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


      Best,
      Grubhub

      Customer Answer

      Date: 05/20/2025

       
      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:05/15/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered food on 5-15. The company did not deliver the food. The company refused to give refund. Would only give a credit. This is not acceptable. They did not execute the order. I should not have to take a credit to my Grubhub account as I dont plan on ordering again.

      Business Response

      Date: 05/16/2025

      Hello,

      Thank you for reaching out to us.

      We are sorry to hear that you no longer would like the Grubhub Credit that was provided for your Order.

      We have been able to cancel that Credit to your Customer account and provide the refund of $27.36 back to your original payment method on 5/16/2025.

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

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/19/2025

       
      Complaint: 23333374

      I am rejecting this response because: a customer should not have to file a complaint in order to get their money back for orders they dont receive. It should be offered when you know the order was not delivered. I had to spend time submitting the response which is ridiculous.

      Sincerely,

      *** *******

    • Initial Complaint

      Date:05/15/2025

      Type:Product Issues
      Status:
      Answered
      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 May 14, 2025 I ordered dinner from ******** The order went thru ok BUT it was picked up on a bicycle and this delivery person rode around for a very long time with the food and it arrived ice cold and the frostys were melted. I assumed since it was their drivers fault they'd redeliver or refund me, but NO. They asked me to hold on til they had a resolution and then came back and said I'm refused refunds from now on!!!...So I asked for a supervisor and she was very rude to me and said for future orders Id just have to accept bad quality or missing items or late deliveries, I don't get the same guarantee as GrubHub offers!!!...I'm also a GrubHub+ member which makes it even worse!!!...Its not fair to me that I'm pretty much told to take the loss on orders and be treated so terrible!!!...I tried to talk to 3 supervisors and all 3 warned me they were disconnecting when I asked for their address to complain to the BBB!!!! How can they ban me from refunds when they're the ones that always offered them to me!!!...I would have preferred good quality food or ALL of my items I ordered arriving. I want to be treated like any other customer!!!..Please help. Thank you!!!

      Business Response

      Date: 05/16/2025

      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: 05/19/2025

       
      Complaint: 23332585

      I am rejecting this response because: This business offered me the refunds when I called them with complaints on MULTIPLE orders, items missing, cooked incorrectly/wrong items, poor quality, bad delivery service didnt follow instructions etc!!!...It happened continuously!...I'd call and complain and they'd say we're refunding you, I would have preferred to get GOOD FOOD delivered to me instead of the garbage they delivered. It shouldnt matter how many times they have to refund people, if someones gets poor quality, its their fault!...They don't value their customers!...I can take my business elsewhere and get good quality food delivered to me!



      Sincerely,

      ****** *******

    • Initial Complaint

      Date:05/11/2025

      Type:Product Issues
      Status:
      Answered
      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 May 11th, I received and used a $26 gift card on Seamless for ******* for 4am dinner. My food delivery was refunded and my gift card returned with a $5 store credit. I used the refunded store credit for breakfast and asked for text message notification and code. I looked at my app around 6:45 am and it said food delivered, but when I went outside my food wasn't there. I contacted company and asked why my food says delivered but it wasn't delivered on my steps with proper notification via phone/text message as suggested. I told them I'm disabled and drivers have to notify me when approaching for safety reasons. I was cut-off and left in the dark. The store credit was used, but not my gift card credit and my credit card was charged again with my food stolen.

      Business Response

      Date: 05/13/2025

      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: 05/15/2025

       
      Complaint: 23314789

      I am rejecting this response because:the conflict was handled with a mutual agreement and the attachments will prove the miscommunication was corrected and all efforts to balance the scales were agreed upon on 5/13/2025  before this response. 

      Sincerely,

      **** Hollande conflict came to a mutual agreement 

      Business Response

      Date: 05/16/2025

      Hello,

      We have re-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 5/13/2025 in the amount of $50.66.

      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

    • Initial Complaint

      Date:05/10/2025

      Type:Product Issues
      Status:
      Answered
      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 for pick up. I received somebody else's order, went back to the restaurant but it was closed. I contacted GrubHub chat, they said there's not much they can do and to figure it out on my own. I want to request a refund back to my card, please. Thank you.

      Business Response

      Date: 05/12/2025

      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: 296789288

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


      Best,
      Grubhub

      Customer Answer

      Date: 05/13/2025

       
      Complaint: *****************************************************************************************************************************************************

      I am rejecting this response because:

      This is the only account I have. You are deflecting blame and I am out of the services I paid for and my money. 

      Business Response

      Date: 05/14/2025

      Hello,

      We have escalated your account to be reviewed by a Specialist. This is still pending review that may take up to the full 7 to 10 business days. You will be contacted via email only if there is a change to your status.

      If you do not receive an email communication from us, that means that there has been no change to your status, and we are still unable to process a refund or concession for you.

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

      If you have further questions, please reach out via ******************************************************

      Best,
      Grubhub

      Customer Answer

      Date: 05/15/2025

       
      Complaint: *****************************************************************************************************************************************************

      I am rejecting this response because:

      I am sorry but you guys did not take 7 days to take the money out of my bank account. Why does it take 7 days to make it right?

    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      Answered
      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.
      April 10 2025 I placed an order with GrubHub and it was not delivered due to incompetent delivery driver. I requested a refund I told the **************** Representative that I wanted a refund not a credit a REFUND! 3-5 days come and went, still have not gotten a refund back. The only response I got from **************** was to wait 15 days and still have not gotten my refund! I just want my money back! NOT A CREDIT!!!

      Business Response

      Date: 05/11/2025

      Hello,

      Thank you for your inquiry regarding the Grubhub Credit applied to your account. We understand your concerns regarding the issues with your order. The credit was applied to provide a swift resolution, allowing you to reorder immediately. 

      We see that the Order Credit has already been used to place an order. Due to the Credit being used, we are not able to adjust the Credit amount or provide a refund to the original method of payment.

      Ref: 296512341

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/12/2025

       
      Complaint: 23309629

      I am rejecting this response because:
       I did not and do not want a credit! Again, I provide the proof for refund! Do not understand how this is acceptable for anyone! I have been requesting a refund for a month now!! I just want my money back! 


      ******* Lock

      Business Response

      Date: 05/13/2025

      Hello,

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

      We are still unable to revert the credit to the original payment method as it was already used on another order.

      We sincerely apologize for the inconvenience!

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

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

      Best,
      Grubhub


    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 5/9/2025 at 11:40 A.M. I placed an order on grubhub for ****'s. At 12:45 my order finally arrived. Apon recieving the food, the food was stone cold and the milkshake could not possibly be considered a milkshake by the time I got it. I tried getting ***** of customer service and after spending over 1 hour between there "messaging" service and on the phone they will only offer me a $1 refund along with a 5$ credit. I advised them this would not correct the action. I tried to explain they can come take there food back as I am not taking a dollar refund with some credit. They refused to take the order back or have the order remade. When I got to a supervisor they advised the same resolution which I am unhappy with. The supervisor advised she was the highest person I could talk to... The supervisor name was **** *. I would like a refund from grubhub there cold food will sit on the counter till they can come get it.

      Business Response

      Date: 05/11/2025

      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 5/11/2025.

      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: 296669013

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/06/2025

      Type:Delivery Issues
      Status:
      Answered
      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 didnt give me an order of Indian food that I ordered on a new account with a phone number I just received and they said I cant get compensation because of account history when I didnt have another account and paid 50$ for my food haveli India order

      Business Response

      Date: 05/08/2025

      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: 296428076

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/09/2025

       
      Complaint: 23295538

      I am rejecting this response because:
      This is unfair policy to someone who has just created an account with a new phone number and I never placed an order before and youre punishing me due to the history of whoever had this number before I did
      Sincerely,

      *** ******

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Answered
      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 food via the app, part of the order did not arrived but I was charged for it. **************** refuses to give me a refund for the item or even an option to file a complaint or request a refund.

      Business Response

      Date: 05/06/2025

      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 5/6/2025 in the amount of $6.53.

      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: 296412382

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

      Best,
      Grubhub

    GrubHub is NOT a BBB Accredited Business.

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