Business Profile

Food Delivery

GrubHub

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Complaints

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

Customer Complaints Summary

2,528 total complaints in the last 3 years.
988 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:08/02/2025
Type:Product 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.
On August 2, 2025, I placed an order through GrubHub at approximately 5:45 PM from ********* to be delivered to ****************************************************************************. The order was for a Big Mac and fries a basic fast-food meal from a nearby location.The order experienced multiple delays and was not delivered until 7:41 PM, nearly two full hours after it was placed.Despite the clear and unreasonable delay, I reached out to GrubHub support and was denied a refund or credit, not because of anything to do with this specific order, but due to an alleged unusual number of refunds or concessions on my account. I disputed this immediately in the chat, noting that the delay was entirely on their end and had no connection to any prior orders. Still, they refused to process any resolution.This response was unprofessional and dismissive. I should not be penalized for prior support requests especially when this was a clear service failure. GrubHub made no effort to make things right beyond a generic response and a refusal to help.Desired Resolution:A full refund for the August 2 order or a credit that appropriately reflects the inconvenience and long delay A review of GrubHubs policy for denying refunds due to account history, even when current orders are mishandled
Business Response
Date: 08/04/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on August 4, 2025 in the amount of $9.00.

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: 302594675

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

Best,
Grubhub
Customer Answer
Date: 08/04/2025

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,

Dinero *******
Initial Complaint
Date:08/01/2025
Type:Service or Repair 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.
Got the wrong food delivered and Grubhub never ceases to amaze me, Ill probably stop ordering with them because they keep botching my orders and wont refund , I ORDERED 2 LARGE DRINKS NOT A SHAKE
Business Response
Date: 08/03/2025
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.
Please let us know if you have any other questions at ***********************************************************;
Best,
Grubhub
Customer Answer
Date: 08/04/2025

Complaint: 23689404

I am rejecting this response because: Weird fraudulent company, my order was raw Im going to start a fraud dispute with all the proof and show this to the attorney general

Sincerely,

Shi Tea
Business Response
Date: 08/05/2025
Hello,

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

We are still unable to offer a refund or concession at this time. There has been no change to this status.
We sincerely apologize for the inconvenience!
Reference: #*********.

If you have any questions or concerns, please contact us at *****************************************************

Best,
Grubhub
Initial Complaint
Date:08/01/2025
Type:Product 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.
I ordered a garlic white stuffed pizza from **** ***** but instead I got some regular ah pizza, I want a refund, Grubhub support wont refund despite the obvious wrong order showing this process to me 50k tiktok followers
Business Response
Date: 08/03/2025
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: 302540929

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

Best,
Grubhub
Customer Answer
Date: 08/04/2025

Complaint: 23689233

I am rejecting this response because: Despite all the proof Grubhub still wont refund, Ill definitely be showing this to my 60k TikTok followers, keep the change

Sincerely,

Ce W
Initial Complaint
Date:08/01/2025
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 a food delivery order through Grubhub on August 1st, 2025 at 11:26 AM. The app estimated delivery in about 30 minutes, but the order was not delivered until 1:03 PM nearly 1 hour and 40 minutes later. The app showed that no driver picked up the food for well over an hour. When it finally arrived, the food was ice cold and not safe to eat. I immediately contacted Grubhub support and requested a full refund. Grubhub refused. They repeatedly offered only a $5 credit, despite me clearly stating that the food was inedible due to the extreme delay. One representative even said, Im sorry your food is cold. I cant provide a refund. This response is unacceptable. I gave the company every opportunity to resolve the issue reasonably. I am requesting a full refund, not store credit, for a service that was clearly not fulfilled as promised. I have screenshots of the order time, estimated delivery, actual delivery, and customer support chat logs and can provide them if needed.
Business Response
Date: 08/02/2025
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 8/2/2025 in the amount of $22.40.
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: 08/05/2025

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:08/01/2025
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 grubhub for an early morning breakfast from ************* and when I went to check the status my entire order is missing on the actual site and app but I have the email showing it was ordered and I can not even see it as if it disappeared if like a refund and the credit I had there please so I'm asking for help on this thank you.
Customer Answer
Date: 08/02/2025

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.

Sincerely,

******* ****
Initial Complaint
Date:07/31/2025
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 and had no picture delivery. The hotel confirmed there was no delivery. And I cant show them it was delivered without a photo. I asked for a delivery confirmation and photo delivery and the chat session abruptly ended. I would like a refund for my order.
Business Response
Date: 08/02/2025
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 8/2/2025 in the amount of $24.24.

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: 08/04/2025

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:07/29/2025
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.
Between June 18 and July 12, 2025, I experienced repeated service failures using Grubhub, none of which were caused by me. These include missing items, incorrect orders, late deliveries, and even non-delivery, yet Ive been wrongfully denied refunds and ultimately banned from the platform under false claims of violating their Terms of Service. The incidents are as follows:Jul 12 ********* | Order #********-7148939 | $28.70 Order never received at all after 2 hours of waiting.Jul 12 ************** | Order #********-7121137 | $19.96 Order was late and missing items.Jun 30 Burger King | Order #********-4022114 | $24.67 Order was nearly an hour late.Jun 29 ************* | Order #********-8186075 | $14.65 Order was incorrect.Jun 18 ********* | Order #********-0648668 | $9.52 Items missing. Grubhub had previously agreed that I would not be charged if sauce was missing from any ********* order, due to repeated, admitted negligence by the restaurant in failing to include it.I paid for services that were not delivered, including priority delivery where drivers still made multiple unrelated stops in the complete opposite direction when they was a mile away (or less) from my house. These are failures by Grubhub and/or their partners, not misuse on my part. Yet Im being denied refunds and was banned from using the service without valid cause.I respectfully request reinstatement of my account, and removal of the false claim that I violated their terms.
Business Response
Date: 07/30/2025
Hello,
Thank you for reaching out to us, we have received your request.
We apologize for the inconvenience you experienced with your recent orders 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 these orders, we are unable to offer a refund or concession at this time. The ****************** has denied your appeal requests due to the unusual number of refunds or concessions on this or previous accounts. Because of this, we are unable to process a refund or concession.
This decision is final and the account is not eligible for further appeals.
Reference:#********* and #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 07/31/2025

Complaint: 23670743

I am rejecting this response because:

I'm not asking for a refund, I'm asking for my account reinstatement. I'm being accused of breaking the terms and conditions, but when I ask where, I'm not getting an answer as to why or how. As I stated before, and listed in this complaint, most of these issues, especially from the orders I listed down below, are all issues out of my power. I cannot control when a driver will arrive, IF they will even deliver my order, or the restaurant forgetting my food. I'm not getting the service I'm paying for, so as a consumer, I have the right to ask for a refund. That's not unusual. It might be a lot, but I'm sorry, that's not on me, that's on your delivery team or the restaurant itself.

If there is something I can do better, I would, but I do not have the control over the situation to do so, and I'm disabled so I have to be extra careful with my food. Please explain to me which terms of conditions I violated, so I can at least better understand how on MY end I can do better for you. However, if there is nothing there and there is no proof, and you're not giving me this information, I would have to assume that you are just wrongfully terminating my account based on services you promised me, but failed to fulfill and taking it out on me instead of adjusting your training regiment.

Sincerely,

****** *******
Business Response
Date: 07/31/2025
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, there has been no change to this status.

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

Please let us know if you have any other questions at ***********************************************************;
Best,
Grubhub
Customer Answer
Date: 08/01/2025

Complaint: 23670743

I am rejecting this response because:

AGAIN, I am not asking for a refund of a concession.

I'm asking for you to supply which terms of conditions I may of violated, and re-instatement of my account.

No refunds, No concessions.

Just account re-instatement.

Sincerely,

****** *******
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:07/28/2025
Type:Product 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.
ive order food on 0/28/2025 and i got cold food and i reached out to them and they told me that i cant get a refund and its not fair my food was cold
Business Response
Date: 07/30/2025
Hello,
We apologize for the inconvenience caused by receiving your order late and cold. 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
Customer Answer
Date: 07/30/2025

Complaint: 23665739

I am rejecting this response because:

Sincerely,

******** ******
Customer Answer
Date: 07/30/2025
Attached is phone number and email
Business Response
Date: 07/31/2025
Hello,

We apologize for the inconvenience caused by your cold order. 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
Customer Answer
Date: 07/31/2025

Complaint: 23665739

I am rejecting this response because: attach is is the email and order

Sincerely,

******** ******
Business Response
Date: 07/31/2025
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
Initial Complaint
Date:07/28/2025
Type:Product 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.
I made a complaint after tiredly trying several times to speak to a Manager. *********** and chat **** are unknowledgeable about policies and sound like they are reading from words on a computer. When I did get a real **** the *** was rude. I told her because she couldn't answer my questions about my account being restricted she was even more rude. So I asked for a manager..to which she ***lied she and the people who answer the phones are manager. I was very frustrated it was the 3rd time I was told I was not going to be compensated or my items redelivered or just we can't do anything if a couple of items are missing. The *** proceeded to tell me when I said my lines are recorded (I have a eye disability( and I was calling the BBB, she told me she was going to close my account. I got my refund the next ******* was in the form of credits. Which was fine. 20 min later I get another email saying my account was CLOSED. I don't have a problem with the account closing. Their service *** accountability *****. First they say I got too many Grub hub guarantees *** then it was too many refunds. I have $105.37 in refund credits. I request my credits ne returned to my card ending un ***** or reopen the account so I can use them.But they are not closing without giving me back ALL ********! Very ******************* are provided. I have 400k followers on 5 different platforms and I will show my proof!
Business Response
Date: 07/29/2025
Hello,

Your account was flagged due to it being in violation of Grubhub's terms of use.

We have conducted a full review of this activity and have determined that it was in violation of our policies. This account is now closed, and no orders can be placed from this account at this time.

If you believe this decision was made in error and would like to appeal, please reference your email.

Reference: 301942513

Let us know if theres anything else we can help with at ******************************************************

Best,

Grubhub
Customer Answer
Date: 07/30/2025

Complaint: 23662698

I am rejecting this response because: Grubhub customer service representatives continues to lie about the circumstances of what happened with my deliveries. Grubhub has it to where I can have the refund but the account is closed. I did already file a claim, but Grubhub refuses to have anyone from the company contact me about the incident. I do ******** if the account is closed. I just want the money that I cannot use unless Grubhub refunds or opens the accounts. I respectfully request $105.37 back to my bank card ending in *****. Grubhub was not truthful about why my account was closed. See screenshots. It says to add new debit cards and make an order. The account does NOT say closed. The money is still available. I just cannot make an order. So which one is it Grubhub? I will.npt stop until I get my money back!

Sincerely,

Kewanee ******-*******
Business Response
Date: 07/30/2025
Hello,
We apologize for the inconvenience you experienced.
We've determined that your account was in violation of our policies, and it has now been closed. This prevents any new orders from being placed.
If you wish to appeal this decision, please referencing your email as previously communicated.
Reference: 301942513
Let us know if theres anything else we can help with at ******************************************************
Best,
Grubhub
Customer Answer
Date: 07/31/2025

Complaint: 23662698

I am rejecting this response because: Reference: 301942513
You owe me $105.37. You have apologized for my inconvenience, but have closed my account. I have made effortless attempts by filing claims and attempting to speak to someone. This proves that Grubhub avoids its customers. I want my refund to the card ending in ***** or I will take my evidence and go to the NEWS channels.

Sincerely,

Kewanee ******-*******

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