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:09/19/2025

  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.

  I placed an order for food with Grubhub. It took longer to say delivered, but finally got a notification. Once I checked, the order was not at the door. I contacted Grubhub through their website and spoke with someone over chat. After speaking with me, they issued a Grubhub credit plus a $10 credit for a future order. I was told that I could reorder right away, and the credit did appear in my dashboard. I tried to reorder, and it would not let me, so I called the customer service number to speak to a live representative, who proceeded to tell me it was maybe a glitch in their system. I requested a refund and was told they could not issue a refund to my credit card. I informed the representative that they did not deliver on their service, and wanted a refund and would not use the company again. He transferred me then to a supervisor per my request, which sounded like the original representative. I again requested a refund and was told they could not refund my card, though they did not deliver, and I have a picture from Drive showing a tree and dirt instead of my door.

  Business Response

  Date: 09/22/2025

  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 Sept. 21, 2025 in the amount of $20.36
  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: 305732711
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 09/23/2025

   
  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. I did receive a refund back to the method of payment.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:09/19/2025

  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 9/19/25 I placed an order and tried to cancel it right away via live chat. The agent left me waiting over 30 minutes, then I was told the team was closed. While waiting, the order was delivered, and the product was defective.The next day, I was denied a refund because of excessive refunds on my account. This is false the only adjustment Ive ever received was a credit for a late delivery, which is within Grubhubs own policy. When I tried to escalate, supervisors disconnected me.Desired Resolution:I request a full refund for this defective order and for Grubhub to correct the false claim about excessive refunds. I also have recorded phone calls with representatives.

  Business Response

  Date: 09/20/2025

  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 9/20/2025 in the amount of $58.59.

  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: 09/22/2025

   
  Better Business Bureau:
  
  Refund was complete. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/15/2025

  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.

  On September 14th, I placed my first order ever with Grubhub for $20. I expected to receive a meal in good, safe condition. However, when the food arrived, I found hair in the food, which made it inedible.I immediately contacted Grubhub customer support and spoke with a supervisor, **** ******, who reviewed the incident. Despite acknowledging that this was my first order and confirming the issue, Grubhub refused to issue a refund or connect me with someone who could override the decision.I have not received any resolution to my complaint. I am requesting a full refund for this order due to the food safety issue.

  Business Response

  Date: 09/16/2025

  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

• Initial Complaint

  Date:09/14/2025

  Type:Sales and Advertising 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 placed an order from Grubhub today that arrived both late and with a damaged drink item that had spilled all over the bag. I immediately went through the app and tried to get a refund for the damaged item as well as submitted the order for the Grubhub guarantee for a late order. I was told through the app that Grubhub was refusing to provide any compensation because of past compensation for issues, which is a ridiculous and seemingly illegal policy. I had also recently had Grubhub refuse to provide compensation for a full missing item that was not sent by the restaurant. I called Grubhub, and was told the best they would do is give a $5 credit which was less than the cost of the drink. I just received an email denying the Grubhub guarantee- I called back and asked what was happening and was told I had "already received compensation for this issue." I explained multiple times that I was not given credit for the order being late but for the damaged drink item, and Grubhub can't have a literal guarantee on its website for late orders and then refuse to honor it.

  Business Response

  Date: 09/15/2025

  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. However, you do have the option to submit a written Refund Appeal. If you are interested in this option, please reach out to us at the link provided below so we can assist you with that process.

  Reference: 305363515

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

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23883307
  
  I am rejecting this response because:
  
  I already submitted an appeal for the first issue and have yet to hear anything back. Grubhub has now denied over $15 in refunds that should have been provided and was denied because of a ridiculous policy. I will be contesting this amount with the credit card company.

  
  
  

• Initial Complaint

  Date:09/14/2025

  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.

  I got the wrong order and grubhub isnt trying to give my money back

  Business Response

  Date: 09/15/2025

  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: 305240464

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

• Initial Complaint

  Date:09/14/2025

  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.

  GrubHub won't tell me why its taking their escalation team so long to refund my $40.81. They keep telling me to be patient and that the team will reach out when they can. This is unacceptable to begin with, but I have since been the victim of fraud. My bank account has been drained and I need this money back immediately so I can buy groceries. I don't have enough food and must have this money so I don't starve.

  Business Response

  Date: 09/15/2025

  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: 305304517

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

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23881510
  
  I am rejecting this response because: I have filed a chargeback and switched to competitor.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/14/2025

  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 hot food.Cold food was delivered.I spoke with the restaurant who said the driver was late.GrubHub refused to deliver the hot food I ordered or to refund the full amount ($21.19).They offered a $5 credit then a $7 credit then a $10 credit then a $20 credit and each time said it was the maximum that could be offered I was also told that a refund to my credit card is not possible - despite the fact that GrubHub took my money and did not deliver what I ordered. This is consumer fraud. I am very alarmed reading the info available on ************************** relative to complaints and Government Actions taken against this company. I am new to GrubHub and joined based upon ******************* This is an awful 1st experience.Customer Service Escalation #*********

  Business Response

  Date: 09/15/2025

  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 9/13/2025 in the amount of $21.19.

  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: 305286471

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

• Initial Complaint

  Date:09/13/2025

  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.

  GrubHub has made unauthorized charges in the amount of $10.81 since March 2025. The account is under my company as incentive. The employee is only responsible for charges over the credited amount. My employer opened the account in 2020 and I have never been charged until March. I called GrubHub and was told their policy only allows refunds within 30 days of charge. Both the representative and manager confirmed that there were no other charges or orders since March. The manager offered to refund $10.81 as policy doesn't offer refunds over 30 days and referred me to my bank to dispute. This policy at GrubHub needs to change. I have been charged $65 for a service I never used. GrubHub has been blocked through the bank.

  Business Response

  Date: 09/15/2025

  Hello,
  
  We have looked into your issue regarding your Grubhub+ subscription. We see that the subscription was not canceled before the renewal processed. Therefore we would not be able to refund the previous months subscription charges.  For any further charge questions please reach out to your financial institution.
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23880433
  
  I am rejecting this response because: I was never responsible for subscription cost or renewal. My company opened the account and maintained the cost since 2020. The email used for orders is connected to my employer. Both the GrubHub representative and manager  confirmed the business email. All subscriptions that I pay for are connected to my personal email. Please refund $65 for the monthly fees from March through September 2025.
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/17/2025

  Hello,
  
  Thank you for reaching back out to us.
  
  We are so sorry to hear that you are unhappy with the outcome of your Grubhub+ refund request. Unfortunately, we have no way of processing refunds for memberships past 30 days.
  
  Please feel free to reach out to your financial institution to dispute any charges you do not feel are valid, and refer to our Membership Terms of Use ************************************************************* if you have any additional questions or concerns.
  
  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: 09/19/2025

   
  Complaint: 23880433
  
  I am rejecting this response because: I requested a refund for all the months charged for a service I never used. I understand  that this will not be resolved in a full refund. Please refund the amounts received in the last 30 days to my method of payment. I'm not interested in GrubHub credits. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/13/2025

  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.

  I am putting in a complaint for multiple orders I did not receive from Grubhub, when I contacted Grubhub they gave me the generic response that my orders can not be refunded because of how many complaints/requests I've made, I have not received MANY orders from Grubhub where their delivery drivers either don't show up or deliver to another address. Grubhub has blocked my account from being helped/escalated and I would like this fixed.On August 21st, I placed an order for Chipotle for $63.21. I did not receive this order. (Order #********-3069002)On August 29th, I placed an order for Wolfnights for $77.54. I did not receive this order. (Order #********-8371482)On September 3rd, I placed an order for Golden Forest for $62.06. I did not receive this order. (Order #********-4886548)Last night, September 13th, I placed an order for ********* $45.69. I received the wrong order, and when I asked the delivery driver where my order was he was not willing to help me and left. I opened the bag to a fish fillet sandwich, fries and a drink (I ordered 2 cheeseburger meal, 1 snack wrap, 6pc chicken nuggets, and 1 Big Mac). My order was way more than those 3 items and I don't eat fish so I had to throw the food away. (Order #********-5050482)I would like to be refunded for this items and my account to be adjusted through Grubhub where I can request refunds and dispute them because this is not fair. I am house ridden right now due to a broken ankle and I rely heavily on Grubhub - which is unfortunate because 9 times out of ******************************************* help the customer.

  Business Response

  Date: 09/15/2025

  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 these orders, we are unable to offer a refunds or concessions 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: 09/16/2025

   
  Complaint: 23880129
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/13/2025

  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 cheese pizza but got a pepperoni pizza instead which is disgusting because thats against my beliefs to eat pig, Grubhub wont refund nasty

  Business Response

  Date: 09/14/2025

  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