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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

    • 2,490 total complaints in the last 3 years.
    • 1,006 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:08/12/2025

      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.
      On August 11, 2025, I ordered dinner to be delivered by GrubHub from a local restaurant. We ordered meals for 5 family members, which came to a total of $79.25 + $3.49 delivery fee + $11.14 service fee + $12.00 tip - $5.00 discount code for a total of $100.88. When our food arrived, we only received two of our meals. When we reported the missing items to Grubhub, they only offered to refund the cost of the food items. After spending 20 minutes over chat with their customer service, they would not refund any of my service fee or delivery fee. They wanted to offer me free delivery in order to get me to use their service more instead of refunding what I had already paid. As the conversation went on and my frustration grew, they finally offered to refund the delivery fee. Ultimately ending up offering me an additional gift card of $25 for future use at Grubhub, which I have declined because I don't want to use their service anymore.The frustration comes from my understanding is the service fee is based on the total you spend. Also, I base my tip on the total I spend. So by just refunding the cost of my food items, I am still out these additional monies. At this point I don't even know how many times this has happened, but I know that is is becoming a pattern. This same thing happened on July 20, 2025 when I ordered - I received only half my order and was only refunded the cost of the food. On August 5, 2025 the restaurant cancelled half my order and only the missing item cost was refunded. August 11 order #********-5346679 August 5 order ##********-9400513 July 20 order ##********-8568554 This is unacceptable business practice and full refunds need to be offered immediately, so people can go back to taking care of their family. Like in my case, I ordered dinner at 8:00, it's 9:40 and I still need to resolve the missing food for two of my kids and myself. I shouldn't have to be filing complaints to get my money back.

      Business Response

      Date: 08/12/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your orders. The adjustments was processed on August 12, 2025 in the amounts of $50.54 and $25.16.

      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: 30311384

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

      Best,
      Grubhub

      Customer Answer

      Date: 08/12/2025

       
      Complaint: 23734049

      I am rejecting this response because: the business, Grubhub has not addressed how the overall refund policy is being addressed to stop charging consumers fees on services/goods they did not receive. It is not the consumer's job to cover the cost of the business model failures. There is no other business model that would allow for a company to continue to collect the fees without actually providing the service someone is paying for. 

      It appears Grubhub is relying on customers not questioning this because each transaction may just be a small amount. However, over time these monies add up and this business failure becomes a profitable process for Grubhub.


      Sincerely,

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

    • Initial Complaint

      Date:08/11/2025

      Type:Service or Repair 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.
      The other day I paid $19.00 on my card I did not get order can I please get a refund to my card I used I reached out to customer service they did not help me at all lesliedrown02 GrubHub email address ********** ***** write back ********* order

      Business Response

      Date: 08/12/2025

      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 12, 2025 in the amount of $19.57.

      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:  303106569

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

      Best,
      Grubhub

    • Initial Complaint

      Date:08/09/2025

      Type:Customer Service 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.
      Multiple orders with missing items and or showing up late and cold! Then because Grubhub has no drivers and poor customer service I am the one who suffers

      Business Response

      Date: 08/11/2025

      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 10, 2025 in the amount of $19.01.

      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: 302885400

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

      Best,
      Grubhub

    • Initial Complaint

      Date:08/08/2025

      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.
      Refused refund for delivery that was never sent

      Business Response

      Date: 08/10/2025

      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 8, 2025 in the amount of $34.06.

      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: 302861221

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


      Best,
      Grubhub

    • Initial Complaint

      Date:08/08/2025

      Type:Billing 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.
      They delivered to the wrong address.i spokr with a representative got a credit of $25 that i spent.and then kept my credit and closed my ********** i wont use the credit for money that i spent.

      Business Response

      Date: 08/10/2025

      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 for the decision.

      Reference: 302863538

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

      Best,
      Grubhub

      Customer Answer

      Date: 08/11/2025

       
      Complaint: 23720706

      I am rejecting this response because:
      I have a credit of usd25 that is my money that i want refunded.cause is my money not theirs
      Sincerely,

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

      Business Response

      Date: 08/12/2025

      Hello,
       
      We have looked into the issue regarding your account and ********************** Credit.  We have sent you an email with more information.

      Reference:  303112749

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

      Best,
      Grubhub

      Customer Answer

      Date: 08/12/2025

       
      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:08/07/2025

      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.
      Ive been a Grubhub Plus member for years, placing dozens of orders each month. Recently, my account was hacked and a large fraudulent order was placed in ********** while I live in ********. I immediately contacted Grubhub, but was told they couldnt cancel it. I had to call the restaurant myself to stop the order. **************** took no responsibility and offered no assistance.Soon after, I had a legitimate refund request approved (due to a restaurant preparing my food incorrectly). Even though Grubhub acknowledged the error and refunded me, I received a harsh warning stating that my account could be blocked for continued violations. This is unacceptable and ignores the fact that all of my refund requests have been due to restaurant or platform errors not misuse on my part.When I tried to escalate through chat and email, I was ignored, disconnected, or given generic replies. As a loyal customer who has spent thousands on the platform, I feel disrespected and mistreated. I want this warning removed and a formal acknowledgment that the handling of both my fraud case and recent refund was inappropriate.

      Business Response

      Date: 08/10/2025

      Hello,

      Thank you for providing feedback regarding your recent experience with Seamless.  We have sent you an email on August 9, 2025 with more information regarding this issue.

      Reference: 302874752

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

      Best,
      Grubhub

    • Initial Complaint

      Date:08/07/2025

      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.
      Items missing from an order I paid for and a refund was denied. This is essentially theft. Im not asking for the entire order to be refunded but the missing items + tax (approx $11) is more than reasonable. I give GRUBHUB a ton of business personally and for work. This type of treatment is egregious.

      Business Response

      Date: 08/11/2025

      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 August 11, 2025 in the amount of $10.77.

      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: 303066063

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

      Best,
      Grubhub

      Customer Answer

      Date: 08/15/2025

       
      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,

      ****** S

    • Initial Complaint

      Date:08/07/2025

      Type:Service or Repair 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.
      I decided to treat try a new place . My order was 2 SLICES of pizza, a cannoli, a sub, & some spaghetti w/meatballs . What was delivered was a WHOLE large pizza ONLY. When I told the driver it was the wrong order she said that's what her app was showing I ordered and that's what she was given by the restaurant. I called the restaurant (the driver took off). So I called GH and the customer service person kept telling me I ordered 2 whole pizzas instead of 2 slices but she kept saying the other items were received DESPITE MY TELLING HER I DID NOT and then she said would it be alright to refund me the delivery charge of about $14 ONLY. Demanded to speak to a supervisor and she offered to refund the whole amount of the order but it could take up to a week to be processed! I said all I wanted was the correct order (they say they can't, that I'd have to place the order AGAIN through them AND PAY FOR IT--meaning I am out that money until it's processed). She then offered me (after I got done saying I have had similar things happen before--for a FAR smaller amount--because of s**** *** and was not going to use them again) an additional $28 of "GH Credit" for future orders. I wish the items I ordered arrived as when I tasted the pizza it's something I did not want to eat any more of the pizza after 1 slice (the customer service to keep the whole pizza) so I am wasting food as well. The supervisor said I could not be transferred to the corporate office (she said she was "as high as complaints could go). So I am also putting the above on any and every social media as well about this. This is not the first time something happened that GH messed up my order (although the other places were for far less than the $65+ I paid) AM NOT ORDERING AGAIN FROM GH and have already posted on ******** that others follow my suit and will be posting to YELP and there's a new ******** for Tucson Food/Restaurant reviews, and more.

      Business Response

      Date: 08/10/2025

      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 Aug. 8, 2025 in the amount of $65.12.
      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: 302815906
      Please let us know if you have any other questions at ******************************************************

      Best,
      Grubhub

      Customer Answer

      Date: 08/11/2025

       
      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:08/07/2025

      Type:Delivery 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.
      Order #********-8495986 I did not recieve it, many attempts with customer service they insisted they can't process a refund because I've made other requests?I am ************** I paid was $87.64 Now it's August 7th, no resolution.I've never ordered from grubhub.Would appreciate if management looked into this.

      Business Response

      Date: 08/10/2025

      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 10, 2025 in the amount of $87.64.

      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: 302989483

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


      Best,
      Grubhub

    • Initial Complaint

      Date:08/07/2025

      Type:Delivery 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.
      GrubHubs delivery system has an issue discerning certain addresses. This is an issue I have had with them since ****** of 2024 and was resolved for a while, until February of 2025 and now, ****** 2025.According to their system and their customer service, the address I have is considered invalid and cannot be delivered to. An address I have had food delivered to and where I work at for a number of years is now considered invalid.The address apparently is in use in 2 locations on the same road, my location and another. I have the Cross Street on file to prevent this issue from occurring, but apparently that no longer works. When I reached out for support on the matter, to at least alert the driver of the error, I was told by not 1 representative, but the supervisor, that my address was invalid, unable to be delivered to. They then proceeded say the information I had on file, including the instructions I had put down for the driver was invalid.All I wanted was for them to alert the driver to the error the system had so I could get my lunch on time and without the driver having to waste their time going to the wrong address.

      Business Response

      Date: 08/08/2025

      Hello,

      We're sorry for the issue you're having with your address and you did not receive the resolution you sought when contacting our support team.

      We appreciate when people make us aware of issues that happen in Care. Its an important part of maintaining the quality of our service.

      We are providing your feedback to our team to ensure that the points you touch on in your message can be addressed. We will look into this to take any and all necessary corrective action.

      We would suggest that you do some basic trouble shooting that should help reset your address in your account. 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

    GrubHub is NOT a BBB Accredited Business.

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