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:08/07/2025

  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.

  Aug 6, 2025 around 9:45pm Order #********-3460875 Order from chipotle. I am a 8 month pregnant 10 hour shift working mother. I got off work wanted to order food and decided to try grub hub I placed my order well over an hour and a half before they closed. 20 minutes prior to closing still no driver assigned I reach out to them. They give me the run around and the rest assured Id get my food. Assigns a dasher five minutes before closings needless to say he got there when it was closed and they then had to cancel my order. Immediately after I reach back out bc I put in a second order bc again Im pregnant and hungry. For ***********. They close at 2 stop taking order @1:30 I made the order around 11:30 no later then that. Mind you both places are within a 15 minut radius to my address. Now I see time is getting late again sameeeeee thing happening I reach out to the 1st ********** when I seen my eta went from 1:07(which is already after they close) to 1:37 who said rest assured again Id get my food. And expect it at the original eta of 1:07. Well 12:55 no driver they now close in five minutes I reach back out 2nd ********** who tells me himself the restaurant is closed! And I still wasnt assigned a driver. Who then proceeds to have the audacity to tell me he couldnt cancel it. Then begins speaking over me and arguing with a 8 month pregnant woman embarrassing and disgusting so I called him incompetent and hung up to reach someone w some sense. I then call **** reach another ********** at this point the *** went from 1:36 which was bad enough to 2:17 over a hour and a half after their closed who tells me shes also unable to help. The absolute worst disgusting service I have ever seen in my life. So unhelpful non empathetic and unprofessional

  Business Response

  Date: 08/08/2025

  Hello,

  Thank you for taking the time to reach out to us and share your experience with us regarding your orders not going as planned and also for the interactions with the courier and our support agents. 
   
  We have escalated your feedback to the right team at Grubhub so that the appropriate steps can be taken to remedy this issue moving forward.
   
  We sincerely apologize for the inconvenience!
  

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

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

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23712468
  
  I am rejecting this response because:
  Ive been told escelatiom supervisor this that one third multiple multiple times and nothing is ever done. Its the same thing.  And terrible resolution results.  I dont want a Im leaving this up to another department I want something handle 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/12/2025

  Hello,

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

  We have already provided your feedback to the appropriate team to ensure that the points you touched on in your message can be addressed. We will look into this to take any and all necessary corrective action internally.
  
  Grubhub is ever-changing based on feedback like yours and we truly appreciate you bringing this to our attention so that we can continue to make changes that will help all of our customers.
   
  We sincerely apologize for the inconvenience!

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

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

   

  
  

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23712468
  
  I am rejecting this response because: ive also been told that Im unable now to make orders after my first order there is no reason at all. I am unable to make orders or theres any flag on my account when it was too incident that was on your guys part an issue at that I have $10 in credit that Im not even able to use because of whatever you guys have going on in my account the constant apologies but no action taken is not good customer service 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/07/2025

  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.

  Im filing complaint as I order this through grubhub to playabowls and paid 39.34$ and grubhub. Refused to issue me refund Im attaching photo with order number ***************

  Business Response

  Date: 08/08/2025

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

• Initial Complaint

  Date:08/06/2025

  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 have now had multiple orders delivered to the wrong address and included drop off photos of homes that are not even mine. On July 12th 2025, I waited over an hour for a delivery that was left at the wrong house. I attempted to text and call the driver with no ***ly. I then got in my car searching the entire negihborhood for a porch that looked like the one in the photo. I found the home in the photo a couple of blocks away, not even on the same street and not with the same address numbers. How the confusion? When I arrived to this neighbors home, they were just pulling up into the driveway. I told them the situation and they kindly checked their ring camera for me as the food was no longer sitting on their porch. Upon checking we saw the grubhub driver set down my food, take a picture and then get back in the car and drive away with my food! This driver chose a home which appeared empty with no cars in the driveway figuring Id probably never find out. I was offered a reorder from grubhub having to wait another hour but no investigation, no coupons, no refund, nothing further. Now today 08/06/2025 the same issue. Delivery photo that is not my home and when you look at the delivery photo anyways, you can see the order is wrong as there are no drinks in the photo anywhere. Again, texted and called the driver with no response. Went around the neighborhood with no luck this time. Grubhub sent a reorder which I have to wait over an hour for again. No coupons, no refunds, no investigation. I asked the grubhub *** if they can see if this is the same driver for both orders but was just brushed off. The only thing I ever get from grubhub is "We are sorry, we will notify someone else." No follow up, no follow through and no making things right. Mind you I am tipping well and giving this money to people who do not deserve it. I spend SO MUCH money at grubhub and now never want to use them again. The business is losing money over these horrible drivers but will not investigate

  Business Response

  Date: 08/08/2025

  Hello,

  Thank you for taking the time to reach out to us and share your experience with us. 

  We would like to extend an apology for any inconvenience experienced with your original orders not delivered to the correct address provided and you did not receive the resolution you sought when contacting our support team regarding additional issues with the courier.
  
  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 internally. We have applied courtesy Grubhub credits to your account as an apology on 8/8/2025.
   
  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:  #*********.

  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:08/06/2025

  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.

  Okay so the order was wrong but despite it being my first order Grubhub doesnt want to refund, the pizza was 2 halves of different pizzas it wasnt a full pizza, Id like a refund for not getting the full pizza I ordered

  Business Response

  Date: 08/07/2025

  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

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/6/25 I was attempting to place an order. Upon clicking to go to checkout the screen showed order submitted, which I didnt do. As I never got the checkout screen I was unable to choose a payment method or choose a tip amount. I immediately reached out to their customer support and after over an hour and two support agents, nothing was done. I was offered $7 off my next order which I denied. My card was charged without permission and I never submitted the order. I was told that as the order was delivered they couldnt assist however, I reached out to support in less than 3 minutes from the order showing submitted when I hadnt submitted it myself. I wanted to use a gift card but as I never got to see the checkout screen, I never had an opportunity to add it (or realize I couldnt add during checkout and I would have backed out of the order and applied it to my account). When reaching out to customer support I did ask them to change the payment method or anything, I was paying for the order and not asking for a free order. I was told that as the order was delivered they couldnt assist, ignoring the fact that I had already been with chat for an hour and reached out immediately.

  Business Response

  Date: 08/07/2025

  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 8/7/2025.

  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: 302823212

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

  Customer Answer

  Date: 08/08/2025

   
  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:08/06/2025

  Type:Sales and Advertising 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 thru Grubhub and noticed after 15 minutes they had not assigned a driver so I contacted Grubhub and they finally assigned a driver but they kept on changing the time when the food would arrive. So the food arrived and of course it was no longer warm and it didnt taste good. So I threw it away. After chatting for 2 days I finally got a $20.00 credit. Well the next day I went to use the credits and they had closed my account for cussing. Well I told them thats fine but I appealed my closed account and asked that my credits be sent to my original payments. Well on 6 August I get another email From Grubhub saying I will not get my payment back because they said I had a high number of incidents where I got money back. Only bc of their bad service. Anyway it seems to me that taking something back that they owe you is ridiculous and I hope you can set them straight. I cant even believe what theyre doing is legal.

  Business Response

  Date: 08/07/2025

  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: 302161696 

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

  Best,
  Grubhub

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23709444
  
  I am rejecting this response because: I accept them closing my account but my money is a separate issue, they approved my *****. Credit and it was in my account thus they should refund my $***** immediately.
  
  Sincerely,
  
  **** *****

  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(s) for the item(s) you reported as affected. The adjustment was processed on 8/11/2025

  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: 303065920 

  Please let us know if you have any other questions 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. I would like to add that I hope the company provides better training for their customer care employees who in this case acted out and were retaliatory. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/05/2025

  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.

  8/3/25 I didnt get my order from ********* and Grubhub refused to refund me saying theyve refunded me on other orders. Was a total scam. What does one have to do with the other. I reported it right away and had it escalated to the supervisor and escalation team and they all had the same terrible rude answers. They were foreign, disrespectful, fraudulent, and worst customer service imaginable. Its not my fault if they mess up an order, or an item is missing or they just dont deliver it, I use this app a lot and was very disappointed this is how they treat people

  Business Response

  Date: 08/06/2025

  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: 302515831 

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

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23704690
  
  I am rejecting this response because:

  this is an auto generated response from a robot or foreign entity 
  
  Sincerely,
  
  ***** M. *****

  Business Response

  Date: 08/08/2025

  Hello,
  
  Thank you for reaching back out to **, we have received your updated request.
  
  Your account and the details of this order was previously reviewed, we are still unable to offer a refund or concession at this time. At this time, there has been no change to this status.
  
  Reference: #*********.
  
  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  Date:08/05/2025

  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.

  8/3 processed delivery order but grub hub claims it's a pick up order and that is not correct the restaurant was waiting on door grub hub to pick up and they never did. Spoke with grub hub they refused to refund me for the food only the tip. The fact they acknowledge there was a tip let's you know that it was a delivery order

  Business Response

  Date: 08/06/2025

  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 8/6/2025.

  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: x

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

• Initial Complaint

  Date:08/05/2025

  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 didnt receive this rider from Teazzi and grubhub refused to assist me even when I placed order through their website mid like ***** to be refunded Order ***************

  Business Response

  Date: 08/06/2025

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

• Initial Complaint

  Date:08/05/2025

  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 am filing this complaint because Grubhub has unfairly restricted my account with no valid explanation. I placed an order through their app, but the delivery driver falsely marked the order as delivered, even though I never received the food.I immediately reported the issue, and Grubhub issued me both a credit and a refund, which I appreciated. However, when I attempted to place a new order shortly afterward, the app blocked me from ordering, displaying a message saying: Contact the merchant. When I called Grubhub customer support, I was told that my account was under review.Since then, I have called multiple times, and every representative repeats the same scripted response that my account is under review and they cant provide any further details or timeframe. Its been an ongoing issue with no resolution, no transparency, and no accountability from Grubhub.I have not violated any policies and simply reported a legitimate service failure. Its unfair to be penalized for using their system correctly. I am requesting that my account be fully restored, or at the very least, that I receive a clear explanation for the restriction.

  Business Response

  Date: 08/06/2025

  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.
  
  We are unable to provide you with any additional details regarding the status of your account, and please refer to our Terms of Use for additional context.
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub