Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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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

2,488 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.

Initial Complaint
Date:08/04/2025
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.
Ordered grubhub ********** and ordered was not properly sealed on the outside and bag on inside was not properly sealed either it was wide open. I contact grubhub they refused redelivery or compensation. My food arrived late as well past the delivery time promised. I would like my case fwd to a supervisor for resolution.
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 for the items you reported as affected. The adjustment was processed on 8/5/2025 in the amount of $24.61.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:08/04/2025
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 this order from *********** only to not receive it. Grubhub cs refused to issue me refund nor assist me Order number ***************
Business Response
Date: 08/05/2025
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:08/03/2025
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.
8/3/2025 530pm order placed got a cancellation call at 630pm My order was canceled because the place didnt receive my order. Im now waiting 5 days for a refund.. unfortunately I dont have money to repurchase these items, but I still need to feed my family. They said best they could do was $7 credit yet that wont even buy one of my items I tried purchasing. I used the last of my money on this order. Im so at a loss Im bawling I should have gotten more for pain and suffering but honestly the fact that they cant just repopulate the order Ive been waiting for is insane to me.
Business Response
Date: 08/05/2025
Hello,

Thank you for providing feedback regarding your recent experience with Grubhub. We have sent you an email with more information and have provided you with $15.00 in Grubhub credit for a future order.

Reference: 302653799

We hope this helps, but please let us know if you have any other questions at ******************************************************

Best,
Grubhub
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:08/02/2025
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.
I have reached out to this business and my bank multiple times to see if these two refunds went back on my card and they did not. I called my bank like 3 times. I also see on the BBB where they have a rating of an F and that government businesses have filed against this business. I just want my two refunds and when my membership is up I wont br renewing. It also seems the prices are much higher on they so than what they cost at the restaurant .
Business Response
Date: 08/04/2025
Hello,

We have looked into the issue regarding your refunds and see that they have been processed properly. Refunds can be processed in a few different ways, If only a partial refund was processed on the order on the same day as the order is placed this will create an order adjustment. These transactions often do not create a separate Refund to your account, but instead will change the charged amount to reflect this adjustment.

Reference: *********, 300455296

We hope this helps, but please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 08/05/2025

Complaint: 23692271

I am rejecting this response because:

Sincerely,

******** *******
I will get it in writing from the bank that the refunds never went back to my card and i will also turn you into the ************************. Your rating with the BBB is an F and I wonder why .

Business Response
Date: 08/05/2025
Hello,

We have looked into your refunds and have sent you an email with more information and copies of the receipts.

Reference: 302664432

We hope this helps, but please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:08/02/2025
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.
I ordered from GrubHub on July 25th. This was a $208 order from an ****************** called NY pasta and Company. The food never arrived, but I was still charged fully. I called the restaurant to ask what happened and the number provided by GrubHub sent me to a different restaurant altogether that does not serve Italian food. This company was called Fresh and *** this restaurant had received my order but didnt know what to do with it so ignored it. Meanwhile, I received a texts from GrubHub and the driver as well. Both said that the food was arriving and eventually delivered. GrubHub sent me a photograph of the food being delivered, but that photograph was all black. I have tried to resolve with GrubHub, but they are not willing to help because they say I contacted them after 48 hours. I did contact grunhub within 48 hours via text and through the feedback form. They have no record of this, but have given me no recourse to show them the text that I sent which I have a copy of.
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 found that a dispute has already been initiated and a chargeback has been issued from your financial institution, we will work with them directly in assuring your funds are returned.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:08/01/2025
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.
They gave me the wrong pads and wont refund no matter what
Business Response
Date: 08/03/2025
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 8/3/2025.
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: 302535145
Please let us know if you have any other questions at ******************************************************

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

Complaint: 23689556

I am rejecting this response because:My order was not adjusted

Sincerely,

Damn Som
Business Response
Date: 08/05/2025
Hello,
Thank yoy for reaching back out to us, we have received your updated request.
We have reviewed your account and confirmed the adjustment was processed on 8/3/2025 for $23.53. It typically takes up to 5 business days for most financial institutions to release those funds to their customers.
Please check your email, as we have provided additional information in that communication.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:08/01/2025
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.
Id like a refund because I got raw donuts and it was disgusting and I felt sick after, no one wants to give me a refund, its scammy
Business Response
Date: 08/03/2025
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 3, 2025 in the amount of $10.20.

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: 302533681

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

Best,
Grubhub
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:
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 6 different donuts but I got only glazed donuts, Grubhub said some c*** about concessions which is a lie because this is my first and last time using the service, they never refunded me
Business Response
Date: 08/03/2025
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 3, 2025 in the amount of $9.64.

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: 302535728

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

Best,
Grubhub

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