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.
1,005 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:08/01/2025
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.
Im filing complaint as I didnt receive the order from playa bowls Im attaching order number Please issue refund for 76.13$ As grubhub cs refused to assist me
Business Response
Date: 08/03/2025
Hello,
We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.
Reference: 302406247
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:08/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a garlic white stuffed pizza from **** ***** but instead I got some regular ah pizza, I want a refund, Grubhub support wont refund despite the obvious wrong order showing this process to me 50k tiktok followers
Business Response
Date: 08/03/2025
Hello,

We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

Reference: 302540929

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

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

Complaint: 23689233

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

Sincerely,

Ce W
Initial Complaint
Date:08/01/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fraudulent company, I ordered Asian food, the driver parked outside of my house and stole my order, it never got delivered, they never sent me proof of delivery as well, claiming the food got delivered to a house with a white door, I have a black door smart ones, refund my money, I am contacting the attorney general and ***
Business Response
Date: 08/02/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item you reported as affected. The adjustment was processed on August 2, 2025 in the amount of $11.03 (after promotions).
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: 302491234
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:08/01/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a food delivery order through Grubhub on August 1st, 2025 at 11:26 AM. The app estimated delivery in about 30 minutes, but the order was not delivered until 1:03 PM nearly 1 hour and 40 minutes later. The app showed that no driver picked up the food for well over an hour. When it finally arrived, the food was ice cold and not safe to eat. I immediately contacted Grubhub support and requested a full refund. Grubhub refused. They repeatedly offered only a $5 credit, despite me clearly stating that the food was inedible due to the extreme delay. One representative even said, Im sorry your food is cold. I cant provide a refund. This response is unacceptable. I gave the company every opportunity to resolve the issue reasonably. I am requesting a full refund, not store credit, for a service that was clearly not fulfilled as promised. I have screenshots of the order time, estimated delivery, actual delivery, and customer support chat logs and can provide them if needed.
Business Response
Date: 08/02/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 8/2/2025 in the amount of $22.40.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:08/01/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with grubhub for an early morning breakfast from ************* and when I went to check the status my entire order is missing on the actual site and app but I have the email showing it was ordered and I can not even see it as if it disappeared if like a refund and the credit I had there please so I'm asking for help on this thank you.
Customer Answer
Date: 08/02/2025

Better Business Bureau:

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

Sincerely,

******* ****
Initial Complaint
Date:08/01/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business is refusing me a refund for order that was either not delivered or delivered to the wrong address where we were unable to find it despite wasting a lot of time looking. Driver is supposed to send a photo to verify that the delivery, which they did not do. Business is claiming the order was "verified" because the driver asked me for a two-digit code, which I provided to them. Business is blaming me for providing the code, not sure why they think this code means something about the order being dropped off. The driver clearly screwed up and still received their large tip from me. The business should just give me the refund already, rather than continuing to blame me for the driver's error. I use this service often and wouldn't mind so much if it hadn't been such an expensive order. Also business needs to either stop blaming customers in general when their drivers make mistakes, or actually train drivers and hold them accountable so that this type of mistake doesn't happen in the first place.
Business Response
Date: 08/02/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 8/1/2025 in the amount of $88.15.
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:07/31/2025
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 am submitting this complaint because Grubhub has repeatedly denied my Low Price Guarantee (LPG) claims, despite my orders meeting all of the programs stated eligibility criteria. Over the past two weeks, I submitted four separate LPG claims for the following orders:Order from NAYA July 14, 2025, $17.14 Order from Kebab Express Halal Grill July 15, 2025, $14.42 Order from Bobwhite Counter July 17, 2025, $16.45 Order from ********* July 19, 2025, $18.05 In each case:I compared my Grubhub order against a lower-priced offer on DoorDash, which is one of the eligible competitors listed in Grubhubs Guarantee policy.I submitted the claim within 48 hours of the order, as required.I included screenshots clearly showing the lower price on DoorDash, with all applicable taxes and fees included in the total.The restaurant and menu items were the same in both apps.Despite following all the rules, all four claims were denied without any clear reason. The only response I received was a generic, automated message telling me to refer to the email for possible reasonsyet the email does not specify which reason applies to my case.When I contacted Grubhub customer service (both through chat and *********** they simply repeated the same vague message without offering any resolution, transparency, or escalation to a human reviewer. I requested a detailed explanation or a second review of my submitted claims and screenshots, but received no help.This program is advertised as a way to guarantee customers the lowest price, yet when valid claims are submitted, Grubhub fails to honor it and refuses to explain why. This is deceptive marketing and unacceptable business practice.
Business Response
Date: 08/02/2025
Hello,
Thank you for reaching out to us about your orders.
We have reviewed each of your request made and we were not able to award a Perk on the orders you submitted for the Grubhub lowest price guarantee. There are multiple reasons why this might have happened and we ask that you refer to the email weve sent for a list of these reasons.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:07/31/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered and had no picture delivery. The hotel confirmed there was no delivery. And I cant show them it was delivered without a photo. I asked for a delivery confirmation and photo delivery and the chat session abruptly ended. I would like a refund for my order.
Business Response
Date: 08/02/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 8/2/2025 in the amount of $24.24.

For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

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

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

Best,

Grubhub
Customer Answer
Date: 08/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ********
Initial Complaint
Date:07/31/2025
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.
Transaction was for 7/31/25. The app kept notifying me about the order is gonna be longer wait. I contacted customer service about the issue. However, instead of refunding the funds back to original card like they have done before when this has happened. In the conversation i stated refund multiple times. However when the *** came back they said credit with no other options or confirming I have been saying refund. They automatically sent it as a credit on the account and refused to send it back to my original payment. Stating they are unable to overturn. I advised to refund it again to my card and they stated they cannot. So I am out of
Business Response
Date: 08/01/2025
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 1, 2025 in the amount of $25.73.
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: 302314074
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:07/31/2025
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.
They failed to deliver the correct food and didn't offer a solution or a refund, and stated it was with policy.
Business Response
Date: 07/31/2025
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 7/31/2025.
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: 302329803
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub

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