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: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 was scammed many times with me not getting my food and the driver stole my food and I asked for a refund and they denied it.

  Business Response

  Date: 08/01/2025

  Hello,
  
  We apologize for the inconvenience caused by an incorrect order reported.

  We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.

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

  You can also reach out to us directly at: ***********************************************************;
  
  Best, 
  Grubhub

• Initial Complaint

  Date:07/30/2025

  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.

  Order ID # *************** I paid 6.40$ for this iced americano pickup order and I didnt receive it as merchant didnt have what I ordered but I contacted grubhub and they claimed refund was processed but I dont see refund on my end pls properly issue the refund

  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 for the item you reported as affected. The adjustment was processed on 7/21/2025 in the amount of $6.40.

  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

• Initial Complaint

  Date:07/30/2025

  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.

  Date of Incident: July 30, 2025 Date Gift Card Was Added: Monday, July 28, 2025 Complaint Details:On July 30, 2025, at around 11:50 AM, I placed an order through Grubhub for sushi. Earlier that week, on Monday, July 28, I had uploaded a $25 gift card to my account. The balance was still showing as active and available at the time of checkout.When I placed the order, I selected the gift card as the payment method. However, shortly after the order was submitted, I received a credit card charge notification on my phone from ***********. Thats how I realized the order had been charged to my credit card ending in 7488 instead of the gift card I selected.I immediately contacted Grubhub to get this corrected and asked them to charge the gift card instead and refund my credit card. The representative I spoke with was unhelpful and escalated me to a supervisor. The supervisor also refused to resolve the issue and claimed I must have selected the wrong payment method. Ive been a Grubhub Plus member for years and know how to use the app. I am confident I selected the gift card, and this was clearly a system error.Grubhub refused to refund my credit card and did not apply the gift card balance to the order. The issue remains unresolved. I am requesting a full refund to my credit card and for the gift card to be properly applied.

  Business Response

  Date: 07/30/2025

  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 7/30/2025.

  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: 302268160

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

• Initial Complaint

  Date:07/30/2025

  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.

  Dear Better Business Bureau,Thank you for taking the time to read my email. I am writing to report a frustrating and unprofessional experience I had with Grubhub on July 29, 2025.I placed an order from a bakery in ********, ********, which included three items. About 20 minutes before delivery, the driver called to inform me that one of the items was unavailable. I explained I did not want a replacement because the item was for my sister, who is currently undergoing cancer treatment and has very limited dietary options. I asked that the item be refunded, and the driver agreed.Despite this, I was still charged. I contacted Grubhub customer service immediately, only to receive a call from a manager who was incredibly rude and dismissive. She informed me that because I had made previous complaints, I would not receive a refund. I was shockedhow does previous feedback justify denying a refund for an item I never received?The managers reasoning made no sense, and her tone was unprofessional and condescending. She refused to issue a refund and instead offered a credit, which I reluctantly accepted. However, the lack of accountability and her poor customer service are what prompted this complaint.I have since canceled my Grubhub membership. No customer should be punished for speaking up about service issuesespecially when those issues stem from delivery errors, missing items, or miscommunications outside of my control. I was also told I needed to call the merchant to verify the missing item, even though the Grubhub driver was the one who informed me of its unavailability.This entire situation has been upsetting, especially since this order was placed with care for my sisters health needs. I felt ignored and mistreated, and I am very disappointed by how this was handled.Thank you for your time and attention. I am happy to provide any additional information if needed.

  Business Response

  Date: 07/30/2025

  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: 302207097

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

• Initial Complaint

  Date:07/30/2025

  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 placed an order that arrived late. The originally assigned driver was miles away and sat in that same area for a great length of time. The order was then marked as "Late" by Grubhub and reassigned to another driver. My entire order arrived cold. I attempted to chat with their customer service, and was told they would not refund my order, but instead offered two $10 credits to be used at separate times. I requested to escalate the issue to a supervisor, who then said they would send me a $20 credit, but still refused to issue a refund for my order. This is the third time this has occurred with Grubhub, an order arriving late and cold. I do not want to use the company any longer and simply want my money refunded. Rather than refunding you for something that is not your fault they force you to continue using them for any relief of their mistakes.

  Business Response

  Date: 07/30/2025

  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 7/30/2025.

  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: 302266813

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

• Initial Complaint

  Date:07/29/2025

  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 placed this order at gongcha and didnt receive Its 33.27$ I paid for I called grubhub and they refused to assist me nor provide a refund

  Business Response

  Date: 07/30/2025

  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 7/25/2025 in the amount of $33.27.

  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: 301937055

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

• Initial Complaint

  Date:07/29/2025

  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.

  Between June 18 and July 12, 2025, I experienced repeated service failures using Grubhub, none of which were caused by me. These include missing items, incorrect orders, late deliveries, and even non-delivery, yet Ive been wrongfully denied refunds and ultimately banned from the platform under false claims of violating their Terms of Service. The incidents are as follows:Jul 12 ********* | Order #********-7148939 | $28.70 Order never received at all after 2 hours of waiting.Jul 12 ************** | Order #********-7121137 | $19.96 Order was late and missing items.Jun 30 Burger King | Order #********-4022114 | $24.67 Order was nearly an hour late.Jun 29 ************* | Order #********-8186075 | $14.65 Order was incorrect.Jun 18 ********* | Order #********-0648668 | $9.52 Items missing. Grubhub had previously agreed that I would not be charged if sauce was missing from any ********* order, due to repeated, admitted negligence by the restaurant in failing to include it.I paid for services that were not delivered, including priority delivery where drivers still made multiple unrelated stops in the complete opposite direction when they was a mile away (or less) from my house. These are failures by Grubhub and/or their partners, not misuse on my part. Yet Im being denied refunds and was banned from using the service without valid cause.I respectfully request reinstatement of my account, and removal of the false claim that I violated their terms.

  Business Response

  Date: 07/30/2025

  Hello,

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

  We apologize for the inconvenience you experienced with your recent orders 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 refund or concession at this time. The ****************** has denied your appeal requests due to the unusual number of refunds or concessions on this or previous accounts. Because of this, we are unable to process a refund or concession.

   This decision is final and the account is not eligible for further appeals.

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

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

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23670743
  
  I am rejecting this response because:
  
  I'm not asking for a refund, I'm asking for my account reinstatement. I'm being accused of breaking the terms and conditions, but when I ask where, I'm not getting an answer as to why or how. As I stated before, and listed in this complaint, most of these issues, especially from the orders I listed down below, are all issues out of my power. I cannot control when a driver will arrive, IF they will even deliver my order, or the restaurant forgetting my food. I'm not getting the service I'm paying for, so as a consumer, I have the right to ask for a refund. That's not unusual. It might be a lot, but I'm sorry, that's not on me, that's on your delivery team or the restaurant itself.
  
  If there is something I can do better, I would, but I do not have the control over the situation to do so, and I'm disabled so I have to be extra careful with my food. Please explain to me which terms of conditions I violated, so I can at least better understand how on MY end I can do better for you. However, if there is nothing there and there is no proof, and you're not giving me this information, I would have to assume that you are just wrongfully terminating my account based on services you promised me, but failed to fulfill and taking it out on me instead of adjusting your training regiment.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/31/2025

  Hello,
  
  Thank you for reaching back out to us, 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, there has been no change to this status.
  
  Reference: ##********* and #*********.
  
  Please let us know if you have any other questions at ***********************************************************;
  

  Best,
  Grubhub

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23670743
  
  I am rejecting this response because:
  
  AGAIN, I am not asking for a refund of a concession.
  
  I'm asking for you to supply which terms of conditions I may of violated, and re-instatement of my account.
  
  
  No refunds, No concessions.
  
  Just account re-instatement.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/28/2025

  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.

  On July 28, I placed an order from Taco Bueno through the Grubhub app. The driver marked the order as delivered, but the food was never received. I attempted to contact the driver, but they did not respond. I spent $25.00 on a meal that was never delivered, and it appears the driver kept it.I am requesting a full refund and an apology from the driver for this unacceptable experience. Please assist me in resolving this matter promptly.

  Business Response

  Date: 07/30/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on July 30, 2025 in the amount of $25.03.
  
  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: 302265200
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,

  Grubhub

• Initial Complaint

  Date:07/28/2025

  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 grub hub for *********** at 5:54pm on 7-28-25. After 30 minutes, I had still not been assigned a driver. Because I know how Grub Hub orders work--that is, the restaurant makes the food and sets it in a waiting area for drivers to pick up--I knew that my food had already been made at this point, and had been sitting for 30 minutes. At this point, I contacted Grub Hub's help chat and told them I wanted to cancel the order and wanted a refund. They refused to cancel the order, stating that the restaurant already had my order so they were unable to cancel. I brought up that by the time my food arrived, it would be well over an hour since it was made and I would not be able to eat it. I asked them again to cancel the order and warned them if they refused to cancel, I would have to file a complaint with the BBB. They offered my a credit on my next order, but would not cancel. At the time I write this, it is over an hour since I placed my order and it is still not here. If Grub Hub cannot supply drivers in a timely manner, they should not take orders. They should also have a time frame guarantee and should not be allowed to change their "expected arrival time." If they can't deliver in the original time frame, they should offer a full refund.

  Business Response

  Date: 07/30/2025

  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 7/30/2025 in the amount of $19.13.

  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: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business provided the requested refund, and this resolution is satisfactory to me. However, I hope they take steps in the future to ensure this does not happen again.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/28/2025

  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.

  ive order food on 0/28/2025 and i got cold food and i reached out to them and they told me that i cant get a refund and its not fair my food was cold

  Business Response

  Date: 07/30/2025

  Hello,
  

  We apologize for the inconvenience caused by receiving your order late and cold. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.

  You can also reach out to us directly at: ***********************************************************;
  
  Best, 
  Grubhub

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23665739
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 07/30/2025

  Attached is phone number and email 

  Business Response

  Date: 07/31/2025

  Hello,
  
  We apologize for the inconvenience caused by your cold order. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.
  
  You can also reach out to us directly at: ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23665739
  
  I am rejecting this response because: attach is is the email and order 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/31/2025

  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