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

2,489 total complaints in the last 3 years.
1,005 complaints closed in the last 12 months.

If you've experienced an issue

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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:07/28/2025
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.
I made a complaint after tiredly trying several times to speak to a Manager. *********** and chat **** are unknowledgeable about policies and sound like they are reading from words on a computer. When I did get a real **** the *** was rude. I told her because she couldn't answer my questions about my account being restricted she was even more rude. So I asked for a manager..to which she ***lied she and the people who answer the phones are manager. I was very frustrated it was the 3rd time I was told I was not going to be compensated or my items redelivered or just we can't do anything if a couple of items are missing. The *** proceeded to tell me when I said my lines are recorded (I have a eye disability( and I was calling the BBB, she told me she was going to close my account. I got my refund the next ******* was in the form of credits. Which was fine. 20 min later I get another email saying my account was CLOSED. I don't have a problem with the account closing. Their service *** accountability *****. First they say I got too many Grub hub guarantees *** then it was too many refunds. I have $105.37 in refund credits. I request my credits ne returned to my card ending un ***** or reopen the account so I can use them.But they are not closing without giving me back ALL ********! Very ******************* are provided. I have 400k followers on 5 different platforms and I will show my proof!
Business Response
Date: 07/29/2025
Hello,

Your account was flagged due to it being in violation of Grubhub's terms of use.

We have conducted a full review of this activity and have determined that it was in violation of our policies. This account is now closed, and no orders can be placed from this account at this time.

If you believe this decision was made in error and would like to appeal, please reference your email.

Reference: 301942513

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

Best,

Grubhub
Customer Answer
Date: 07/30/2025

Complaint: 23662698

I am rejecting this response because: Grubhub customer service representatives continues to lie about the circumstances of what happened with my deliveries. Grubhub has it to where I can have the refund but the account is closed. I did already file a claim, but Grubhub refuses to have anyone from the company contact me about the incident. I do ******** if the account is closed. I just want the money that I cannot use unless Grubhub refunds or opens the accounts. I respectfully request $105.37 back to my bank card ending in *****. Grubhub was not truthful about why my account was closed. See screenshots. It says to add new debit cards and make an order. The account does NOT say closed. The money is still available. I just cannot make an order. So which one is it Grubhub? I will.npt stop until I get my money back!

Sincerely,

Kewanee ******-*******
Business Response
Date: 07/30/2025
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.
Reference: 301942513
Let us know if theres anything else we can help with at ******************************************************
Best,
Grubhub
Customer Answer
Date: 07/31/2025

Complaint: 23662698

I am rejecting this response because: Reference: 301942513
You owe me $105.37. You have apologized for my inconvenience, but have closed my account. I have made effortless attempts by filing claims and attempting to speak to someone. This proves that Grubhub avoids its customers. I want my refund to the card ending in ***** or I will take my evidence and go to the NEWS channels.

Sincerely,

Kewanee ******-*******
Initial Complaint
Date:07/27/2025
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.
This evening I purchased an order from a restaurant called ********. First a notification said my food will be delivered 6:22pm. Then at 6:30 the delivery time changed to 6:59pm at 7pm the delivery time changed to 7:22pm.this is ridicolous! I was concerned about the actual time my food will arrive. I called the Soulkofa & the delivery driver there was no answer. I called Grubhub. The representative apologized and canceled the order. He said he will give me a refund in the app plus a $5 credit for me to use immefiately. I did not receive the credit so I asked to speak with a supervisor. The representative apologized and said the credits will appear at the checkout when I place my order. I hung up and attempted to place my order then a notification appeared saying theres an error in their site. I tried several times to place my order when the manager called me back. I explained what *******. It seems he did trouble shooting so I can place my order. But my refund nor, credit nor the extra $5 payment was present. The manager began being rude and hostile towards me accusing me of having my credit. I told him I took screen shots and will send it to him. He just kept arguing with me oppose to helping me place my order using my refund to pay. The call was recorded with everyone permission. I will gladly send it to you if you instruct me how to forward an audio conversation. You will hear the manager speaking very rude, contradicting himself and basically wanting to keep my refund. This entire experience was wrong, unacceptable and handeled poorly by the restaurant, delivery driver and Grubhub. As of now they have my money and I have no refund on the app nor, on my bank card and the manager did absolutely nothing to make sure I receive my money. Bbb I ask for your help to prevent this from escalating to a court case, thank you
Business Response
Date: 07/29/2025
Hello,

Thank you for your inquiry regarding the Grubhub Credit applied to your account.

We understand your concerns regarding the issues with your order. The credit was applied to provide a swift resolution, allowing you to reorder immediately.

We have escalated this request to the appropriate team for further review, they will reach out to you by email directly once completed.

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

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

Best,
Grubhub

Customer Answer
Date: 07/31/2025

Complaint: 23661758

I am rejecting this response because: Grubhub sent me a generic message via BBB stating they received my complaint and will look into the matter then contact me via email. The email I received said they will take back the $5.00 inconveniences credit they offered when I made the verbal complaint to the) AND Grubbhub said they will only give me a refund for less than what I paid Eventhough the order was canceled because it was an hour late and Eventhough I never received the good. There was not a credit issued onto my account for me to immefiately purchase another order at a different restaurant as promised. And as of now I never received a refund into my credit card. Even if the refund or credit was issued as promised its for a much lower amount than I was billed. The BBB only provide me with a few days to respond so this is my up to date response. It seems that Grub hub is forcing me to esculate this matter to a court case because they have not issued me any credits on my Grubhub account, I have not received the refund into my account, and according to them the refund is much less than the bill amount. Such a big discrepancy and they never sent my food, They never made arrangement for me to come to pick up a gift card providing me with a full refund. And they never sent me a check with the refund. No pending refund is showing its being processed by my bank to confirm that a refund is in process.
Therefore, I do not accept Grubhub offer. If BBB is unsuccessful in helping me obtain my refund then I have not received the other choice than to file a court case. I will also sue for loss of wage and travel expenses for the time Grubhub hub is forcing upon me when all they had to do was simply give me my refund or credits as promised. Since I no longer want any business with Grubhub I want my money returned to my bank account. I am furious with grub hub because all this nonsense could have easily been prevented.

Sincerely,

Ms
Business Response
Date: 07/31/2025
Hello,
Thank you for your inquiry regarding the Grubhub Credit applied to your account.We understand your concerns regarding the issues with your order.
The credit was applied to provide a swift resolution, allowing you to reorder immediately.The appropriate team has been able to cancel that Credit to your Customer account and provide the refund back to your original payment method. Please allow 3-5 business days after 07/29/25 for the refund to be processed to you.
Reference: #*********
Please let us know if you have any other questions at ******************************************************
Best,
Grubhub
Initial Complaint
Date:07/27/2025
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.
So i palced an order from wingstop i ordered 3 orders of plain chicken strips and they brought me spicy strips here is a picture of the order i will be providing and when i contacted Grubhub they denied refunding me my order why should i pay for something i cant eat and i didnt eat? I suffer from gastritis
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(s) you reported as affected. The adjustment was processed on 7/29/2025 in the amount of $44.55.
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:07/27/2025
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 an order through their platform for steak, tartare, and carpaccio. The food arrived in an unacceptable condition and was inedible. The steak was mushy and raw, the tartare was rotten with a foul smell, and the guacamole was completely disgusting. To top it off, the carpaccio was missing entirely. It took me over two hours to locate my delivery, which had been placed at the wrong address, and by the time I received it, the food was soggy and unsafe to consume.When I reached out to Grubhub to request a refund for this awful experience, I was shocked to find that my request was denied. Not only was the food inedible, but it was also unsafe, and they are now trying to charge me for a meal that I couldn't even eat. Their refusal to refund me is unacceptable, especially considering this was a clear case of poor quality and mishandling on their part.I am extremely disappointed with how this situation has been handled. No customer should be subjected to paying for food that is unsafe to consume. I demand a full refund for this order and expect better service moving forward.
Business Response
Date: 07/29/2025
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:07/27/2025
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 my order from tscoa but grubhub cs refused to refund me Id like full refund to be issue for the order *************** I paid 29.93$ for this order
Business Response
Date: 07/29/2025
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:07/26/2025
Type:Customer Service 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.
We do not eat meat for religious reasons. They covered the pasta in meat, which wasnt ordered. They refuse to refund us. This is illegal and discriminatory.
Business Response
Date: 07/29/2025
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 7/28/2025 in the amount of $79.49.
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 ********, and find that this resolution is satisfactory to me. However, they really need to reassess their determination to auto-reject refunds.

Sincerely,

**** *****
Initial Complaint
Date:07/26/2025
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.
Im filing complaint as I placed this order for delivery at playabowls but didnt receive but grubhub cs refused to assist me Id like refund issued ***************
Business Response
Date: 07/28/2025
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:301996820
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:07/26/2025
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.
Dear Grubhub Customer Service,I'm writing to express my deep dissatisfaction with a recent experience involving order #********-8761631. The order was never delivered, and despite repeated attempts, the assigned driver failed to answer any calls or messages. This situation is especially upsetting because it is not the first time Ive encountered service failure with Grubhub.While I did receive a refund, this gesture falls short given the circumstances. The order was meant to feed several hungry guests who had just completed a seven-hour journey. Your platform made a promise to deliver a reliable serviceand that promise was broken, causing disappointment and inconvenience during a critical moment.I believe a more substantial gesture of goodwill is warranted, such as a larger gift card and a formal apology. If this issue is not addressed meaningfully, I will have no choice but to stop using Grubhub and take my business elsewhere.Ive included screenshots showing my attempts to contact the courier, who failed to respond. The images also show his location moving farther away from my address, which adds to the confusion and concern. Im requesting a formal investigation into this incident and a resolution that acknowledges the poor treatment I received.I hope youll take this complaint seriously and respond promptly. I want the contact by email.Sincerely, Dr. ****** B. *******
Business Response
Date: 07/28/2025
Hello,

We are sorry for the experience that you had with your delivery order from ************************** on July 26, 2025.
The order is in process of being refunded to the original form of payment used on the order.
We have added $35.00 in Grubhub Credit and with the $5 that was previous issued, it totals $40.00. This is valid to use within 30 days on your next order with Grubhub.
Reference:301995535
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub

Customer Answer
Date: 07/29/2025

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,

Dr ****** *******
Initial Complaint
Date:07/26/2025
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 7/25/2025, I placed an order through GrubHub with a restaurant that allowed special requests. As part of my order, I noted to not make the food spicy and make without cilantro. The ingredients do not list cilantro, however, we have a food allergy in the family so I stated the requirement to be safe. The meal arrived with a ton of cilantro added to every dish as though they read my instructions completely wrong, even though it literally said NO CILANTRO PLEASE. We couldnt eat any of it making it a total waste of money. GRUBHUB refused to refund my order and I even went through their appeal process. They do nothing to protect customers anymore and its as though they are literally stealing money from us.
Business Response
Date: 07/28/2025
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 28, 2025 in the amount of $55.27.

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: 302131582

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

Best,
Grubhub
Customer Answer
Date: 08/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I truly hope their customer service improves and provides better protection for the customer in the future.

Sincerely,

******
Initial Complaint
Date:07/26/2025
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.
THIS HAS BEEN ONGOING WITH THIS COMPANY FOR MONTHS NOW, ORDERS NOT DELIVERED, ORDERS DELAYED THAT END UP ARRIVING ICE COLD AND INEDIBLE, ORDERS INCORRECTLY MADE, ETC. ETC. TODAY I PLACED A SMALL ORDER THAT WAS TO BOOST MY BLOOD SUGAR, I AM A HEART PATIENT WITH RECENT OPEN HEART SURGERY AND HAVE CERTAIN DIETARY NEEDS AND ONLY CERTAIN TIMES I CAN EAT WHILE IN MY OFFICE. THESE PEOPLE HAVE BEEN MESSING WITH ME FOR MONTHS AND I HAVE BEEN USING THEM FOR LITERALLY YEARS, AND AM A PLUS MEMBER THRU MY AMAZON PRIME ACCOUNT. THIS MORNING, ONCE AGAIN, THEY HAD TO CANCEL MY ORDER AND I AM QUITE ILL FROM NO FOOD AS MY SUGAR HAS DROPPED BADLY IN THE LAST COUPLE OF HOURS...I HAD TO CONTACT THEM THREE TIMES, THEY KEPT SAYING IT WOULD BE THERE, THEN FINALLY THEY DECIDED TO CANCEL MY FOOD, NOW I AM HERE AT MY OFFICE, NO FOOD, ILL AND AT 72 YEARS OLD DO NOT APPRECIATE HOW I HAVE BEEN ABUSED BY THIS COMPANY. I WANT COMPENSATION FOR ALL THE ********* THEY HAVE MADE TOWARDS ME AND I WANT 200 ******* WORTH OF CREDIT FOR MY TROUBLE AND ILLNESS CAUSED BY THEIR INEPTNESS., THERE IS NO EXCUSE FOR HOW THEY HAVE TREATED ME AND MY LONG STANDING ACCOUNT HERE IN ***********.
Business Response
Date: 07/28/2025
Hello,

We apologize for the inconvenience caused by issue with Grubhub delivery. We have made efforts to investigate this matter, but we were unable to locate any order with the amount based on the details provided. To assist you further, please reply with the order number associated with your concern.
You can also reach out to us directly at: ***********************************************************;

Best,
Grubhub

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