Complaints

This profile includes complaints for GrubHub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

GrubHub has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/04/2023

  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.

  On July 31 I received an email from GrubHub offering me a 40% discount on 3 orders through August 7, 2023. On August 4, I received a reminder email about the discount and it stated that the 40% would be taken off at checkout. I filled out the order form, but no discount was deducted. I called the customer service line and was told that I had to place all 3 orders before they would deduct the discount. The email coupon does not say this and it made no sense. In an attempt to get further assistance, I called Amazon customer service, since my ********************** membership came from Prime. I explained the problem to agents, each of whom hung up on me. This looks like fraud to me.

  Business Response

  Date: 08/05/2023

  Hello,

  We sincerely apologize for any inconvenience and for any miscommunication. Upon review, the promotion you are inquiring about is still available to use. Please review the terms and conditions on how to redeem the promotion below. Offer valid for delivery orders in ******, **, ************, **, *********, **, *************, **, ******, ** and *******, ** and surrounding areas only. Offer limited to three (3) redemptions per diner. Each order subtotal must be at least $25 (before tax, tip, and fees). Discount will apply to the order subtotal only, up to $15. Users will remain responsible for any applicable tax, fees, and optional tip. To redeem, click on the link above or enter code GET40 at checkout on a qualifying order.

  Expires 8/07/2023 at 11:59 PM EST. May not be applied toward purchases containing alcohol. ***** for intended recipient(s) only. Only valid for personal (non-corporate) accounts. Not valid for orders placed using the Campus Dining in-app feature (including pickup or delivery). May not be combined with cash or certain other discounts. May not be applied toward purchases containing alcohol. Offer and participation are subject to the Grubhub Terms of Use (including the Perks Terms of Use), available at *********************************************************. Grubhub reserves the right to cancel, suspend and/or modify any aspect of or the entirety of this offer, for any reason at any time, with or without notice, including, without limitation, if any fraud or technical failure impairs the integrity or proper functioning of the offer. If you have any questions, please contact our customer support team at *****************************************************.

   

  Best,
  Grubhub

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20426029
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2023

  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.

  Amount of money: $63 gift card Date: August 4th I Redeemed a unused gift card on a CLOSED account that can no longer be used, was NEVER acknowledged by ANYONE at Grubhub through a text or email from support, in regards to my account being shut down, I was not made aware about the whereabouts of the status of my account closure anywhere PRIOR TO ADDING A GIFTCARD or even from long before after, I got suspended. Only when I reached out, after redeeming a gift card and having trouble placing a order, THEN I received a very fast prompt email in regards to my account being closed KEY WORD: AFTER, and this type of business practice is extremely misleading and extremely deceptive to have your account still be able to be logged into, into the app, be able to act like a functioning consumer, being able to browse local restaurants, be able to create orders, add payment methods, and to summarize everything, have the experience of a functioning, non closed account, on a closed account with no message,no explanation regarding the fact that my account is CLOSED. I have a screenshot in the gmail app regarding the date this closed account email was sent, (only after I reached out TODAY, AUGUST 4th and asked why I couldnt place orders),a screenshot visually outlining that,I have NEVER received a email in regards to my account being closed PRIOR to redeeming a gift card and was never ACKNOWLEDGED that my account was closed in the first place. This is proof that I NEVER received one prior to my supposed account closure, was never made aware before today, august 4th 2023. As you can see in the pictures,when I type In grubhub closed the only emails EVER to pop up, are the emails that are from august 4th, 2023 at 5:****, and when you look at the other screenshot where I edit a custom range to look for emails In a specific range date,I go for older than a year NOTHING pops up at all and this is proof that Ive NEVER received any notice prior to today. I want a refund/replacement

  Business Response

  Date: 08/05/2023

  Hello,
  
  Your order did not process because Grubhub recently noticed concerning activity in relation to your order feedback. 
  
  Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved.
  
  After carefully reviewing your account, we are no longer accepting your orders. 
  
  We recommend contacting your financial institution to dispute the charges for your gift cards as well.
  Ref: #*********
  
  Please see our Terms and Conditions for further details
  
  Best,
  Grubhub

  Customer Answer

  Date: 08/07/2023

   
  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:08/04/2023

  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.

  I placed an order online and it duplicated the order and charged me an extra $65 for an order that I never even placed. They refuse to refund that second order because it was already delivered but we weren't informed of the duplicated order until it even arrived. They refuse to refund even after i told them to take the second order back because we didn't order it and I didn't want to be charged for it. This was a system error and I definitely did not place two orders for the exact same items.

  Business Response

  Date: 08/05/2023

  Hello!

  Thank you for reaching out to us, we do apologize for this frustrating experience.  We have processed a refund for the order.

  Please check your email and use the Reference Number #*********, or reach out via ****************************************************** if you have any questions.

  Best,

  Grubhub

• Initial Complaint

  Date:08/04/2023

  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.

  I placed at order with Grubhub around 1:30am on 08/04/2023 and my order was cancelled and then Grubhub updated their website and declare the ********* closed. I received an instant refund and decided to order somewhere else on the website, such as ********** Waiting for my order, I received a call from the driver saying that she couldn't find my location delivery address and was unable to deliver my food. I checked the webpage on my phone and the address was correct, but the address had been changed in my account settings. So ********************** issued me another refund. I tried a third time to order food from ********* and had payment issues, but then was finally able to order from a card that previously was getting denied payment processing. Waiting hours for my order, I called the driver and was told that my order was cancelled by ********* due to placing the order after 4am. That was a lie, I placed my order at 3:23am and have photos of my order with the time. I contacted Grubhub and was told that my order had been delivered, that was a lie because I was still seeing tracking information for my order. My order then soon displayed as delivered and I did not have the food. Grubhub cancelled my order and then issued me yet another refund. I believe that I am being harassed and discriminated against, also retaliated against receiving a email stating that they had closed my account due to refund policy violations. I have yet been able to access their refund policy to see how it was violated, all of the customer service staff are of Asiatic decent and I have had sexual harassment claims made against them in the present and past, and they all lie to me when handling my customer service complaint out of respects to a fellow ******* named *******/Combabadi who is well known for sexual harassment and assault and sexual grooming. I believe that they are handling my account maliciously and unprofessionally and causing racial discrimination against me for the sake of covering a lie.

  Business Response

  Date: 08/05/2023

  Hello,

  Thank you for bringing this to our attention. We were able to look into your issue with your recent orders from ********** and it looks like the address may have been auto-corrected to the opposite direction, for this we always suggestion double checking all of your information within the check out screen to ensure the address, tip, and items are all accurate. The ********** order was cancelled due to our driver arriving to the incorrect location and was not able to deliver to the accurate address which resulted in the order being cancelled. Since the order was cancelled your funds will be returned to your bank within 3 - 5 business days.

  With regards to the issue on discrimination please refer to the email referencing ticket, *********. We take each claim seriously and have conducted a full investigation.  At this time, we have concluded that this incident did not fall under our discrimination policy. Please review Grubhubs Policy Against Discrimination, Sexual and Other Forms of Harassment for more information. While we do not consider this discrimination, we will still document your report and if it continues, we will make sure to review it as needed.

  Finally, we wanted to update you on your account status to the email referencing ticket, 246358994, that your account is open and available to place orders with Grubhub.

  If you have further questions, please reach out via ******************************************************
  Best,
  Grubhub

• Initial Complaint

  Date:08/01/2023

  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.

  Multiple times I have ordered deliveries using this service and the delivery is left in the wrong location or not delivered at all. Every time I request a refund for a missing order or missing items Im told the same standard scripted line Ive received an unusual number of refunds. This is an extremely deceptive tactic and phrasing and its nothing more than an excuse to hide blatant theft. What GrubHub is doing is no different than their driver stealing money directly from my wallet. They need to be investigated and m must stop. They cannot continue to act as if theyre fulfilling orders, collecting peoples money, and ignoring mishandled orders. This has happened so many times its now in the double digits.

  Business Response

  Date: 08/02/2023

  Hello,

  Thank you for your feedback. We have provided your feedback to the correct department for further review and consideration. Although the ************* team is available to field all your concerns, we aim to make the ordering process a respectful, valuable, and honest partnership for all involved. After carefully reviewing your account, we noticed an unusual amount of refunds and/or concessions on this or previous accounts. Therefore, we cannot refund your order at this time. You can go ahead and appeal this decision if you like. To do so, please reference 246175141.Once your appeal is submitted, our specialized team will review it and email you their decision. If you have any questions or concerns, please get in touch with us at *************************************************.

  Best,
  Grubhub

• Initial Complaint

  Date:08/01/2023

  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.

  I am unable to make any order despite having my gift card on my account with balance it doesn't let me order anything. Support is of no help. I'm being scammed? I literally can't use it. Fix this!

  Business Response

  Date: 08/02/2023

  Hello,

  
  Your order did not process because Grubhub recently noticed concerning activity in relation to your order feedback. 
  Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved.
  After carefully reviewing your account, we are no longer accepting your orders. 
  We recommend contacting your financial institution to dispute the charges for your gift cards as well.
  Ref: (245981134)
  Please see our Terms and Conditions for further details
  Best,
  Grubhub

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20408870
  
  I am rejecting this response because:
  You must at least allow me to use the gift card balance remaining as it is 50$
  Sincerely,
  
  Geen Seen

  Business Response

  Date: 08/08/2023

  Hello,
  
  At this time we recommend contacting your financial institution to dispute the charges for your gift card.

  
  Ref: (245981134)
  Please see our Terms and Conditions for further details

  
  Best,
  Grubhub

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20408870
  
  I am rejecting this response because:
  
  Sincerely,
  I don't think you understand. The giftcard is a grubhub giftcard. theres nothing to dispute with my bank.
  Geen Seen

  Business Response

  Date: 08/11/2023

  Hello,
  

  We are very sorry for any miscommunication. Our gift cards are fulfilled by a third party. So, you'll need to contact the place where you originally purchased the gift card to request a refund since we don't have a way to process refunds on gift card purchases. If the vendor cannot, or you do not want to contact them, we suggest contacting your banking institution to dispute the gift card purchase charge.

  Ref: 245981134
  If you have further questions, please reach out via ******************************************************

  Best,
  Grubhub

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20408870
  
  I am rejecting this response because:
  simply allow me to use the gift card as its not bought via a disputable form of payment nor is the vendor refundable.
  Sincerely,
  
  Geen Seen

• Initial Complaint

  Date:07/29/2023

  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.

  Yes today on July 29th 2023 had an issue with GrubHub I recommend this business to no one because I ordered food the order was processed and then cancelled now me and my kids are hungry with no money and no food oh and I have to wait 3-5 business days to get my money back but they was able to take it out of my account within seconds.

  Business Response

  Date: 07/29/2023

  Hello, 
  
  Your order did not process because Grubhub recently noticed concerning activity in relation to your order feedback. 
  
  Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved.
  
  After carefully reviewing your account, we are no longer accepting your orders. Ref: #*********.
  
  Please see our Terms and Conditions for further details.  
  
  Best,
  
  Grubhub 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20394040
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/28/2023

  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 have been trying to get the menu for my business, *************************, removed from Allmenus.com for almost 5 months now. Here is a link to the menu:**************************************************************************** menu is outdated and lists many items that we do not offer anymore as well as prices that are completely incorrect.I've submitted my request via the online form at Allmenus.com multiple times and received no response.At the bottom of the menu listing there is a line that says:"Please tell us by clicking here if you know that any of the information shown is incorrect."If you click the button it takes you to the GrubHub website.I've attempted to contact Allmenus via phone but the phone number listed on their website just leads to GrubHub customer service.I've talked to no less than 8 people in the Escalations Team at GrubHub **************** and they claim that they have attempted to contact Allmenus but have received no response. The last of these calls was Case # ******** and ticket number 245632954.I've sent messages to ************************************* multiple times with no response.I've honestly done everything that I can think of and yet still my menu remains on their site nearly 5 months later.

  Business Response

  Date: 07/29/2023

  Hello, 

  Thank you for reaching out to us. Grubhub has a specific team to assist you. Please follow up with *************** for further assistance. Please contact *************** at *************************************************** or by calling ************. 

  Best, 
  Grubhub

• Initial Complaint

  Date:07/28/2023

  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.

  My account is locked from ordering and I literally just signed up today and linked my LyftPink account. This is so frustrating signing up and not being able to order at all.

  Business Response

  Date: 07/29/2023

  Hello, 

  We apologize for the trouble you experienced placing an order. Since this transaction did not process, it will be reflected on your bank statement as a VOID, and the charge will disappear entirely from your bank statement within 24 hours. 

  Your order did not process because Grubhub noticed concerning activity in relation to your order feedback. Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership. After carefully reviewing your account, we recognize you have upheld those values. We apologize for the unfortunate service you've experienced lately. 

  You are now free to place orders. 

  Ref: #*********

  If you have further questions please reach out via ************************************************************;

  Sorry again for the trouble! 

  Best,
  Grubhub

• Initial Complaint

  Date:07/28/2023

  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.

  Years ago I would use the ******* mobile ordering app for restaurants. ******* has been now acquired by GrubHub. in 2019 ******* out of nowhere canceled my account and any associated with it for no reason - meaning I could now no longer order from any restaurant using their service. I reached out several times to their customer service and was only provided with a generic answer that "the pause was due to an automated security safety protocol and would not be restored". Now fast forward a few years, the app has been bought by Grubhub I believe and there are still restaurants I cannot pre-order from. I reached out once again and was given the same response! I do not understand what the situation is, and the fact that not a single person will even help me is the most infuriating!! It's as if I'm talking to a robot and not humans -- I even tried calling customer service and they flat out refuse like I'm some kind of criminal (which I'm not by the way lol). I just want my accounts either deleted or restored so that I can order from restaurants!! I'm a full time working mom, I rely on apps like this for lunches and dinners on the go!!! This is absolutely insane. I even created a new account with a different email address and they deactivated that one as well. I just want an answer!!! Documents of their email responses provided.

  Business Response

  Date: 07/29/2023

  Hello, 
  
  We do apologize the inconvenience as this is not the experience we would like for you to have. 
  
  Grubhub did acquire Levelup back in 2018. Please check your email and use the Reference Number #********* as we have provided options on how you will be able to successfully submit an order on the Grubhub platform. 
  
  Please feel free to reach out via ****************************************************** if you have any questions. 
  
  Best, 
  Grubhub