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:05/03/2023

  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.

  I ordered food off of Grubhub. The food was delivered to the neighbors house up the street from me. By the time I was notified and found the food, the food was ice cold. I also just had surgery and that was the reason why I ordered food from Grubhub because I cannot drive and should not be walking around my neighborhood late at night by myself to find my food. I tried contacting Grubhub's guarantee department and they couldn't resolve my complaint. I was looking for an apology and money off of my order. I am disappointed in the service and resolution from Grubhub. I am now looking to reimbursed for my cold meals.

  Business Response

  Date: 05/04/2023

  Hello,

  Thank you for bringing this to our attention. We do apologize for the issues you experienced with your recent order. After reviewing your account we have gone ahead and refunded the order and sent you an email in regards to the order with further details.  

  Thank you again for informing us of the error.  
  
  Best,

  Grubhub

  Customer Answer

  Date: 05/05/2023

   
  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:05/02/2023

  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.

  I made a transaction on Grubhub at ************* Bagels at ************************* and they didnt have what I ordered. So instead of telling me when I picked it up they just gave me something I didnt order. I picked it up and when I was about to eat it I realized it and went back. They said if I wanted something else honestly I just wanted a refund so I can go somewhere else but they said they couldnt and to contact Grubhub. So they took my food and I tried contacting Grubhub they said they couldnt find my order even tho I gave them all the information that was given to me. I felt like I was being talked down too and being mansplained too. It has been the worst experience I have had. This is predatory and wrong it feels like they are taking advantage of college students and thats wrong.

  Business Response

  Date: 05/03/2023

  Hello ******,
  
  We're very sorry to hear about the experience you had with your latest order. This is not the experience we want our customer to have and it appears that we failed to provide you with the best service possible across all fronts. We understand how incredibly frustrating this may have been for you. A full refund has been provided for the order which you expect within 3-5 business days, if not already.
  
  We hope this helps remedy this situation. Please feel free to let ** know if you have further questions or concerns.
  
  Best,
  
  Customer Experience 

• Initial Complaint

  Date:05/01/2023

  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 received a $100 gift card for GrubHub and after I added it to my account and tried to use it, my order failed to go through due to a payment error. I have called/emailed/chatted online multiple times with GrubHub for over a month now and my issue still has not been resolved. Every time I reach out, they say they will escalate my request to a "specialist" and that I will receive a response within a few days. Each response has not been satisfactory as it has not fixed my problem - I still cannot use my gift card. And this last time I reached out via chat, the agent said I would hear from someone within a few days. It has been over a week now and I still have not heard from someone. Apparently my account was flagged and banned/blocked, but aside from recently trying to order using my gift card, I haven't used my account in a very long time so I do not understand why it's banned/blocked. I would like a refund because they are holding onto my gift card and not allowing me to place any orders without any legitimate reason.

  Business Response

  Date: 05/02/2023

  Hello, 

  
  Thank you for bringing this matter about your account and Gift Cards to our attention. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there.
  
  

  Best Regards, 

  
  Grubhub
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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 April 2nd and March 25th **** I made orders using Grubhub. At the time of the transactions I was charged and I received my food.Today 5/1/2023 and yesterday 4/30/2023 Grubhub Adjusted the transactions amounts for both transactions resulting in my cards being charged again. There was no grounds for adjustments to either transaction and I have tried speaking with their representatives which has gotten me nowhere.

  Business Response

  Date: 05/03/2023

  Hello,

  We are sorry to hear about the adjustments that were made on your orders.

  We have looked into this and looked at the photos you have provided , we can see by the photos that the text message was notifying you of the adjustment after it happened. We are sorry that the processor did take a while to fully adjust the line items for your two orders. 

  We can confirm that you were in fact not double charged though. For your account we see only single charges at 3 different Restaurants for each day. 

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

  Best,

  Grubhub

• Initial Complaint

  Date:04/30/2023

  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.

  Placed an order through GH for a creamery. The order is an ice cream pint and a shake and is put in at 6:20 p.m. that *** for delivery is 7:13 p.m. 7:13 comes and goes they extend the *** to 7:20, 7:30, 750, So at around 8:10 p.m. which is over an hour and a half since I placed the order and it's about a 12 minute drive *** from the restaurant to here, I get on the app and chat the guy I explained to him that I can see the driver moving around all on the map but never coming really towards me. He doesn't help and says she'll be there in 5 minutes. I go stand outside she never shows up again see her on the map moving but not coming towards me I chat with GrubHub again explain to them that this is not only annoying but that my order was ice cream so it will melt. I'm then told she'll be there in 5 minutes and I said I don't think she will I think that she's keeping my order making it take a long time so that I'll cancel and I'm not going to cancel. Wait another 5 minutes she's nowhere to be found and on the map she's moved but nowhere near me.i ******* the driver via message and say do you plan on delivering my order she replies yes sorry I'm having issues with my GrubHub app, 10 minutes later do you have an *** because it's ice cream and you've had it for almost 2 hours now and I can see that you are nowhere near me again, she replies saying I might want to cancel because she's having issues. I said no ma'am I won't cancel because this is what I thought was going to happen and you have my order I don't understand why you can't *************** when you were moving around on the map to plenty of other places. So then I called GH on3 hours now they say they tried to call her with no reply and then I received a text from her saying now she's having navigation issues on her phone.GHissues a refund &canceled order. Restaurant is closed cuz it's after 9:00 p.m. they don't offer any credit or something to keep me as a customer after 3+hrs, fraudster driver and no delivery.

  Business Response

  Date: 05/02/2023

  Hello ********,

   

  We're very sorry to hear about the experience you had with your latest order. This is not the experience we want our customer to have and it appears that we failed to provide you with the best service possible across all fronts. After careful review, we can confirm that this order was cancelled past ETA. We understand how incredibly frustrating this may have been for you. As you're aware, a full refund has been provided for the order which you expect within 3-5 business days, if not already. Due to the circumstances, we want to make this right for you; therefore, we have decided to send you a promo code in the amount of $25. Please check your email and enjoy $25 off on us! 

   

  We hope this helps remedy this situation. Please feel free to let us know if you have further questions or concerns.

   

  Best,

   

  Customer Experience 

• Initial Complaint

  Date:04/30/2023

  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 have reached out to GrubHub customer service with regards to an order that arrived cold, in addition to complaints regarding communication issues. These communication issues resulted in the food arriving late, presumably the reason why it was cold.I have requested a refund, and they have been completely unwilling to provide the refund requested, instead insisting that their policy is not to provide refunds. Legally tenuous issues aside, this clearly can't be considered acceptable.Ordered: Apr 30, 2023 6:42:48pm Order number: #********-7419940

  Business Response

  Date: 05/02/2023

  Hello Conor,

   

  We're sorry for the trouble you've experienced with your latest order. After careful consideration, we have refunded the full cost of the order. An email confirmation was sent to the email address linked to your Grubhub account.

  Please let us know if you need further assistance.

   

  Best,

   

  Customer Experience 

  Customer Answer

  Date: 05/03/2023

   
  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:04/30/2023

  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.

  April 30, 2023 Grubhub company and employees failed to quickly cancel/refund me for services and/or products that was never obtained after being ordered utilizing the mobile application to place order for delivery. The products ordered was severely late(over 3hrs) and was canceled due to the untimely services. GRUBHUB customer services was contacted and reps was only useful for sending an email link for customer to fill out an "refund appeal" for the canceled services money to be refunded back to my financial account which in turn could take up to **** business days. GH REPS stated there was unusual activity on the account that redflags the customer for immediate refunds to be looked into thoroughly by a specialist rep. **** was rude and not very helpful with simple customer questions or concerns, sometimes with no direct or clear answers. Most responses was either robo, unclear and unneeded runarounds, not fully factual statements, or unprofessionally ignorant to the customers complaints and concerns as to why this situation is severly and wrongfully mishandled the stressful inconvenience for the complaining customer. There SYSTEM and employees seems to makes you out to be the bad guy or somebody who is mishandling the apps delivery maliciously after one or two canceled orders for legitimate reasons and your now unable to get a refund unless you go thru a **** business day process is a great reason for app and company policy reform. The app and company let me refund but after a wait period only if THEY(GRUBHUB) confirms the refund is acceptable. So basically not only am I NOT receiving my late and canceled delivery, spent 5 secs to buy $35 worth of hard earned money on food but is now delayed to be refunded, I MAY or may not even get a refund, iv spent wasted time and energy and on unacceptable deliveries and unprofessional from within, I am now out of the food ordered, money spent, and time added on to suffer after already suffering the late delivery itself.

  Business Response

  Date: 05/02/2023

  Hello, 

  
  Thank you for bringing this matter to our attention. At this time Grubhub is no longer accepting any orders from this account. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there.

  
  
  Best Regards, 

  
  Grubhub
  

  
  

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 20000944
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* this is a direct response response to grow up to the Better Business Bureau so because I may complaints about my orders you all have now basically closed my account out without any regards. This is uncalled for and this is on business life and this is not satisfactory and something should be done about this whether it's through the Better Business Bureau or somewhere somehow someway somehow. I'm not for sure if the news needs to be involved or whatever it can be but you guys are ripping off your patience patrons. Because regardless if they make one complaint to complaints three complaints if the if the item is unsatisfactory it's unsatisfactory there should be no limitations on whether or not a customer should be able to make a complaint and if they make too many complaints then you are just basically Flagler account and close them out that is unsatisfactory. So I am definitely declining your offer the email that you sent me was bogus

  Business Response

  Date: 05/03/2023

  Hello, 

  Please review our terms of use here: ********************************************************* under "Using Grubhub" for information regarding account closures, and "Payment and Our Credit Policy" for information on refund requests. 

  If you have any additional questions, please get in touch with ** at *************************************************.

  Best, 

  Grubhub 

• Initial Complaint

  Date:04/29/2023

  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.

  I am an independent contractor for GrubHub. In the last 5 months or so, there have been at least 2 instances where I wasn't paid for my work, or time, gas, and effort.I emailed the payment department and explained the situation to them in both instances and they were provided with the information/details they requested but still refused to pay me. They won't fix the addresses in some of our delivery zones, which means that we can't **** arrived when we get to such a restaurant and have to basically drive to where the map pin on the app says it is, **** arrived, then drive to the actual restaurant! This compromises our ability to do our job efficiently, and when the app reassigns an order from us because of the extra time it takes to drive out of the way for some restaurants whose addresses are incorrect or incomplete so that we can **** arrived then drive there, and if we take the food anyway to the customer and provide proof and details of it they STILL WON'T PAY US! Such things wouldn't happen if they'd FIX THE *** PINS AND ADDRESSES but they WON'T! Also, I had gone to pick up an order on 4/27 and long story short another driver came and stole the customer's order by never delivering it to her and they still HAVEN'T PAID ME FOR MY TIME AND GAS going there!!

  Business Response

  Date: 04/29/2023

  Thank you for reaching out to us. Grubhub has a specific team to assist you with your concerns.

  We want to address your issue; however, you must follow up with *********** for further assistance.

  To ensure your issue is sent to the proper team, please contact driver support at  ********************************************************** and select the option ***************** Request Form.
  
  Grubhub
  

  
  

• Initial Complaint

  Date:04/28/2023

  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.

  Date of Attempted Transaction: 4/28/23 Money: Not an issue, since order could not be placed.What the business committed to providing me: The business committed to providing me a buy one medium french fry from Burger King and get another medium french fry for no charge. Their website claimed the free item would be indicated in the itemization of my order prior to payment; however, it did not appear and the reps at Grubhub took me on a "wild ***********" without providing any real resolution.My contention is Grubhub has a pattern and practice of NOT showing discounts at time of checkout, which is a violation of consumer rights and laws in many states.Supporting documentation re my complaint is attached.

  Business Response

  Date: 04/29/2023

  Hello,

  We are very sorry to hear that the promo code was not working properly for your attempted ********************************* have reached out to the Restaurant and let them know that the Promom they are running is not properly coming off. 

  They have assured us that they are working on getting it fixed.

  Thank you again for informing us of the error. We have sent you a follow up email with Free Grub for the inconvenience. 

  Best,

  Grubhub

• Initial Complaint

  Date:04/28/2023

  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.

  I placed an order for a chicken dinner which was supposed to include a biscuit and a side, I paid .60 extra to upgrade the side which was Mac and cheese for my autistic daughter who has food texture issues. She does not like most foods but loves Popeyes Mac and cheese. Which is the main thing I wanted to order, she was waiting on a Covid result and I wanted to do something ************** the dinner was supposed to include a side the extra .60 was extra and only because I wanted a premium side, it was not the price of the side. I received the chicken, no side of any type. I contacted customer service and a rude person named ******* only refunded the extra I paid for the upgrade, not for the missing item. She argued with me, told me the price was only .60! Nowhere does Mac and cheese cost .60! Especially not on Grubhub!! Nothing costs .60 on Grubhub!! She then told me she was transferring me to a supervisor. Told ME not to disconnect but what does she do? She disconnects!! *** tried finding an email to issue a formal complaint with the company but no one is willing to give me one. I have 3 kids, 2 are special needs, plus a full time job, I dont have time to play games with chat rooms! This wouldnt be an issue if the driver checked the order when she picked it up, but none of them do. I would love for the chat agent to be reprimanded and given lessons on dealing with customers. But Ill settle for a refund for what I didnt receive. My daughter had a meltdown because her sisters got to eat and I had to drive up to a Popeyes and get it from another restaurant so she had to wait.

  Business Response

  Date: 04/28/2023

  Hello,

  We are sorry to hear about the order from Popeyes. We would love the chance to make this right and take a look at the order. 

  We can not find the account or order with the information provided through the BBB. Please reach out to us via this link ******************************************************

  Or send us the order number from the recent order. 

  Best,

  Grubhub

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19995685
  
  I am rejecting this response because: they asked for order # which is 14892234-5102383 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/02/2023

  Hello, 

  
  Thank you for providing information that allowed us to identify your account and Order number. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there.
  

  
  Best Regards, 

  
  Grubhub
  

  
  

  Customer Answer

  Date: 05/02/2023

   
  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,
  
  ***************************