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:09/19/2022

  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.

  Grubhub request: ********* Following no further communication from Grubhub or PayPal regarding the fraudulent charges on PayPal account from 9/13/2022. I DID NOT authorize the transaction to Grubhub to Outback Steakhouse in ************** for a total of $62.38. Upon discovering the charge, I immediately logged in to PayPal updated the payment methods, updated my address, removed the expired card (in the instance this was somehow compromised as well) and changed passwords on BOTH Grubhub AND PayPal. I reached out to grubhub (see attachment screenshot photos) as they identified it was not processed. However, I have been following this transaction very carefully and identified it cleared with PayPal subsequently directly from my checking account on 9/14/2022. My PayPal was used WITHOUT my authorization on 9/13 for a food order I did not place. I live in ******** and the order was delivered apartment housing in **************. I have not received any communication further from Grubhub since my chat conversation with them last night identifying this error. I am requesting a refund of my $62.38 for a purchase I did not make. Three attempts were to both PayPal and Grubhubno resolution or communication received.

  Business Response

  Date: 09/21/2022

  Hello,

  
  Thank you for bringing this matter 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

  Customer Answer

  Date: 09/22/2022

   
  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:09/19/2022

  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 got a FREE 1-year membership to GrubHub because of being an Amazon Prime Member and they cancelled 4 of my orders without any reason. I contacted them via their chat, and they told me someone would get back to me within ***** hours. This was over 2 weeks ago. I have contacted them at least a total of 4 times and even called them and cannot get any answers. Finally, at the last contact, she mentioned something about Suspicious Activity on my account and also that it had been referred to their Escalation Team. Still, this has NOT been resolved. The Suspicious Activity they are talking about is me trying 2 other browsers to see if the order would go through since Chrome sometimes has problems. I just want to be able to use this service without headaches. They NEVER mean what they say or say what they mean because NOBODY ever gets back to you per their ***** hour promise. This coming Friday will be 3 weeks and I am sick and tired of being horsed around. NOBODY WILL HELP ME AND THEM STATING IT HAS GONE TO THEIR ESCALATION TEAM IS A JOKE. NOTHING IS EVER DONE. All I want to do is place my orders without a hassle. Being an Amazon Prime Member was supposed to have perks like this but it has been nothing but a nightmare. Thank you. *****

  Business Response

  Date: 09/21/2022

  Hello, 

   

  We're sorry to hear your orders are not processing to completion and there has been a delay in getting this resolved for you. 

   

  We looked into this for you and have determined why your orders didn't process. We have emailed you with additional details. 

   

  We sincerely apologize for this inconvenience. 

   

  If additional assistance is needed, please feel free to respond to our email. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/22/2022

   
  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:09/19/2022

  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.

  On September 14 2022 I placed an order through Grub hubs service portal. *** order was for ********** *************************. When the order arrived, I opened the bag and immediately realized my order was incorrect. I did not receive two orders of Pozole and 6 tacos. I received an order of Birria, and tortillas. My wife and I shared the 1 order that was sent of ****** as opposed to the meals we actually ordered. I contacted Grub hub to let them know my order was wrong and the tacos were refunded, since we waited about an hour for our food, we ate what was delivered, so did not ask for a complete refund as we should have.On September 16th 2022 I placed an order Burrito Affirmation ********************************* through grub hubs online portal. *** order kept getting pushed back until I eventually received a text that read that my order was delivered. I thought this was some sort of error so I waited a it for the order to be updated. Never happened. I again contacted Customer support to report missing food. This time I was prompted that I could not move forward without speaking to a rep. *** rep then asked me a series of probing questions that eluded to me not seeing the food delivered. I work in front of the window facing the front of my home... Eventually they admitted that the order was delivered to the wrong house. Today I ordered food, and the order was cancelled almost immediately. After contacting customer support they told me the store was closed. Grubhubs website showed otherwise. ***y assured me that my money would be refunded for both of these orders. However, looking at my bank account the order from Friday is still there, and I now have to wait 3-5 business days to get my money back from a order that was canceled. I was told I need to contact my bank to get the money back that they supposably sent back to my bank on the 16th. I want my money back that is owed. I should not have to contact my bank for them to give me my money, for service that was not provided.

  Business Response

  Date: 09/21/2022

  Hello ****************,
  
  Thank you for reaching out to us, we apologize for any confusion. We sent you an email on September 19th with screenshots from our system indicating the status of both transactions/refunds you are waiting for.  
  
  Please be mindful that depending on your banking institution it can take them anywhere from 3-5 business days from the date they were cancelled (not including weekends) for the funds to be made available in your account. We are not able to contact your financial institution with your personal information. 

   

  Best,
  ****************
  Customer Experience Team. 
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18046840
  
  I am rejecting this response because: The screenshot emailed to me was only done so because I called in after two consecutive orders were faulty, and I called in to discuss. This was not done proactively. I was told by your agent that I would need to call my bank, show them this email, so they know that the charge should be reversed. My question is how many customers dont check their bank to see if the charge had been reversed. My bank account still shows that the charge was taken from my account and not reversed. It should not fall on the consumer to fix the mistake of Grubhub. 
  

  Furthermore, having to wait 3-5 business days to have money returned for a mistake that was not mine is unacceptable. Understandably, there are processes outside of your control, I suppose I put too much trust into your business and assumed reccurant mistakes wouldnt happen. Thats a mistake I dont intend to replicate. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We have provided you documentation to show that your funds are not in our possession. Therefore, if there is still a discrepancy, we ask that you please contact your banking institution for additional assistance. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising 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.

  My Grubhub was hacked last Tuesday 9/13/2022. The first order was placed using my name but in **, and I live in ********. I received the order summary to my email as well as a PayPal charge email. After the first order they changed my account email but were able to make another charge which I could only see because of the PayPal charge email. Upon seeing the change of email, I contacted grubhub as they suggest i do. The response was that my issue had been escalated and someone would contact me within 24 to 48 hours. By the end of the day I decide to call. The woman on the phone collected information and said I was unable to close my account while the investigation was being completed and that it could take 45 days for them to close my account. The next day I received another email asking for more information such as the order numbers associated and the amounts. I only had the official recript and order number for the first charge since they changed my email and I didnt get a summary receipt. Since Thursday 9/15/2022 I havent heard from Grubhub. Today 9/19/2022 I called again to the customer service line. Once again they could not update me on what was going on or why it was taking so long. I spoke to a supposed Supervisor, ******, who would not transfer me to anyone else either. She told me hopefully theyll send me an email about the investigation within the next 48 hours once the investigation is complete. I want to be refunded for the two charges and I want my account deleted immediately because I do not intend on ever using this business again. Grubhub has so many similar complaints and inactions and they clearly do not care about the customers.

  Business Response

  Date: 09/20/2022

  Hello, 

   

  Thank you for bringing this matter 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

  Customer Answer

  Date: 09/22/2022

   
  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:09/19/2022

  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.

  My account was used fraudulently and someone had $160 worth of food delivered to ************************. I have never been to ************* and certainly did not authorize the purchase. I have complained and filed a dispute 3 times with Grubhub and they have never followed up or reversed the charge. I even called the driver and told her the order was fraud and to not deliver and she still delivered the order.

  Business Response

  Date: 09/20/2022

  Hello, 

   

  We're sorry to hear someone accessed your account without authorization and there has been a delay in getting this resolved for you. 

   

  Upon review, we were able to see that our Advanced Transaction Review Team have completed their review and have reached out to you by email with additional information. 

   

  If additional assistance is needed, please feel free to respond to the email. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/23/2022

   
  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:09/19/2022

  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 Saturday September 17th I went to make a payment with my card only to be declined. Seeing that I keep tight track of my account I knew that wasn't possible. I go to my online banking only to find out my card was used in ********, which I've never been, on Thursday September 15th while I was at work in ********** and ordered 2 separate grubhub deliveries. One for $39.03 and another for $64 as well as a pending third order for $40 but I Iocked my card before they drained my money. I tried multiple times to get through to Grubhub on the phone as well as the chat option only to be disconnected every time. I don't even have a Grubhub account connected to my card so I'm confused on how the transactions were even authorized. Unfortunately as I look through the complaints this seems to be happening more often. Hopefully there is a solution to this fraud and someone or someone's are held accountable

  Business Response

  Date: 09/21/2022

  Hello *******,
  
  Thank you for reaching out, we apologize for any trouble you may have experienced. We did review and sent you new communication in regards to your account and the refunds processed for the orders in question. Please let us know if you have any further issues or concerns. 

   

  Best,

  Grubhub

• Initial Complaint

  Date:09/18/2022

  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.

  Order was claimed to be delivered yet never received it. Walked around entire complex looking for it. Called. Texted driver with no response. They refused to refund my order saying I've made this claim before missing food etc. I order from same ********** every time so ya, they forget Apple pies constantly. I have a right to dispute if I paid for food I never received. This time was entire order was missing. I put detailed instructions on where to deliver. Driver refused to answer phone.

  Business Response

  Date: 09/20/2022

  Hello, 

   

  We're sorry to hear you did not receive your order and that your matter was not able to be resolved immediately.

   

  While we were unable to initially unable to provide a refund, we have since completed our review and processed a refunded in full for your order. 

   

  We sincerely apologize for any inconvenience this has caused. 

   

  If any additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub

   

• Initial Complaint

  Date:09/18/2022

  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 Wednesday, August 24th, 2022 at 5:16 p.m. CST, I received the following email from Grubhub:We've updated your account email address to *************************** Now, go order something tasty!On Wednesday, August 24th, 2022 at 5:38 p.m. CST, I received the following email from Grubhub:We've updated your Grubhub password. Now, go order something tasty!I did not request that Grubhub change either the email address or password of my Grubhub account. I contacted them on Wednesday, August 24th, 2022 and in a conversation that concluded at 10:44 p.m. CST I told Grubhub that my user account was hacked. I was told by **************** that:******************* will escalate this to our specialized team to have it reviewed and you will be contacted within ***** hours.I did not agree that this was a good plan, given that my account was hacked.I followed up with Grubhub on August 30, 2022 and in a conversation that concluded at 11:25 p.m. asked:Hi there, at what point is my account going to be reinstated after it was hacked?I was told by *********************:I see that this issue has been already reported to our operations team so that they can promptly assist you with this issue. Our team will send you a follow up email within 48 hours regarding this charge.I shared that this was unsatisfactory.This issue has still not been resolved. I've received no correspondence from Grubhub and can only assume that a hacker still has control of my personal Grubhub user account.

  Business Response

  Date: 09/20/2022

  Hello *******,

   

  Thank you for bringing this matter 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
  
  

  Customer Answer

  Date: 09/22/2022

   
  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:09/18/2022

  Type:Sales and Advertising 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 received an email stating my email address had been changed. I emailed Grub Hub and chatted with a rep making them aware that my account was hacked and $55 worth of unathorized charges were made through pay pal. Grub Hub said I would hear back in 48 hours but they have not reached out to me. It's sad thar you trust these businesses to keep your accounts safe and when fraud happens they basically say F you and your money. All I want is to be refunded and my account closed.

  Business Response

  Date: 09/20/2022

  Hello, 

   

  We're sorry to hear that someone accessed your account without authorization. 

   

  Our Advanced Transaction Review Team has looked into this for you and they have sent you two emails with more information, including how you can close your account. 

   

  We apologize for any inconvenience this has caused. 

   

  If additional assistance is needed, please feel free to respond to the emails we sent you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/27/2022

   
  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. They found fraudulent activity on my account and updated my account. They also gave me a refund

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/18/2022

  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 have signed up for grubhub and placed my first order. When I went to pick the order from subway restaurant there was no order in my name and someone else grabbed my order and I am left with a complete different order which is not acceptable. I contacted grubhub and informed about the same and requested for refund. But they made up some story and said due to refunds of account we cannot help and will contact in email later. This was complete nonsense. It was my very first order with grubhub. This is completely unfair practices and request refund back to my card for the order and I do not want any of there promo credits.

  Business Response

  Date: 09/20/2022

  Hello, 
  
  Thank you for contacting Grubhub we have reviewed your account and we are unable to issue a refund for your order at this time. We have sent you a detailed email regarding our decision.
  
  Please let us know if you have any additional questions or concerns. 

  
  
  Best,
  *******