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:09/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the 2nd time, in as many orders, an order was place in app and the delivery time far exceeded estimation at the time of order. The first time, a refund was received. I attempted to use the app again today and have watched the order be handed off to 3 drivers and the estimated time of delivery expanded to nearly 2 hours after the order was placed.Calls to customer support have yielded no results as they will not grant a refund because of the previous problem/refund. Attempts to escalate have been stonewalled as everyone that answers is a "supervisor." Dispute has now been placed with the bank and instructions requested for account deletion. I've never disputed a transaction in my life (that wasn't obvious fraud) and have never made a BBB report :(

  Business Response

  Date: 09/10/2025

  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: 304998367

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

• Initial Complaint

  Date:09/08/2025

  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.

  Hello, I ordered a *** chicken pot pie meal from grubhub on 09/08/25 in the amount of *****. If youve ever had a chicken pot pie youd know there are absolutely no bones in there, upon receiving my pie and taking a spoonful i swallowed a medium sized sharp chicken bone which made my mouth bleed and thank goodness my sister was with me she had to give me the ******** maneuver. Upon calling grubhub about this issue they refused to refund me or give me any sort of compensation they were absolutely no help at all. I deserve my money back !

  Business Response

  Date: 09/10/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on September 9, 2025 in the amount of $23.15.
  
  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: 304969075
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

• Initial Complaint

  Date:09/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an order through the GrubHub website, and I then used the "add to order" section to add "1" thing to my order. I then received two orders, and was charged for two orders. They won't issue a refund, because they say bother were confirmed. The delivery driver only asked for "1" delivery code, so how could he have confirmed "2" orders? I want a refund for one of the orders.

  Business Response

  Date: 09/09/2025

  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 9/9/2025 in the amount of $20.76.

  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:09/08/2025

  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.

  I have been having major problems with this place n want corporate office to step in please I had to cancel my order three times now at 845 pm Florida time ****** claim there's no drivers I want all my money I spent with u all back in my debit card or I will proceed to call my bank n get them involved

  Business Response

  Date: 09/10/2025

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

• Initial Complaint

  Date:09/08/2025

  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 requesting a refund for the food because this was not the item i ordered. When I asked for a refund they denied it I paid for food i didnt even order and they would not help at all. I ordered chicken and broccoli and this is not it as provided in the photo.

  Business Response

  Date: 09/10/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on September 10, 2025 in the amount of $16.66.
  
  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:  305051693
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/8/2025, I placed a ********* order at 11:44am. It was 12:15 and no one picked up the order until 12:55pm. During this time, I have requested them to cancel the order and refund me. They said the order could not be cancelled and refunded until the order was delivered. The order was not delivered until 1:05pm and my entire order was cold and inedible and when I contacted customer service back they could only offer a credit which is what I didnt want. They refused to refund the order even when I asked for a supervisor. I want my money back. Including service fees. The order was 1hr and 20 minutes late and my food was cold. This has been a consistent issue with them taking a long time to deliver the order but for a ********* order close by there was no excuse for an order to take an hour. I told the supervisor that if i dont get a refund I will make a complaint and if necessary dispute the charges with the bank. The only resolution acceptable is a refund back to my card.

  Business Response

  Date: 09/09/2025

  Hello,
  

  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 9/9/2025 in the amount of $19.40.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: 305002115

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

  Customer Answer

  Date: 09/09/2025

   
  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,
  
  ***** **********

• Initial Complaint

  Date:09/08/2025

  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.

  They refused to issue a refund to my card for a cancelled order that was only cancelled and requested to be refunded due to an error on their end. They refused to issue a refund to my card and instead only issue a refund as a "store credit" with a 90 day limit before the credit expires. It's asinine when a company can take my money, force me to cancel my order, then tell me I can only be issued a refund as store credit with a timeframe of when I can use my own money that they are refusing to give back for a service/product that was never provided. It was escalated to a supervisor who refused to credit my card back as well and told me only a store credit would be issued and refused to do anything else to resolve the matter.

  Business Response

  Date: 09/09/2025

  Hello,
  
  We have looked into your issue regarding your refund.  We have submitted for your refund to be processed back to your original form of payment.  Please keep in mind refunds can take up to 5 business days to credit back depending upon your banking institutions processes.
  
  Reference: 305007924
  
  We hope this helps, but please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 09/11/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:09/07/2025

  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.

  Date of transaction: 9/6/25 Placed an order with Grubhub app, waited for the delivery window, delivery driver was still over 40 minutes away from the restaurant location at the END of the delivery window time, not to mention how long it would take to get to my house after that. I messaged grubhub and they said, don't worry about it, Grubhub Guarantee will cover it. They offered $5 credit, I said no. They said they would do full credit of the order, available immediately, so I said fine. Nowhere was I told I would have to pay MORE to be able to use the credit. Today I went to place a different order, to apply my credit and it would not process the order. I removed any promos, I chatted with 2 more representatives, removed and reinstalled the app, still could not place the order. Finally chatted with the escalation team supervisor who said I could only use the credit if I placed an order LARGER than my $115.04 credit! What?! I was never told this at all. It is ridiculous that they took my money for a service and product that they never provided and now they want me to pay them MORE to use a credit for something I already paid them for. I asked them to cancel the credit and issue a refund to the original payment method and they said they could not do that. That is all I want. Give me my money back since you did not provide the goods or service I paid for and since I am now unable to use the credit. This is incredibly poor business practice and I see from the other complaints here that I am far from the only one having these issues.

  Business Response

  Date: 09/08/2025

  Hello,
  

  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 9/8/2025 in the amount of $115.04.

  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: 304956122

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

• Initial Complaint

  Date:09/07/2025

  Type:Customer Service 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.

  Grubhub is still sharing my information with unauthorized authorities and refuses to delete my account. I am currently on the grubhub website and when I removed my credit card information and tried to do other transactions, there was a problem. I want that account closed now.

  Business Response

  Date: 09/08/2025

  Hello,

  We apologize for the inconvenience you experienced with Grubhub and regret that our customer care team was unable to provide the resolution you were hoping for.

  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: 304957766

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

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23852131
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** Willisms

• Initial Complaint

  Date:09/06/2025

  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.

  This is not the first instance or even the 5th instance of this company refusing to issue refunds due to long long wait times. This is the time I have completely lost patience with arguing with customer service for an issue that is not the restaurants fault and not the customers fault. ********************** has tried to fix their issue of massive delays in food delivery by just continuing to push back their food delivery eta, therefore, never late. Today is my last time dealing with this. Today I ordered food from a nearby store as Im moving furniture and didnt have time to go get it myself. I ordered at 12:14pm and it is now almost 2pm and the order still has not arrived. Their customer service has been told they cant issue refunds if the food is already been started. This is unacceptable, that means either the restaurant paying for this service or the customer who has also already paid for this food, will always be the ones covering the cost regardless of what this delivery company does or doesnt do. They issue credits which are a fraction of what this cold food actually costed me today. I paid over 47 dollars for food and tip and service fees for food I still havent received almost 2 hours later.I contacted customer service and they refused to issue a refund. They are now risking delivering food that could be collecting bacteria from now going cold, that is if it actually gets delivered. So I pay either way for no food or cold food. Unbelievable.This is terrible service and I will not be a customer going forward.

  Business Response

  Date: 09/07/2025

  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 Sept. 7, 2025 in the amount of $53.38
  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: 304788958
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub