Business Profile

Food Delivery

GrubHub

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Complaints

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

Customer Complaints Summary

2,492 total complaints in the last 3 years.
1,006 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I didnt receive this order from Rui tea which I placed via grubhub and grubhub refused to issue a refund nor assist me id like full refund to be issued
Business Response
Date: 09/02/2025
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: 304385742
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:08/31/2025
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.
On 08/ 30/25 at 9:30 PM I ordered ************ from Grub Hub the total amount my order was $29.07 at 10:01 my order was marked out for delivery at 10:28. My order was marked delivered. I did not receive my order so I contacted the delivery person in August toinquire about. Where was my order since he marked it as delivered after numerous times of trying to reach the delivery person I decided to reach to GrubHub when I reached out to Grub Hub I asked them to contact the delivery person on my behalf since it was their company and the delivery worked for their company they had no success of reaching the delivery person after that I was informed that basically they cant compensate me for mydelivery that I did not receive after I told them I have a ring camera on my door that even shows proof that the person never came to my apartment to the order they refuse to give me back my money, knowing that the person never delivered my order to me usually, when your order is delivered toGrubHub, the delivery person takes a picture of your Order as is being delivered to you. Im filing this complaint because basically they told me since I received refunds in the past that theyre allowed to my money for this order and basically Im grateful to still use a platform that I was just robbed my money from because the delivery personstole my food. Its no other reason why a delivery person will mark your order as delivered, knowing they didnt deliver the order and wont pick the phone to tell you where the order was delivered at or even reply by text to let you know any information about your order or Answer for the company that hired them. This is illegal. This company should not get away with doing this to their customers that spend money them, I would never do business with this company again what they are doing is wrong to people like how do you keep somebody money without getting a services that they pay for the delivery person should be face consequences, I want my refund
Business Response
Date: 09/02/2025
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.

Reference: 304353738

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

Best,
Grubhub
Customer Answer
Date: 09/03/2025

Complaint: 23821116

I am rejecting this response because: I never received my order Your delivery person stole my food. I show proof that your delivery person stole my food and youre still saying you cant issue me a refund no one at your delivery person stole my food. Even the company is self, which is your colleagues. Try to get in touch with the delivery person and they didnt respond to me or the business that they work for. All Im asking for is my money back since I did not receive my food that I paid for

Sincerely,

***** ********
Initial Complaint
Date:08/30/2025
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 found out that Grubhub has been charging me a monthly subscription fee of $10.86 without my consent/agreement/knowledge. For context, anyone who has an ****** Prime account can link their account to ********************** and youll get a free Grubhub+ membership for free, and so I should not be charged any fee for a Grubhub+ membership fee. When I contacted cust support, she said the 30day trial has expired and it doesnt show my Amazon Prime account linked. I requested for a history of my account - has my Amazon Prime ever been linked, if it was linked when was it un-linked without my knowledge, but she refused to answer any of these questions. I requested for a full refund of all the charges that were made (1 years worth of charges) but she said she can only refund the most recent one. I never received any email, push notifications from the app, or whatsoever form of contact regarding these charges, and I obviously did not consent/agree to the charges. Why would I agree to pay for a subscription that I should be getting for free with my Amazon Prime account, it just doesnt make sense. Upon further investigation, I learned that many customers have also been charged the same (some for several years) and they have been trying to dispute these charges. Something needs to be done about this. Grubhub is secretly charging their customers without notifying them, and the process to obtain a cancelation or refund is extremely tedious, if its even successful.
Business Response
Date: 09/02/2025
Hello,

Thank you for reaching out to us.

We are so sorry to hear that you are unhappy with the outcome of your Grubhub+ refund request. Unfortunately, we have no way of processing refunds for memberships past 30 days.

Please feel free to reach out to your financial institution to dispute any charges you do not feel are valid, and refer to our Membership Terms of Use ************************************************************* if you have any additional questions or concerns.

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:08/30/2025
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.
They charged for a subscription without warning after 1yr of not using the service, despite getting their subscription for free through ***** sapphire > Lyft pink AND via Amazon prime. When trying to find a customer support link to even chat with them was almost impossible. When a "chat with us" link was found, it was stated to be ai only, and when sending messages even the ai did not respond
Business Response
Date: 08/31/2025
Hello,
We have reviewed your concern and can confirm that the Grubhub+ membership has been canceled.
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: 304403728
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/04/2025

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:08/29/2025
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.
On 8/22/25, I received a promotional email from Grubhub advertising 50% off my next 3 orders of $25 or more. The email subject and call-to-action button clearly stated 50% off, with no immediately visible mention of a cap or maximum discount. Based on this, I placed orders through Grubhubdespite rarely using the platform and typically ordering from DoorDash or **** Eats.8/23/25: ********* subtotal $17.19 8/26/25: ********* subtotal $69.01 8/29/25: Plenty of Fish subtotal $35.48 Only on the third order did I realize that a cap of "$15 off" was being applied. A Grubhub *** then informed me that the promotion stated, "up to $15 off per order," but this was not made clear when I clicked through the promotion in the email. The disc***ancy between what the email advertised ("50% off") and what was actually applied ("up to $15 off") is misleading.This could constitute a bait-and-switch under Californias False Advertising Law (Bus. & Prof. **** *****) and Unfair Competition Law (Bus. & Prof. **** *****), which prohibit misleading or deceptive business practices. I made purchasing decisions based on the belief that I was receiving 50% off each qualifying order. This confusion may also implicate my rights under the Consumer Legal Remedies Act (Civil **** 1770).Additionally, while the ********* order had separate fulfillment issues, which Grubhub addressed with a credit, this complaint is specifically about the promotional mis***resentation.I am requesting a full explanation and appropriate resolution, including refunding the remaining discount value as originally advertised.I uploaded the email advertisement for your review.Thank you.
Business Response
Date: 08/30/2025
Hello,

We have looked into the concern with the 50% promotions on 3 orders.
We reviewed the promotion that states: Order subtotal must be at least $25 (before tax, tip, and fees). Up to $15 value. Fifty percent off (50%) discount will apply to order subtotal only. Users will remain responsible for any applicable tax, fees, and optional tip. The promotion was automatically applied as intended.
For 51333089-5999129, $15 was applied, 93723086-8111140, $15 was applied and 76393083-5789865, $14.38 was applied as there was two items removed from the order.
Reference: 304236636
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/02/2025

Complaint: 23816178

I am rejecting this response because it fails to address the deceptive and misleading nature of the promotion.

While Grubhub claims the promotion was applied as intended, the marketing email I received on 8/22/25 clearly advertised 50% off in both the subject line and the call-to-action (CTA) button, with no clear or conspicuous indication upfront that the offer was capped at $15.

While fine print in the body of the email did mention up to $15, it was not clearly explained and did not override the primary message of receiving 50% off. As a reasonable consumer, I understood 50% off your next 3 orders to mean I would receive 50% off qualifying orders of $25 or more not that the discount would be arbitrarily limited to $15, even on larger orders.

The companys response confirms the discount is 50% off the subtotal, yet two of my orders did not receive the full 50% off as advertised:

Pizza Hut (8/26/25) Subtotal was $69.01; 50% off would be $34.50, but only $15.00 was applied.
Plenty of Fish (8/29/25) Subtotal was $35.48; 50% off would be $17.74, but only $15.00 was applied.

This kind of inconsistent messaging highlighting a bold 50% off offer while quietly limiting it in fine print is misleading and potentially violates Californias False Advertising Law, Unfair Competition Law, and Consumer Legal Remedies Act. It resembles a bait-and-switch tactic.

Grubhubs explanation does not resolve the issue. I request a refund of the difference owed on the two orders based on the full 50% discount, as clearly advertised.

Sincerely,

****** *******
Business Response
Date: 09/04/2025
Hello,

We have reviewed your concern and can confirm that the terms and conditions of the promotion specify it is valid for "up to $15" in value. Based on this, the promotion was applied correctly to your orders.
Reference: 304236636
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/06/2025

Complaint: 23816178

I am rejecting this response because:
Grubhubs response does not resolve my complaint. While the company claims the promotion was applied correctly based on terms in the body of the email, this does not address the misleading nature of the promotions presentation.

The subject line and call-to-action clearly advertised 50% off your next 3 orders. There was no visible disclaimer in these prominent areas stating that the offer was capped at $15 per order. The "$15 cap" was disclosed only in the body of the email and not in a manner that would alert consumers to a limitation that materially changes the value of the promotion.

These two statements 50% off and $15 max are inherently contradictory for orders over $25. They cannot both be true at once. The average consumer would reasonably interpret 50% off your order of $25+ to mean they are receiving 50% off not an arbitrary maximum discount.

This discrepancy likely constitutes a misleading or deceptive practice under:

Californias False Advertising Law (Bus. & ***** **** 17500),
Unfair Competition Law (Bus. & ***** **** *****), and
Consumer Legal Remedies Act (Civil **** 1770).

To resolve this, I am requesting:

A formal acknowledgment that the email created a misleading impression,

A goodwill refund for the difference between the promised 50% and the capped $15 discount on the qualifying orders.

This is a matter of truth in advertising, and I encourage Grubhub to correct the way such promotions are presented to consumers in the future.

Sincerely,
****** *******
Initial Complaint
Date:08/29/2025
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 placed an order from *********. I got my drink but none of my food. So I submitted a request for refund of the missing items. I had to chat with an agent who told me they would not be refunding me due to previous refunds on my account and disconnected the chat. I then called grubhub customer service who told me the exact same thing. I told them I was happy to pay for what I received but I refused to pay for items I never got. The customer service representative also told me they would not be refunding me. They basically said I understand its frustrating but I cant process a refund at this time This isnt right. And I cant even try to get a refund directly from ********* because I ordered through grubhub. I dont understand how they can charge people for items they never received.
Business Response
Date: 08/30/2025
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:304224943
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 09/03/2025

Complaint: 23815066

I am rejecting this response because I ordered items that I didnt receive. It doesnt matter if Ive been refunded in the past. I shouldnt have to pay for something that I never received.

Sincerely,

******** ******
Business Response
Date: 09/04/2025
Hello,

We apologize for the inconvenience you experienced with your recent order.

We have reviewed your account and the details of this order. Unfortunately we are unable to offer a refund or concession at this time. and your status has not changed at this time.

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

Best,

Grubhub
Customer Answer
Date: 09/05/2025

Complaint: 23815066

I am rejecting this response because:

Sincerely,

******** ******
Initial Complaint
Date:08/28/2025
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.
Dear Better Business Bureau,I am filing a complaint against Grubhub for restricting my account and preventing me from accessing $345 in gift card funds tied to my account.I have been a ********************** customer for over three years. During this time, I experienced repeated issues with both drivers and restaurants, such as:Drivers leaving orders at the wrong address or submitting unusable photos (dark, in a car, etc.).Restaurants sending wrong items, missing items, or preparing food incorrectly (sometimes unsafe for my allergies).I documented these problems with hundreds of screenshots and photos. When I disputed charges, they were only for orders that were wrong, incomplete, or undelivered. Despite this, Grubhub has restricted my account in what feels like ************** of August 28, 2025, I cannot use my account or my $345 in gift cards. A representative told me someone would follow up by email, but in past cases, Grubhub has not resolved such issues.This practice is not only unfair, but also unlawful. Under the Credit Card Accountability Responsibility and Disclosure (CARD) Act of 2009, enforced by the ************************ (***), companies cannot withhold or restrict access to legally purchased gift card funds. Illinois consumer protection laws also prohibit businesses from denying access to prepaid balances without cause.Resolution Requested:Immediate reinstatement of my account and release of my $345 gift card balance.Assurance that I will not be penalized for filing legitimate disputes.A review of Grubhubs treatment of customers with valid complaints.I respectfully request the BBBs assistance in this matter.Sincerely,******* ******
Business Response
Date: 08/28/2025
Hello,
Thank you for reaching out to us.
We are sorry for the trouble youve experienced placing an order on Grubhub.
After careful inspection, we have determined what kept your order from processing and have corrected this ********* are now able to place orders on the Grubhub platform via the app and/or the website immediately.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub

Customer Answer
Date: 08/29/2025

Complaint: 23811025

I am rejecting this response because:
I do not accept this case as resolved.
Grubhubs response stated that my account was fixed and that I could immediately place orders. This is not true. I have tested the account and it still does not allow me to place orders. Nothing has changed since before their reply.
I have attached/saved their message for reference. Their statement to the BBB does not match the actual condition of my account, and I feel they are closing the complaint without providing a real solution.
I am requesting that Grubhub:
Actually restore full access to my account so I can use the attached gift card balance.
Provide confirmation in writing of the fix.

Sincerely,
******* ******
Business Response
Date: 08/29/2025
Hello,
Thank you for reaching back out to us.
We are sorry you are still having trouble with placing an order on Grubhub.
We have previously determined what kept your order from processing and have made multiple attempts to correct this error, but received notice from you the issue is unresolved. We have escalated this request to the appropriate team for further review and they will reach out to you directly once completed.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub

Customer Answer
Date: 09/02/2025

Complaint: 23811025

I am rejecting this response because:
This ongoing situation is unacceptable. Grubhub has repeatedly given me the same generic response both in writing and over the phone that my issue has been escalated, yet no one ever follows up with me or provides a concrete explanation. This has been happening for far too long, and it is not how a company should handle its customers.
I am still unable to use my account or place an order, and despite my patience and multiple attempts to resolve this, Grubhub has failed to provide an actual solution. Simply telling me the issue has been escalated is not a resolution it is avoidance.
At this point, I am demanding the following:
A clear and detailed explanation of why my account/order cannot process.
A firm timeline for when this issue will be corrected.
Compensation for the repeated inconvenience, wasted time, and stress caused by Grubhubs failure to properly handle this matter.
Until these steps are taken, I will continue to consider this issue unresolved and will escalate my complaint further if necessary.

Sincerely,

******* ******
Initial Complaint
Date:08/28/2025
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.
On August 27, I placed an order with ************* through Grubhub. The driver only delivered my veggie spring rolls; my two-entree plate and large Coke were missing. When my son asked about the missing items, the driver claimed that what he had in his car was his own food, despite it matching my order. This makes it clear that the driver took my meal.I also sent him a message stating that I would report the incident, and his response was, Go ahead. I contacted Grubhub for help, but nothing was done to resolve the issue. I am now out $24.00 and left without the food I paid for, while Grubhub continues to employ a driver who is stealing from customers.I am requesting an immediate refund for my order and a formal review of this drivers conduct. I want a formal apology and a free meal for the inconvenience.
Business Response
Date: 08/28/2025
Hello,
We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.
Reference: 304126300
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:08/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Grubhub+ has still been charging me subscription since June even though I've asked to not be. I got on disability late June and have been dealing with alot. I saw an email saying to update my payment method so they could charge me. I contacted them right away. I just talked to customer service 15 minutes ago to please cancel and for a refund ..at the very least for the last payment...they acted like at first they could help me then all of a sudden said no i can't. I asked why and they said oh it's been more then 30 days. I told them no, it's been 30 days actually, just barely hit 30 days. N they seemed frustrated and just said. WE CANT refund you. I haven't even used the service! **** eats and door dash seem to have a better customer service all around... makes me not want to use GH..
Business Response
Date: 08/29/2025
Hello,
Thank you for reaching out to us.
We are so sorry to hear that you are unhappy with the outcome of your Grubhub+ refund request.Unfortunately, we have no way of processing refunds for memberships past 30 days.

Please feel free to reach out to your financial institution to dispute any charges you do not feel are valid, and refer to our Membership Terms of Use ************************************************************* if you have any additional questions or concerns.

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:08/27/2025
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 paid ***** for unsatisfactory food. Order number 26023087-0178076. I tried to reach out to grubhub but they told me they dont have credits available! I have listed what happened below and a screenshot of the email they sent me I placed this order at 3:40pm. Grubhub had no one to pick up the order. I reached out to the help team but they were no help. They literally kept saying the same thing over and over. I finally received the pizza and breadsticks at 5:30pm. The pizza and the breadsticks were cold and very unsatisfying by this time of course! am requesting my money back in writing. I want my money back for this full order on my original payment. I DO NOT WANT GRUBHUB credit!!!
Business Response
Date: 08/28/2025
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 8/28/2025.
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: 304174877
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub

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GrubHub is NOT a BBB Accredited Business.