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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

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.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 2,481 total complaints in the last 3 years.
    • 983 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 June 17, 2025, I placed a Grubhub order which was assigned to a driver named ******* in the app. Instead, a man named **** Maicon Dal Pian arrived, texted me only in Portuguese, refused to follow the clearly written gated community delivery instructions, and then sent me unsolicited photos of his Massachusetts drivers license and vehicle to prove his identity confirming that he was not *******. This constituted a clear safety and identity violation, as I had no idea who this man was or how he had access to my personal delivery details.Despite this, the Grubhub app did not update the driver's name, and support failed to respond appropriately to my urgent concerns. Over the course of an hour and a half, I was: Forced to communicate via ****** Translate. Ignored repeatedly by the in-app chat support agent (******** ****** ***** *******), who refused to cancel the order or escalate my safety concerns. Offered only store credit despite the order being over an hour late, delivered by an impersonated driver, and in complete violation of my delivery instructions. Denied a refund until I escalated the matter via phone support and threatened to contact the BBB, FTC, and ********************************************* Regulation. After demanding a supervisor, I spoke with a representative named **** who finally acknowledged the severity of the situation. She processed a refund, issued an escalation report (ref #*********), and apologized for the unacceptable experience. However, this only occurred after extreme persistence on my part.

      Business Response

      Date: 06/18/2025

      Hello,

      We're so sorry to hear about your experience with our services. We appreciate you for taking the time to reach out and share what happened.

      I have passed your feedback on to the relevant team as we make continuous improvements to Grubhub.

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

      Best,

      Grubhub

      Customer Answer

      Date: 06/20/2025

       
      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:06/17/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Im writing this letter because I placed an order on May ******* from Grubhub. The order was canceled because the driver didnt want to deliver my food. I have been talking to them trying to get my refund of $86.86 and they dont want to refund me my money. Im on a fixed income and Im handicap. I would really appreciate your help with this matter.Thank you *****

      Business Response

      Date: 06/17/2025

      Hello,

      Thank you for reaching out to us regarding your order from NORMS Restaurant.

      We apologize for any misunderstanding or inconvenience that may have occurred. We are including a bit more information to help explain how the funds from this transaction may be processed and returned to you.
       
      If a refund is processed in full on an order on the same day as the order was placed, this results in a void in our system which is communicated to your financial institution. 
       
      When your financial institution receives confirmation of the voided authorized amount for the transaction, it falls off of your statement altogether. This occurs because it was voided prior to being settled with your financial institution. 

      If your financial records reflect the original charge has settled, please let your financial institution know that you would like to dispute these charges. We have previously sent an email to you on 6/16/2025, with a copy of the receipt showing this charge was successfully voided and returned to you.

      Reference: #*********

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

      Best,
      Grubhub
       

      Customer Answer

      Date: 06/17/2025

       
      Complaint: 23475654

      I am rejecting this response because:
      I received the message and I don't want this to happen again. 
      I was fighting with them for almost a month and all the representative told me to different things but nobody was willing to help me. 
      Thank you,
      *****
      Sincerely,

      ***** *****

      Business Response

      Date: 06/17/2025

      Hello,

      Thank you for reaching out. We have provided documentation to confirm your funds are not being held by Grubhub. 

      At this time, we recommend contacting your financial institution for the best assistance with your account balance. Your financial institution will be able to assist you with any discrepancies and confirm your transaction history. 

      Reference: #*********

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Someone in *** ordered food using my name and card, even though I live in *****. I called GrubHub and they refused to refund it. Im being charged $60.20 for a criminals food.

      Business Response

      Date: 06/17/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary refund. The refund was processed on June 17, 2025 in the amount of $60.20.

      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: 299323152

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


      Best,
      Grubhub

      Customer Answer

      Date: 06/17/2025

      Better Business Bureau:

      The business resolved the issue so I wanted to close it.

      Sincerely,

      ****** *********

    • Initial Complaint

      Date:06/15/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 are not responding to emails or any other forms on contact. Their website is not loading up my address for nearby deliveries and so I can't use the promo codes they keep emailing me about!

      Business Response

      Date: 06/17/2025

      Hello,

      Thank you for providing feedback regarding your issue with our platform.  We have sent you and email requesting more information so we may research this issue.

      Reference: 299301745

      Let us know if theres anything else we can help with at ******************************************************


      Best,
      Grubhub

      Customer Answer

      Date: 06/20/2025

       
      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:06/13/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Delivery driver left order on a ledge instead of securing order on porch and it fell off ledge and food spilled into sack and they refused to refund order due to another complaint I had which should tell grubhub they need serious improvements card ending in 5222 needs refund *****

      Business Response

      Date: 06/15/2025

      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 June 15, 2025 in the amount of $38.30

      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: 299169280

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/12/2025

      Type:Customer Service Issues
      Status:
      Answered
      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, An account with ********************** was initiated without my consent. I was charged 9.99 for 16 months, I addition to that a $78 and $76.00 renewal fee. I have contacted grubhub via phone and via chat, and I was refunded $9.99. I asked to be refunded the full amount and they could not honor that. I was charged for a service that I did not sign up for and did not ever use. I am contacting you in good faith and I am hoping for a resolution.

      Business Response

      Date: 06/13/2025

      Hello,

      We are sorry to hear about the unauthorized charges made to your payment method on our platform.
      Please note that this is a serious issue and cannot be resolved directly through Grubhub. To address the matter, we strongly recommend that you report the unauthorized charges to your financial institution as soon as possible. They will assist you in taking the necessary steps to protect your account and secure your financial information going forward.
      Reference:298962763
      Please let us know if you have any other questions at ***********************************************************;

      Best,
      Grubhub

      Customer Answer

      Date: 06/16/2025

       
      Complaint: 23460979

      I am rejecting this response because: I would like a refund from grub hub. This was a service that was fraudulent and a service I never used. 

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 through grubhub for ********* and the order was comprised the order was contaminated with bugs i called to report it and the only wanted to refund the drink only when the entire order was comprised.

      Business Response

      Date: 06/13/2025

      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 additional adjustment was processed on 6/13/2025 in the amount of $23.81.

      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: 06/13/2025

       
      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:06/11/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 order through Seamless/GrubHub for food delivery when I don't feel like driving myself. I usually don't have a problem with the restaurant's that I order from, but on 2 occasions, my order was wrong. 1 order that was incorrect came from Dairy Queen. I was supposed to receive a Triple Burger Combo meal, I received a double. I let Seamless/GrubHub know via the app and was told that "We've refunded you $13.25". This is the response you get on the app, even though the money is not in your account. The second order I placed was to The Catfish Kitchen. I placed an order for 4 Piece Catfish, Butterfly Shrimp & Fries. The total came up to $26.03. I received 3 little chicken wings and French Fries. I even called the delivery driver(****). I thought that she gave me someone else's order. She stated that the order I placed, was the only order she had at the time. This particular payment was refunded, but was cancelled on my debit card. Why was the refund cancelled?? Seamless/ GrubHub stated that they were going to refund me, I have called them, but they "Try" to give me the runaround. Please, just refund my money. I didn't get what I ordered.

      Business Response

      Date: 06/12/2025

      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 06/04/2025 in the amount of $26.03.

      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: 298887943

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

      Best,
      Grubhub

      Customer Answer

      Date: 06/13/2025

       
      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:06/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      - Ordered food delivery via GrubHub at 8:31pm. GrubHub stated delivery *** 9:13pm - At 8:50 they changed the *** to 9:35, then to 9:50 - Restaurant claimed the order was long ready and was awaiting for GrubHub to pick it up - When contacted at 9:20, GrubHub stated that the *** would be 10:16pm - Having asked to cancel the order, GrubHub claimed that since the order was in progress they would not cancel it.

      Business Response

      Date: 06/12/2025

      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 6/10/2025 in the amount of $71.41.

      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: 06/20/2025

       
      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:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 6/10/25 I ordered a meal through grubhub. The food came uncooked and unsafe for human consumption. I alerted grubhub to this and was told I would not be receiving a refund for inedible food. I am seeking a full refund as compensation

      Business Response

      Date: 06/12/2025

      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:  298856543

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


      Best,
      Grubhub

    GrubHub is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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