Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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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

2,489 total complaints in the last 3 years.
951 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:05/04/2025
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.
I placed a order on GrubHub for Wendys on 4/25/2025 and didnt receive all my food submitted a ticket I was told Ill receive a refund for the missing item then on 4/26/2025 ordered Wendys again the same item was missing and was told Ill get a refund then on 4/27/2025 ordered again from Wendys and didnt receive all my items was told again Ill be refunded each time I was told 24 to 48 hours but I never received nothing so I been calling inquiring about my refund and no one has any answers as to what happened to my refund only to say they are working on it they need to escalate the issue because its nothing they can do about it but they constantly hire drivers who steal customers food and the customers shouldnt have to suffer because they have poor hiring practices I have spoken to over 10 supervisors and they all saying this has to sent to upper management I just want my refund!
Business Response
Date: 05/05/2025
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.
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: 296415973
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 05/06/2025

Complaint: 23285155

I am rejecting this response because:
There is three refunds that Grubhub is holding they only released one refund today what about my other refunds!
Sincerely,

******* ****
Business Response
Date: 05/07/2025
Hello,

We have looked into your other refund and have sent you an email with more information.

Reference: 296415973

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

Best,
Grubhub
Customer Answer
Date: 05/08/2025

Complaint: 23285155

I am rejecting this response because:
I still havent been refunded for my 4/25 order adjustments were made to 2 orders and I still havent received my Grubhub credit!
Sincerely,

******* ****
Business Response
Date: 05/10/2025
Hello,

We are sorry that there is still an issue with the charges for orders with ******* from April 25 to 28, 2025
An email has been provided with the original charge and final adjustment posted from our payment processor.
Reference:296415973
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 05/12/2025

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:05/03/2025
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.
I have been using grubhub for food delivery and 2 times the delivery person has failed to follow my delivery instructions, which are call me and handed me the food.
Business Response
Date: 05/05/2025
Hello,

We apologize for the inconvenience you experienced with your recent order. This is definitely not the experience we want you to have with Grubhub.
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: 296387815
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 05/06/2025

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:05/03/2025
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.
I placed an order for delivery on 5/2 and the order number is 60612970-7683561. I experienced diarrhea with this order and then contacted customer service. However, the agent refused to provide any resolution and they do not care about their customers. I just decided to switch from user eats to ********************** but got hit so hard by your customer service. The lack of accountability and empathy shown by your team is unacceptable.
Business Response
Date: 05/04/2025
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:296190156
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 05/05/2025

Complaint: 23281903

I am rejecting this response because it doesn't make any sense. You are just giving your customer runaround.
Sincerely,

***** Huntington
Business Response
Date: 05/06/2025
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 5/6/2025.
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: 296494563
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:05/02/2025
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.
On 5/2/25 I placed an order on the app for 3 items. I also paid extra for "faster" delivery. Here are the concerns:1. Food arrived late. It was the incorrect temperature. 2. The order was prepared incorrectly. 3. When I reached out for assistance, all I was offered was a $5 credit. Paying $30 to have an inedible order delivered is absolutely unacceptable.
Business Response
Date: 05/04/2025
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: 296133301

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

Best,
Grubhub
Customer Answer
Date: 05/05/2025

Complaint: 23278123

I am rejecting this response because:

When businesses frequently do not provide service as expected, then they should expect a higher number of refund requests. I wasnt even requesting a full refund at the time but due to the inconvenience of having to reach out in this method, I now am.

Sincerely,

****** *****
Initial Complaint
Date:05/02/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order from ********* through the GrubHub app. I waited for my order. The driver showed up. He explained to me that he did not have my order because the restaurant was making breakfast and not lunch or dinner. He sent me the screenshot of the chat history between himself and GrubHub support where they were telling him they had an issue cancel the order and then he should proceed And marked the order as delivered. I have the security camera footage. I tried reaching out to *** support through chat, they told me that they were not gonna refund the matter order because I dispute it other orders before I explained to them even on the phone that I never received an order and they are aware that I didnt receive an order And I have the recording on my home security camera show. I didnt receive the order and these crooked a** people are still trying to steal my f****** money telling me that theyre not gonna issue me a refund for an order I paid for that I didnt receive that. Theyre very well aware of that I didnt receive
Business Response
Date: 05/02/2025
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: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:05/02/2025
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 did not receive my food. The delivery driver sent the one Pic with the ceiling as proof of delivery. Refuse to give refund or redeliver my food.
Business Response
Date: 05/04/2025
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:295949547
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub.
Customer Answer
Date: 05/05/2025

Complaint: 23276651

I am rejecting this response because:
I did not receive my food! The driver sent no real proof of delivery.
Sincerely,

******* ******
Business Response
Date: 05/06/2025
Hello,
We have escalated your account to be reviewed by a Specialist. This is still pending review that may take up to the full 7 to 10 business days. You will be contacted via email only if there is a change to your status.
If you do not receive an email communication from us, that means that there has been no change to your status, and we are still unable to process a refund or concession for you.
Reference: #*********.
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer Answer
Date: 05/08/2025

Complaint: 23276651

I am rejecting this response because: i am willing to wait the 7 to 10 business days for a reaponse.

Sincerely,

******* ******
Initial Complaint
Date:05/01/2025
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 ordered from chipotle in ************, ********. I ordered for delivery via GrubHub. The driver was supposed to collect a two digit code from me to confirm that the delivery was completed. However, the driver left the bag of food outside of my apartment building. He left a photo via text message. I went downstairs to search for the bag, and it was gone. I contacted Grubhub to let them know that I did not receive my food because the driver did not follow orders by collecting a two digit code from me. If he had brought it directly to my apartment door as he was supposed to, the food would not have been stolen. But GrubHub refuses to refund me. They refused to re-deliver the order. They insulted me by offering me a five dollar promo code! I am out $14.98. And I want a refund.
Business Response
Date: 05/04/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order on April 29, 2025. The adjustment was processed on May 4, 2025 in the amount of $13.98.

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: 296308931

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

Best,
Grubhub
Initial Complaint
Date:05/01/2025
Type:Billing 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.
A hacker cyber terrorist and identity thief is using a grub hub account with my information to email ************************* grubhub refuses to close the illegal account
Business Response
Date: 05/04/2025
Hello,

We apologize for the inconvenience caused by the issue with your account deletion. 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:05/01/2025
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.
Grubhub is the most dumbest, terrible and money snatching app. I did not even order food, but a store shopping delivery. So i was ordering stuff from a store that shows on their app and can be delivered. (Again this is not a restaurant and the item is not a fresh food, but some drinks from the store shelf)The app automatically used my old address in the profile and ordered delivery to that address which is in a different state. I noticed it the moment the order was placed, and I looked all over the app, and there is no "Cancel" button. The only option to cancel is to chat with customer service, which is where the money snatchers come in. I first chat with one customer service agent, he takes sweet 15 mins, and finally comes back and says the restaurant has started making the food and he cannot cancel. This was the most ridiculous thing, because order was not even at a restaurant. It was going to shop, buying an item and delivering. While this chat fight was going on, I did open my laptop and started another chat were another person joined. This person was able to cancel my order and cancelled it immediately.However now this person says he cannot refund me the money. This is the next most ridiculous thing, that when an order is cancelled, why cant you refund ?He says he will give a store credit, which I thought as ok because I was just going to change the address and order the same stuff again on the same day. But guess what, the store credit he says is there on my account, does not work, the checkout button does not work if I use the credit he talks about, and says he cannot do anything if the app is not working and he cannot refund money to my card. So these scammer scammed me my money, for such a big company, they are cheap ***** thieves.
Business Response
Date: 05/02/2025
Hello,

We apologize for the inconvenience caused by your order not going as planned.
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:04/30/2025
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.
We ordered from here despite poor previous service. Once again, items are missing! Either (****) the driver took the items for himself or didnt pick up all of them. We use their service most due to faster delivery despite all their flaws because we trust they will be an honest business and rectify the issues they have with their service. Instead of providing the refund they only want to give a $5 credit! Two bags of chips and queso along with an extra queso dip were missing totaling $17.80+tax! Not to mention a $4 tip to a driver who cannot even check to ensure the order is accurate. We will never use this service ever again! **** are rude and refusing to refund for products never received is fraud and theft! We deserve full reimbursement and we will be permanently deleting our account. My son is a cancer patient and it has been an extremely long day! We dont have extra $ to waste or be stolen from us by dishonest people and companies! No excuse for this. Now half his meal never arrived and we are punished and stolen from for their poor service. UNACCEPTABLE! Full refund to original payment method for the missing items plus taxes and tip amount.
Business Response
Date: 05/02/2025
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. However, you do have the option to submit a written Refund Appeal.
If you are interested in this option, please reach out to us at the link provided below so we can assist you with that process.
We see the link was previously sent to you per the reference number below.
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub

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GrubHub is NOT a BBB Accredited Business.