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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

    • 2,489 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2025

      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.
      On April 30th, 2025 i ordered food from grub hub and the food care out not cooked well. Food had plantains in them. The food was not cooked well. Fish was spicy.. I reported to grub hub and they are saying that i have had excessive refunds. And its my first order with grub hub. I just moved to this address days ago but they saying that they cant refund i need this adjusted. order number is Order #********-0654518 

      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

      Customer Answer

      Date: 05/05/2025

       
      Complaint: 23271301

      I am rejecting this response because this is a new account and it is my first order with Grubhub so i could not have recieved any refund


      Sincerely,

      Major ****

      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: 05/07/2025

       
      Complaint: 23271301

      I am rejecting this response because I cant wait for 7 days i need my refund

      Sincerely,

      Major ****

    • Initial Complaint

      Date:04/30/2025

      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.
      1. I placed an order using grub hub app.2. In the delivery instructions I clearly stated Do not leave food unattended. Ring my bell and I will come to the door. DO NOT LEAVE FOOD UNATTENDED (see photo). 3.Grubhub deliver person left my food outdoors unattended in an unsealed plastic bag leaving my food vulnerable for someone to tamper with for a long time.4. I called grub hub to notify them and to request a refund. I was transfered to a manager named ****** who refused to provide a refund, I explained that the toggled for contactless deliveries automatically came on and that it was not allowing me to turn off. I asked for his assistance to turn it off so it doesnt confuse delivery person. ****** refused. He said they can do it for some people but not me. He also said its my fault for using grub hub and that I should have used another food delivery company. I ****** did not seem helpful or professional. I requested to speak with his supervisor. ****** said there was no one higher than him, I told him I take this matter seriously and he should too. I told him I will file a formal complaint to seek assistance and if grub hub does not comply I will feel forced to esculate the matter to court. ****** did not seem to care.Therefore, I am contacting BBB for assistance to help me obtain a refund or credit in the amount of $49.33 and fix the glitch in their grub hub app so the contactless feature tighter can be permanently turned off. Under no circumstances do I want my food to be left out unattended. If Grub hub still refuses. I request BBB to please give me the address to Grub hub legal department so I can file a court case against them for a refund.I believe my request is fair and reasonable. Thank you for your time and assistance.

      Business Response

      Date: 04/30/2025

      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 4/30/2025.

      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: 295995829

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

      Best,
      Grubhub

    • Initial Complaint

      Date:04/29/2025

      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 ********* from Grubhub and upon receiving my order, like what always happens, the order was wrong. I attempted to request a refund but was denied even though I had proof that the order was incorrect.

      Business Response

      Date: 05/01/2025

      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:04/29/2025

      Type:Billing 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.
      BECAUSE I CALLED TO HAVE THEM HELP ME WITH THEIR DRIVER HITTING MY MAILBOX. THEY DEACTIVATED MY ACCOUNT

      Business Response

      Date: 05/01/2025

      Grubhub extends its sincere apologies for the user's experience. While we are prepared to address the matter, certain information and procedures are necessary for proper handling. Grubhub requires all data requests originating from third parties, as well as the service of legal documents, to be submitted through a designated online portal. This specific link has been previously provided to the customer for their reference.
      We wish to inform the user that their account has been temporarily suspended due to a violation of Grubhubs Terms of Use. This action is subject to appeal, and the detailed procedures for initiating an appeal have been communicated to the user via email.

      Customer Answer

      Date: 05/02/2025

       
      Complaint: 23266342

      I am rejecting this response because: when I was sent an email that my account was suspended, I asked why and what I could do about it and I was given no information. As the only violation was with their driver not reporting it. I fixed the mailbox out of my pocket. I didnt violate any policy and because the agent I spoke to didnt want to help. There is no way to get anyone to listen to me about the unjustified suspension 

      Sincerely,

      ***** *****

      Business Response

      Date: 05/05/2025

      Hello,

      Thank you for contacting us. Grubhub has a dedicated team that handles inquiries of this nature. Please follow up with ************ for further assistance.

      Please contact ************ at ***************************************************************; and select the option ***************** Request Form.

      Best,
      Grubhub

      Customer Answer

      Date: 05/06/2025

       
      Complaint: 23266342

      I am rejecting this response because: I am a customer not a driver, I just want my customers account reactivated so I can have deliveries made to my house

      Sincerely,

      ***** *****

      Business Response

      Date: 05/09/2025

      Hello,

      We apologize for our previous message and have looked into the issue with your Grubhub customer account.

      Our most recent contact on May 4, 2025 provided the details on the current status of your account with **********************. 

      Reference:296289424
      Let us know if theres anything else we can help with at: ******************************************************

      Best,
      Grubhub

      Customer Answer

      Date: 05/12/2025

       
      Complaint: 23266342

      I am rejecting this response because:
      You still have not addressed the issue that my customer account was deactivated because YOUR driver hit MY mailbox. This has been the issue from day one. No one actually takes care of any issue. 
      Sincerely,

      ***** *****

    • Initial Complaint

      Date:04/29/2025

      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.
      On 4/29 - having received a $35 gift voucher, I attempted to place an order on grubhub, first through the website and then through the app. Both failed saying the order wasn't able to be processed and asked that I contact customer service which I did. The *** in chat just kept saying that someone would reach out to me in 24/48 hrs with a reason why my account was on hold. I connected with another agent and while chatting with them, an email came through asking me to confirm that it was me who attempted to place an order, which I confirmed, stating that I tried multiple times to order. I then received another email within mins of my ***ly stating that they thoroughly reviewed my account and stated I violated terms and conditions and closed my account, asking me to appeal, which I did. I have no clue why my account was blocked as I only used it two times before without issue, have never requested a refund, have never complained about anything, only for them to say I violated terms. I am asking that they restore my account so I can use my gift voucher.

      Business Response

      Date: 04/30/2025

      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.

      We have reviewed your concern. 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: 295939403 

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

      Best,
      Grubhub 

    • Initial Complaint

      Date:04/29/2025

      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.
      Placed an order from ************* from GrubHub. Order placed at 8:27. Dunkin is less than a 2 minute drive from our office. Delivery took more than an HOUR and when it finally arrived, food was cold and inedible. Hot coffee was not included at all, and all the ice in the iced coffee had melted from how long it took. Driver could not speak English, so could not communicate. Multiple attempts to reach ** customer service. offered refund for 1 missing item only. Unacceptable. Waited over an hour and paid over $40 for incomplete order and inedible food. Insulting customer service. Full refund demanded and expected. ** failed.

      Business Response

      Date: 04/30/2025

      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 4/30/2025.

      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: 295994195

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

      Best,
      Grubhub

    • Initial Complaint

      Date:04/29/2025

      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 ordered some food from an ***************** and the food was never delivered. It's been nearly impossible to reach a grubhub customer support person they always put me on hours long hold. They simply stole my $59.81 without rendering any service

      Business Response

      Date: 04/30/2025

      Hello,

      We apologize for the inconvenience caused by delivery order issues reported.

      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

      Customer Answer

      Date: 05/01/2025

       
      Complaint: 23262029

      I am rejecting this response because here's the info:

      Order number: #********-7563605

      Account email: *****************************

      Please resolve this ASAP. Thanks.

      Sincerely,

      ***** ****

      Business Response

      Date: 05/02/2025

      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 5/2/2025 in the amount of $59.81.

      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

    • Initial Complaint

      Date:04/29/2025

      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.
      Driver delivered the wrong order and they refused to refund me I order Taco **** and received wawa

      Business Response

      Date: 04/30/2025

      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 4/30/2025 in the amount of $21.81.

      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

    • Initial Complaint

      Date:04/26/2025

      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.
      Grubhub you guys have to do better with your delivery drivers . I just ordered food for me and my children from rallys . Waited for the food to get here and the grubhub driver called me and told me to meet them halfway. I went outside to get my food and noticed no one was outside, I called their phone and they stated they gave my food to someone else . Why would you not make sure your giving food to the correct person ? And I didn't see anyone outside or in my building so who did they give my food to ? Granted yoy guys are making me a redelivery so I'm happy about that but now me and my children have to wait longer for food we should've already got . Hold these drivers accountable . Stop letting them get away with this , these delivery drivers get a way with this mess on all delivery apps . **** eats , door dash because no one fully hold them accountable. Start firing them or taking money from their check and I bet you this would stop . Every time you guys have to reimburse someone take it out of their checks . I bet they would make sure people get their food then , I bet the theft and everything stop because the drivers steal food as well. Make them also have codes to deliver the food. This is crazy .

      Business Response

      Date: 04/28/2025

      Hello,

      Thank you for providing your feedback regarding your recent experience with Grubhub.

      For your inconvenience we have issued  a $20.00 credit to your Grubhub account.

      Reference: 295854018

      We hope this helps, but please let us know if you have any other questions at ******************************************************


      Best,
      Grubhub

      Customer Answer

      Date: 04/30/2025

       
      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:04/25/2025

      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 ordered a frozen yogurt from 16 Handles for delivery from GrubHub last night. When I got a notification it arrived via SMS, the photo showed the bag of yogurt outside the doors of my apartment complex. I CLEARLY WROTE delivery instructions as follows: "Dial 18 to get in, then deliver to apartment 3e". However, the delivery person just left it outside and left. I had even attempted to chat with him on messaging while he was coming to my apartment, through the app, and he was completely unresponsive.I looked for the bag outside a few minutes after seeing this message and it was not there. My delivery was nowhere to be found in or out my apartment building.I chatted the GrubHub chat to request a refund. They apologized and refused me a refund.I could hardly believe they could have the nerve to deny me a refund for THEIR MISTAKE. So I proceeded to call GrubHub to request a refund. They apologized and refused me a refund.I have the photo of the bag that was left outside my apartment complex. I also took a picture of my doormat outside my unit, showing bag is not there either. All chats and calls should have been recorded by GrubHub.I consider this FRAUD, and although $15 is not much and I AM VERY BUSY, I could not let go of the fact that GrubHub is getting away with practices such as this. If I got victimized for $15, so did many others most likely. Please take legal action, for the safety of many more people. This company SHOULD NOT BE ALLOWED TO DO BUSINESS IN THE *************!For the purposes of your investigation please note, the account I used for order is: ************************* under phone number ************** 

      Business Response

      Date: 04/26/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item you reported as affected. The adjustment was processed on 4/25/2025 in the amount of $14.92.

      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

    GrubHub is NOT a BBB Accredited Business.

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