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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.

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    • 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

    • 2,491 total complaints in the last 3 years.
    • 954 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:04/21/2025

      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.
      The driver picked my order up 1sy then went to multiple stops and when I got my food it was ice cold and all they wanted to do is give me 7$ for a 30$ order, pathetic business practice.Anytime my food gets picked up and the driver makes multiple stops to where my food is stone cold I'm going to report your company to the BBB because it's pathetic and stupid you guys allow them to get multiple orders making all the people's food cold, STOP LETTING YOUR DRIVERS GET MULTIPLE ORDERS LIKE IT'S NOT THAT HARD!!

      Business Response

      Date: 04/21/2025

      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 4/21/2025.

      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: 295360706

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

      Best,
      Grubhub

    • Initial Complaint

      Date:04/21/2025

      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.
      Canceled order and did not recieve refund

      Business Response

      Date: 04/22/2025

      Hello,

      We have looked into the issue of your refund and see that it was processed on April 21, 2025.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:04/21/2025

      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.
      I ordered a sandwich and I recieved a sandwich with bacon on it. For a norm person this wouldnt be a problem but im Muslim and cant eat pork. You can imagine how traumatized I am from eating pork when I havent in 13 years. If Im not refunded and given a coupon to use I will proceed with legal action. This incident took place on April ******* account name is *** ***** and the email is ***********************

      Business Response

      Date: 04/22/2025

      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:04/21/2025

      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.
      4/21/2025 312-785-7636 ************************* #********-8832240 I placed an order through Grubhub and received the wrong foodsomeone elses order entirely. I contacted their customer service immediately to report the issue. Instead of offering a refund or redelivery, Grubhub refused to resolve the issue, citing that I had an unusual number of prior contacts and saying there was no change to my status.Their refusal to refund me has nothing to do with the specific incident, which they admitted happened. I paid for a meal, did not receive what I ordered, and was told that because of my account history, I am no longer eligible for refundseven when their service fails.This is unethical and unacceptable. A pattern of mistakes on their end should not result in customers being punished or denied their rights. Their policy essentially punishes repeat victims of bad service.

      Business Response

      Date: 04/21/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on April 21, 2024 in the amount of $22.79.

      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: 295334870

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


      Best,
      Grubhub

      Customer Answer

      Date: 04/25/2025

       
      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:04/21/2025

      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.
      I placed an order for ****** for food to be delivered to my job! Driver didnt speak English read English so was not able to follow delivery instructions or communicate with me! Stated he delivered order and sent pic of food sitting on his front seat! Reached out to **************** who placed a second order! 2nd ****** didnt speak English not call or text regarding my order but stated it delivered and sent pic in traffic on street not a delivery point! Customer agent refused to refund my money and phone call became very unprofessional! Reached out in chat asked several times for a contact to corporate to escalate and was not provided info into I traced a customer escalation team who was no help! Please deactivate my acct as I NEVER want to do business this was my 1st order with you guys and what an experience!

      Business Response

      Date: 04/22/2025

      Hello,

      We have looked into the issue of your refund and see that it was processed on April 20, 2025.

      Reference: 295293592

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

      Best,
      Grubhub

    • Initial Complaint

      Date:04/20/2025

      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.
      We made an order with *********** and someone stole the order. A new driver went to get the order and called GrubHub to explain they just needed to send the order through again so *********** could make it. They said no and told the driver we will mark the order as delivered and if the customer wants a refund they can call. Well I called and they refused to refund me even though the location and the driver called them and told them they didnt have our order because someone stole it. We had to drive to the location and pick the food up which would have cost WAY less so Id like a refund for the extra fees I paid on each items as well as the deliver fee and drivers tip. I added a screenshot of what we ordered on GrubHub and screenshots of the same order on *********** for pickup and all I want is the difference refunded to me in either a check to ********************************************* or refund the card ending in 4443 that I used. The order was under the name ** **** and email *************************

      Business Response

      Date: 04/21/2025

      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: 295292379

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

      Best,
      Grubhub

      Customer Answer

      Date: 04/23/2025

       
      Complaint: 23228625

      I am rejecting this response because:
      the tip you took did not go to a driver and the extra fees I paid for each item is technically theft because I had to go get my own order. If I do not receive a refund I will be disputing this with my bank and have the correct amount taken out. I will not be accepting your response of no refund when you technically stole my money, and this is not the first time. Your customer service employees need to be educated better. I was told by one employee to create another account so I can get my refunds which obviously is not true and I was also told by your driver that you told him on the phone you would be ***orting the food as delivered even though it was not actually delivered. When he told you no please dont do that, your customer service *** told the driver the customer can call us for a refund if they want one. Well, I called and was told no on a refund. That is lying and theft. 


      Sincerely,

      ***** ****

    • Initial Complaint

      Date:04/19/2025

      Type:Delivery 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.
      Order for delivery from Grubhub missing an item, Stouffers Creamed Chipped Beef. Item was in stock at the time the shopper was in the store. Stock was confirmed via phone with me by **** customer service going to the items location in the store and seeing item. Grubhub refuses to deliver item.

      Business Response

      Date: 04/20/2025

      Hello,

      We have looked into this issue with your order on April 19, 2025.   We do see that the missing item was refunded in full. Unfortunately we are not able to provide a redelivery of the missing item once it has been refunded.   

      Reference:  295223110

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


      Best,
      Grubhub

      Customer Answer

      Date: 04/22/2025

       
      Complaint: 23226391

      I am rejecting this response because it is unfair to not deliver the item since it had been in stock during the time of my order and while my order was being shopped. I did not approve a refund for items I ordered that were in stock.

      Sincerely,

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

    • Initial Complaint

      Date:04/17/2025

      Type:Billing 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 am a grubhub driver and have the app. There is a checking account on my app for payment that I do not recognize. I have reached out to grub hub numerous times to remove this account but the account is still there and taking money that Ive earned.

      Business Response

      Date: 04/18/2025

      Hello,

      Thank you for contacting us. Grubhub has a dedicated team that handles inquiries of this nature.

      In order to resolve your concern, we kindly ask that you follow up with ************ for further assistance.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:04/17/2025

      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.
      I ordered food through Grubhub on 4/10/25 but the order was incomplete. I requested a partial refund through the app but Grubhub denied it ever happened and denied me a partial refund. On Monday, 4/14/25 I was informed by a manager named ******* that a "special team" had been assigned to my case and would contact me in 24 to 48 hours. That time has since passed.

      Business Response

      Date: 04/18/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary partial adjustment to your order for the items you reported as affected. The adjustment was processed on 4/18/2025 in the amount of $22.18.

      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: 04/21/2025

       
      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. I'll let GrubHub know if the money doesn't show up in my bank account.

      Sincerely,

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

    • Initial Complaint

      Date:04/17/2025

      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 04/17/2025 I placed an order with Grubhub at 8:08 AM. At 8:59 AM the delivery driver contacted me to tell me that 4 items from my order were unavailable due to limited space in the oven. The unavailable items were 2 apple pies and 2 strawberries and creme pies. Upon delivery of the order, I confirmed that the items were missing from my order and then did a refund request on the Grubhub app. The app stated I needed to contact customer service. I did so via chat and was informed that I would not be receiving a refund due to an unusual number of refund requests. I stated that if they contact the driver, she would confirm that the items were unavailable. The chat agent further refused to refund the items and suggested I call Grubhub. I called Grubhub at 9:22 AM and they told me the same thing as the chat agent. I requested that they reach out to the driver to confirm the items were unavailable. They put me on hold and when they came back to the phone, the agent stated that the driver confirmed the items were unavailable but they were still not able to issue a refund. When I demanded to know how they could deny a refund when it was confirmed by the driver that I did not receive the items, the agent ended the call.

      Business Response

      Date: 04/18/2025

      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 4/18/2025 in the amount of $8.62.

      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: 04/21/2025

       
      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,

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

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