Complaints

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

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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

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:04/16/2025

  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 placed an order on Grubhub and it arrived with over half my items missing. I contacted customer service and their only answer was there was nothing that they could do, did I need anything else. I think the driver must have been aware of that I would receive that reply because why else would he assume that he could get away with stealing my order?

  Business Response

  Date: 04/18/2025

  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:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food today through Grubhub for ******* and it was delivered to another door and they refused to give me my money back or redeliver. Spoke with a supervisor ******** and she would not refund or reorder my food. The picture that the driver sent was not my door. I have a different color mat and I did not have a trash can by the door. I called Grubhub and spoke with several people. I shouldnt have to go through all of this and I never received my food. Grubhub stole my money and only tried to give me a $5 credit so I couldnt order my food. I spoke with another supervisor ***** and she also refused. You can clearly see that is not my address. My address is ***** not *****

  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 4/16/2025 in the amount of $36.00 per the appeal won.

  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

   
  Complaint: 23215162
  
  I am rejecting this response because:  yes I received a refund but you did not address any part of how your employees refused to give a refund even though it was clear my order was delivered to the wrong address.  The picture speaks for itself.  The only offered a $5 credit which clearly did not cover the order and I didnt have the food.  It seems there was no concern about that and my account is blocked from placing orders.  I think is was wrong the way I was treated.  We pay a lot of money for convenience and when the order is not the way it should be or we dont receive an our order we should be compensated with no hesitation and not treated like a criminal .  I was very upset about that and you never addressed it which is not great customer service 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service 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 has repeatedly blocked my orders despite being cleared by their Advanced Transaction Review team multiple times (case *********, *********). Agents have stonewalled me and there is absolutely zero response on why this is happening. Essentially, Grubhub has basically told me to take my business elsewhere with their unresponsiveness and repeatedly deceptive and unhelpful customer support agents.This is unacceptable and they clearly have no intention of remaining in business with this disrespectful attitude towards customers.I would like my account to be permanently unblocked and a coupon issued for the multiple issues I have had.

  Customer Answer

  Date: 04/17/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  Ruien ***

• Initial Complaint

  Date:04/15/2025

  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.

  My business name is ******* Sweet Delights and I cancelled my service on the platform in March 2025 after speaking with my advisor. I called 4 times to receive a *** return shipping label to return the tablet and still have not received that. I also just received an email from Grubhub stating they are celebrating another month with me after I advised I canceled service to deliver through their platform.

  Business Response

  Date: 04/16/2025

  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 ********************************************************; or by calling ************.

  Best,
  Grubhub

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23209343
  
  I am rejecting this response because: Grubhub has not sent me a *** label to return the tablet and have not closed my account. Once I receive the Label and my account is closed , I will close my complaint.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/21/2025

  Hello,

  Please be aware, 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 ********************************************************; or by calling ************.

  Best,
  Grubhub

• Initial Complaint

  Date:04/15/2025

  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.

  Im filing this complaint to highlight concerning practices by Grubhub regarding order cancellations, slow support, and retaliatory account closures. While I acknowledge my own escalation in this situation, I believe the companys structure deliberately frustrates users seeking resolution.I placed an order through Grubhub and attempted to cancel it within minutes after noticing an unusually long delivery time. I was told cancellation wasnt possible because the order was already being prepareddespite the apps tracker suggesting otherwise. I contacted support immediately, but due to delays and multiple transfers, over 30 minutes passed before I reached a supervisor. By then, they claimed it was too late to cancel.Frustrated by repeated stalling, vague answers, and refusal to acknowledge the apps conflicting information, I sent a final, intentionally blunt message. I accept responsibility for that tone and understand it led to my account being closed. That said, my frustration was a direct result of support delays and evasive behavior that left me with no fair option.This is not about compensationI am not seeking a refund. Im concerned that other customers may be similarly misled or stalled until resolution windows expire. Grubhubs structure seems designed to delay meaningful help just long enough to deny cancellation or refund requests, then penalize those who push back.I am asking for a formal review of Grubhubs customer support timelines, its cancellation process, and how often account closures follow unresolved disputes. A system that prevents timely help and punishes user frustration isnt just bad serviceits predatory by design.

  Business Response

  Date: 04/16/2025

  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.

  Your Grubhub account has been closed due to a violation of their terms of use, specifically referencing the "Your Content and Conduct" section. Grubhub states they have reviewed the activity and confirmed the violation, resulting in the inability to place further orders with this account. If you believe this closure was an error, you have been provided with a link to an appeals form.

  Reference: 294941339

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

  Grubhub

• Initial Complaint

  Date:04/15/2025

  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 used Grubhub to place a food order for delivery. Was supposed to be delivered 11:45pm-11:55pm, my front door camera was live recording, as I had it turned on watching for my delivery. No delivery ever came and grubhub is refusing to refund. I do have a screenshot of the refusal. This is completely wrong and thievery. I am livid. I will be deactivating the grubhub account. I will also be calling the restaurant. They closed at midnight, right after my order should have been delivered. I called, no answer. I also plan to dispute with my bank if grubhub will not refund.

  Business Response

  Date: 04/16/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The refund was processed on April 15, 2025 in the amount of $24.22.
  
  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: 294914240
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/17/2025

   
  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:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a GrubHub+ account for a number of years and use my debit card for that automatic $9.99 payment made monthly on the 29th. Their service has always been good up to now. Heres what happened:1. I just discovered that since last September, Grubhub as been taking that $9.99 payment out of my account TWICE monthly, on the 4th, in addition to the one in the one on the 29th. That makes nearly $70 extra dollars since September.2. When I called ***************** the representative told me he could only refund one month out of those 7 months of payments. After much discussion, he would not move off that position so I asked to speak with his supervisor.3. Finally, the supervisor, ***** came on the line and flatly refused my request for a full refund or credit. I told him that his refusal was an act of theft, illegal.4. And when I asked to speak to someone else who could make my request happen, he refused saying, that HE, ***** was the end of the line for complaints.5. So I asked **** for the name of his supervisor. He refused, saying that Grubhub doesnt give out that information.6. And when I asked **** for his last name, he refused to give it, saying that Grubhub wont let that information out.7. I told him that his organization is corrupt and hung up. I was so angry that I didnt wait to get my ONE MONTH REFUND. Instead, I went to my account online and cancelled it.

  Business Response

  Date: 04/16/2025

  Hello,

  Thank you for reaching out to us, we have received your request.

  We are so sorry to hear that you are unhappy with the outcome of your Grubhub+ refund request as we are unable to process past 30 days. We were unable to locate a 2nd charge on an additional account owned by you.

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

  Reference: #*********.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23204175
  I am rejecting this response because:
  Sincerely,
  
  ******* ******

  Sadly, it's quite evident that no one in your organization did the proper research of your records OR someone in your organization is skimming the extra payment I have been making to Grub Hub each month since September of 2024 (7 months). This situation is not a banking error/problem. To make things perfectly clear, I am forwarding to you a 7-page document, one for each month with information copied from my credit union account clearly showing 2 monthly Grub Hub payments, on the 2nd and 29th, all on the same dates except for February since that month only has 28 days. Your organization made these extra deletions to my account, not the bank or any other organization.

   

  Business Response

  Date: 04/18/2025

  Hello,
  
  Thank you for reaching back out to **, we have received your updated request.
  
  We have already reviewed your request but was unable to identify this 2nd charge under a Grubhub account owned by you.
  
  We suggest reaching out to your financial institution to dispute this charge for further assistance with securing your financial information.

  Reference: #*********.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub 
  
  

  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23204175
  
  I am rejecting this response because:  Despite the documentation sent to **** Hub they simply doubled down on their refusal to acknowledge that they took double payments for 7 months from my credit union accounts. Stonewalling.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/14/2025

  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.

  Ordered chilis in ********* ******* from GrubHub, the driver messaged me saying someone picked up my food already so I contacted GrubHub for a refund and they not only refused to help they marked my order as delivered!! I never received my food and paid over 50 bucks for this trash service. I am demanding a refund!

  Business Response

  Date: 04/15/2025

  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 on4/15/2025

  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: 294964152

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

  Customer Answer

  Date: 04/17/2025

   
  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,
  
  *** Lack

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grubhub account was suspended with a giftcard credit claimed on the account and an active ********************** plus subscription.I am unable to spend the credit on my account. I also have multiple grubhub giftcards that I am unable to spend because they suspended my account.I have never broken any Grubhub Terms of Service and holding my money from me is illegal.I am requesting them refund me the value of my account credit and gift cards I have or to unsuspend my account so I can use them.

  Business Response

  Date: 04/15/2025

  Hello,
  
  We apologize for the inconvenience caused regarding your account being closed and gift card issue.

  We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided on the closed account as no gift card is showing. You may also fill out the previous appeal link sent to you when the account was closed.

   To assist you further, please reply with the account email address, phone number, or order number associated with your concern so we may review further.

  You can also reach out to us directly at: ***********************************************************;
  
  Best, 
  Grubhub

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23202947
  
  I am rejecting this response because:
  
  After I sent this, my account was unsuspended. Then I was able to place orders again and today again for no reason at all my account was suspended or some sort of ban was placed on it making me unable to place orders. I have not done anything at all to recieve this it is completely random.
  
  Sincerely,
  
  Destin Colon

  Business Response

  Date: 04/21/2025

  Hello,
  
  We have looked into this issue and see that the account was blocked due to a violation of our policies.
  
  Reference: 295374850
  
  Let us know if theres anything else we can help with at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23202947
  
  I am rejecting this response because:
  
  I was not given a reason why it was closed. I have never broken Grubhub TOS.
  
  Tell me why my account was closed if its valid.
  
  Refund me the giftcards I purchased since I can no longer use them. I will provide the codes of them so you can refund them to me.
  
  Sincerely,
  
  Destin Colon

• Initial Complaint

  Date:04/14/2025

  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 ordered almost $60 worth of food for my son and I after just getting home from a vacation. As I was tracking the order, I see the driver is close and the food should be arriving soon. We chose contactless delivery- someone usually knocks or rings the doorbell then sends a picture confirming receipt. I received an automatic text stating delivered but no picture. When i went to grab the food, noting was there. I called the driver 2x and also text. No response. I even drove around my complex to sse if it was delivered to the wrong apt. I immediately called grubhub to let them know my orded never arrived and I would like it reordered because it was **** and we still needed to eat. The *** told me she couldn't issue a refund. Doesnt make any sense since we had no food at all. I even tried the chat option and was given the same response. Unacceptable! The driver steals my food and I am the one who has to pay for it? Almost $60 gone and they only offer me a $5 credit. I have used this company for several years and have spent thousands of dollars. The only other option is to dispute the charges with my bank and I will never use Grubhub again for stealing from me!

  Business Response

  Date: 04/15/2025

  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: 294842543

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