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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

Find a Location

GrubHub has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • GrubHub

      111 W Washington St Ste 2100 Chicago, IL 60602-2783

    • GrubHub

      1026 Commonwealth Ave Boston, MA 02215

    • GrubHub

      280 Summer St # 1 Boston, MA 02210

    Customer Complaints Summary

    • 2,481 total complaints in the last 3 years.
    • 983 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2025

      Type:Sales and Advertising 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.
      I placed an order via grubhub that was never delivered. I reached out to be business and they have no information. Reached out to grubhub and they refuse to refund me. This is one of SEVERAL times they have done this and Ive had to reach BBB for a resolution.

      Business Response

      Date: 06/11/2025

      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 6/11/2025.

      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: 298922333

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/9/25 I ordered on grub hub 2 burritos with meat neither burrito had any meat I also requested green salsa and queso cotija which I never received there was only one thing correct in the whole order I spent $55 on an order that was 90% wrong and was told that they wouldnt be refunding it

      Business Response

      Date: 06/10/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 6/10/2025 in the amount of $33.46.

      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:06/08/2025

      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.
      Ordered from Grub hub and the food was completely cold and it was late getting here and are refusing to make it right and said there is nothing that can be done.

      Business Response

      Date: 06/09/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on June 9, 2025 in the amount of $18.32.

      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: 298778544

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


      Best,
      Grubhub

    • Initial Complaint

      Date:06/07/2025

      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 on june 7 and after 1 hour delayed i started a chat to put a complain, the agent didnt want to help a lot just that i have to wait if i want so finally i was so stress of that zero help and i told her do whatever you want so she did it but i didnt read that she was going to gave me a credit instead my money refund into my bank so i was checking today and i cant get my money so i asked for a chat transcripr to dispute the charge with my bank and they refused to give it to me. I am so dissppointment with the treatment also this credit has an expire date that means if i forget it i am going to lose it. They are having a bad costumer service without solutions. they told me that they cant cancel the credit and give me my money back but they can cancel my order and do whatever they want

      Business Response

      Date: 06/09/2025

      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 Jun 9, 2025 in the amount of $52.68.

      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: 298775964

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

      Best,
      Grubhub

      Customer Answer

      Date: 06/10/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:06/07/2025

      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 June 7, 2025, I placed an order on Grubhub from ********************** My driver arrived at the restaurant and informed me that it was closed. No food was prepared or delivered. I contacted Grubhub support immediately, but they refused to cancel the order or notify the driver. They told me I couldnt get a refund due to my refund history, even though all my past refund requests were due to legitimate service failures (e.g., missed deliveries, wrong items). I received no service or product for this order and was still charged. Refusing a refund in this situation is unacceptable. I have also submitted a refund appeal with Grubhub and received no resolution. Their policies unfairly punish customers for their own service failures, and their support agents claimed they could do nothing to help the driver either. This reflects a lack of accountability and poor treatment of both customers and drivers.

      Business Response

      Date: 06/09/2025

      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 Jun 07, 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: 298639721

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My GrubHub account was hacked and several fraudulent charges/orders were made. I called GrubHub immediately (was literally tracking the orders in real time). All they were able to do was file a report. The person I talked to refused to transfer me to the correct department or let me speak to a manager/supervisor. The only next steps they provided me were to email all my credit card information so they could investigate the charges. I tried to explain how I was just hacked and sending an unsecured email with my credit card information was not going to happen, but she would not budge in helping me further. I said I would be more than happy to give that information to someone over the phone, but she wouldnt budge or give that as an option. I responded to the email twice saying I wanted to speak with a person, and I only received AI responses.

      Business Response

      Date: 06/09/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to the orders you reported.

      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:  298777556

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


      Best,
      Grubhub

      Customer Answer

      Date: 06/10/2025

       
      Complaint: 23437916

      I am rejecting this response because while yes, I have received my refund, there is no acknowledgement that this matter was handled poorly. I should never have been denied the ability to speak to a manager or supervisor nor should my request to talk to someone regarding the fraud be denied. They must address that. 

      Sincerely,

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

    • Initial Complaint

      Date:06/06/2025

      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.
      I ordered from GRUBHUB and the order was delivered to my previous address which is 2 miles away from my current address. I provided the pin not knowing that was the case. When I realized I asked the driver if he could deliver it to my address he said that I should contact GRUBHUB customer service and ask them to change the address in the system only then he will be able to deliver. I asked if I could come and pick it up but he took the order with him and asked me to call customer service which I did and they said they are unable to change the address since the order was already marked delivered it eh system. I tried to contact the driver several times after that but he did not pick up so I lost my order and GRUBHUB didnt even make an effort to co tact the driver and of course they didnt issue any refund. Order number is 06563005-5238841. Order total is $55.88.

      Business Response

      Date: 06/09/2025

      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 6/9/2025.

      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: 298777789

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/06/2025

      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.
      Ordered food it never came. When I called GrubHub they acknowledged that the food wasn't delivered and at the same time acknowledged that they would not be giving a refund. They are knowingly charging me for a service that was never provided and refusing a refund for that service

      Business Response

      Date: 06/09/2025

      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 Jun 06, 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: 298558278

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/06/2025

      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.
      Today I ordered some chipotle from grub hub and I was waiting outside for my order when the driver never even pulled into our house. When we went outside we saw no food and they also took a picture of a random floor outside which we ended up finding. When we looked, there was no food and we have reason to believe they stole it. There is a delivery code that is supposed to be typed in to deliver the food but we were never asked about it and the food was just delivered. When contacted, they said they cannot find our house when the address is literally in the delivery location that we put so there is no reason to deliver it to a random parking lot outside which is where it was placed. Even if you want to test it yourself, type in the address and it will show this specific house which is where the food is supposed to be going to. When we contacted grubhub, they said they cannot provide a refund due to the fact we already had a previous refund which I have never refunded anything on any other account. And the fact that the driver did not follow proper delivery instructions at all when contacted and even decided to give an attitude when we asked also makes us believe he did something to the order which should also call for a refund. It is standard delivery instructions to provide the code or leave it near the address at least which did not happen. There was no help even after multiple phone calls and also it was very very difficult to understand the support who did not even try to help at all. One of them even stated thats good to hear after we said the previous support could not help us. The delivery code was also 16 and we ordered two burritos from ********. it said that it was delivered to our house even though it was in a random parking lot somewhere outside.

      Business Response

      Date: 06/07/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 6/7/2025 in the amount of $38.46.

      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:06/05/2025

      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.
      May 2024 I canceled my GrubHub account via their app. May 2025 I noticed they have been charging me $10.65 every month for the last month. I redownloaded the app to confirm that I deactivated my account and the app said I cannot log in because my account is deactivated. GrubHub illegally and without my consent charged my card 12x! What is the point of deleting my account if they are still going to charge me behind my back.

      Business Response

      Date: 06/06/2025

      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 past 30 days.

      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: #*********.

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

      Best,
      Grubhub

      Customer Answer

      Date: 06/10/2025

       
      Complaint: 23428441

      I am rejecting this response because I want a full refund because GrubHub illegally and without authorization charged my card.  

      Sincerely,

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

      Business Response

      Date: 06/11/2025

      Hello,

      Thank you for reaching back out to ***

      At this time, we recommend contacting your financial institution for the best assistance with your charges past 30 days.

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

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

      Best,
      Grubhub

      Customer Answer

      Date: 06/17/2025

       
      Complaint: 23428441

      I am rejecting this response because I want a full refund for you illegally and without authorization using my credit card even after canceling my account.

      Sincerely,

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

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