Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,491 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.

Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on Grubhub from ****** only to have the delivery driver steal my order and eat it. The delivery photo is clearly blurry. When I stepped outside it wasnt there
Business Response
Date: 04/10/2025
Hello,
We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. However, you do have the option to submit a written Refund Appeal. If you are interested in this option, please reach out to us at the link provided below so we can assist you with that process.
Reference: 294494421
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 04/11/2025

Complaint: 23182818

I am rejecting this response because:

Sincerely, no refund

****** ********
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been receiving calls and text messages from drivers that are delivering for someone else. I don't have an account on **********************, never used it. Someone is using my phone number in their account.
Business Response
Date: 04/10/2025
Hello,
We are sorry to hear about the messages you have been receiving about orders you have not placed.
We will reach out to the account owner and let them know they have an incorrect phone number on their account. Please let us know if you continue to receive any messages about an order you didn't place.
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:04/08/2025
Type:Sales and Advertising 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 made orders from Grubhub while I was at a hotel, and had so many issues with customer service after multiple issues with my meals/delivery regarding inedible & cold food 1st and missing items 2nd via chat & email. In the end I just wanted a refund not credits they were pushing, & wasted multiple hours over several days trying to do so only to be told that I would not be receiving a refund, not because I was not owed one but because I "didn't contact them within 48 hours of the issue." which is a lie since I contacted their customer service chat about issues that began BEFORE the delivery even arrived on 03/20/2025 & then again after it arrived and again multiple times via email in the 48 hours following for which I have innumerous emails and screenshots of both the incoming and outgoing emails. They then refused to respond any further after informing me of this & also refused to acknowledge my secondary issue which I also "reported" within their timeframe.I found that response to be intentional on their part to use this as an excuse to get rid of me, as until this "48 hour ***** expired the replies had been quick if not instant, until that email which took over an hour if not more.During my attempts to resolve I received multiple contradicting responses each time & at some point they started to come from a completely different person each and every time, I would get a reply that would be apologetic than ask me to describe the issue (again), then I would get a completely different person replying to that saying they could not help me etc. & then after replying to that would get another sympathetic person who would ask me to re explain my issues, on and on it went.Dealing with this issue has caused an immense amount of frustration/stress and had a knock on effect of causing me to miss a meeting because I overslept since I was up so late trying to resolve the issue during my first attempt when all I had been trying to do was get some quick food before bed.
Business Response
Date: 04/10/2025
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 4/10/2025 in the amount of $34.15.
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: 04/18/2025

Complaint: 23179287

I am rejecting this response because:
Although I do appreciate the timely response on the first issue, once again my second issue was not addressed or even acknowledged. I am providing a screenshot of the email and their response as proof that I submitted the additional complaint and received no acknowledgement about it. (I am in Eastern Time Zone, they are in Central)

Sincerely,

***** *******
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, 2025 in the amount of $30.53.

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: x

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

Best,
Grubhub
Customer Answer
Date: 04/22/2025

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 appreciate the refund, I just wish that next time customer service would be more efficient and consistent so I didn't have to escalate the issue so far to get a satisfactory resolution.

Sincerely,

***** *******
Initial Complaint
Date:04/08/2025
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.
Ordered the gyros sandwich meal and it was overcooked and burnt and chopped up vrs strips of meat like it should be. Upon reaching out to grubhub they said that I wasn't eligible for any form of restitution as ive had to many refunds or credit's
Business Response
Date: 04/09/2025
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: 294403686

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

Best,
Grubhub
Customer Answer
Date: 04/10/2025

Complaint: 23178800

I am rejecting this response because: i shouldn't have to pay for food that wasn't edible . Looks like my next step is to contact my bank for a dull refund.

Sincerely,

***** ****
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for the Transaction with my ************* Dot Debut Card. $30.41....The Supposed Refund Was Put To A Card I Have No Knowledge ***** Card I Ever Possessed Ever Had The Endinding Four Digits 6719....FRAUD By GRUBHUB.I would like my refund.Thank you.
Business Response
Date: 04/09/2025
Hello,
We have reviewed your concern and can confirm that a refund was issued to the payment method used for the order on 02/25/2025
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: 294518656
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:04/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered food through Grubhub at a Restaurant to be delivered. I received it but they charged my **** twice. Once for $27.69 with Grubhub's name which was the correct total and another for $28.62 with the Restaurant's name. I chatted with Gubhub and they won't do anything about it. When I spoke to the restaurant on April 6 which is the day after I ordered my food concerning Grubhub's inflated food prices, they said they don't have any control over the orders coming thru Grubhub including charges. So I know the extra charge came from Grubhub.
Business Response
Date: 04/09/2025
Hello.
Thank you for reaching out to us, we have received your request.
We have reviewed your account and confirmed that you were only charged once for your order with ************** Happy Valley on Sat, Apr 5th in the amount of $27.69 charged to your card.
We are sorry to hear your financial information was used on Grubhub without your authorization. We have investigated this and cannot identify this charge of $28.62 on your Grubhub account.
We recommend contacting your bank or credit card company to dispute this charge and further secure your financial information.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/12/2025

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered Muchas Gracias thru GrubHub on March 26th. I spent 32 dollars. I drove to the store to pick up my order at the time it said to pick up and they were closed, doors were locked. So I left and drove to another location and he ordered what I had originally ordered and paid again for my order. I jumped on the chat with GrubHub when I got home to explain the situation. They were very rude to me and said that I had too many complaints and refunds issued to the account associated with this email. And they would not be issuing a refund. I tried to tell them that I don't have an extensive order history as a matter a fact that was my first order, they said I was lying and basically it was just rough nothing they could do. I asked if I could talk to a supervisor and they said no they wouldn't tell me anything different. And they disconnected the chat. Frustrated at this point I gave up for the night and decided to try again the next day. Well life gets busy and I remembered a couple days later and decided to reach out again, I tell them what happened and they said well it had been too long since the order so unfortunately they could not issue a refund, I explained that I already reached out regarding this issue but got basically hung up on so it's not like a waited a week then decided to reach out it was an on going thing since the night it happen. I then asked for a supervisor and they said they were one and said that next time I should try and reach out right away and they disconnected the chat. I have been treated unfairly and at this point have been robbed for my money and time I spent on chat with GrubHubs employees.
Business Response
Date: 04/09/2025
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 4/9/2025 in the amount of $31.94.
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:04/07/2025
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.
On 4/4/25, I placed an order through this service for a food delivery from Smashburger ********************* Natick, ** with allergy instructions. I received the order incorrectly, and could not eat due to allergy. I placed a refund request through Grubhub, and they only approved a partial refund. I went to *********** and the manager said she would look into it 4/5. I called and texted her 4/5 with no response. Yesterday 4/6 and today 4/7 I have been looking through the Grubhub app trying to find a customer care phone number, and today found a chatbot. They told me since it has been ********************************************************* This is poor customer care, there is no need for a 48 hour cut off for reimbursement, especially when it is hard to find a customer service chat with no number listed. I would like a full refund for my order.
Business Response
Date: 04/08/2025
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 4/8/2025 in the amount of $32.80.
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: 294443255
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:04/07/2025
Type:Customer Service 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.
GrubHub took $92 on April 6 and $58.30 on April 5 out of my checking account without my knowledge or permission.I just called GrubHub **************** and they will not give me my money back.
Business Response
Date: 04/08/2025
Hello,
We are sorry to hear about the unauthorized charges made to your payment method on our platform.
Please note that this is a serious issue and cannot be resolved directly through Grubhub. To address the matter, we strongly recommend that you report the unauthorized charges to your financial institution as soon as possible. They will assist you in taking the necessary steps to protect your account and secure your financial information going forward.
Reference: 294328442
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 04/11/2025

Complaint: 23169361

I am rejecting this response because: I called GrubHub on the phone twice. I emailed them once.
GrubHub showed me extremely poor customer service. They refused to listen to me with compression.
I have said repeatedly that I did NOT place these two orders.
GrubHub people said someone I knew or a family member placed the order so they were not going to refund the money to me.
I needed at least $470 in my checking account to cover a rent payment. When GurbHub took the total of $150.30 out of my checking account that caused me to be overdrawn when the rent payment was taken out.
so I am demanding that GrubHub pay me $150.30 plus the $25 the overdraft costs me immediately!

Sincerely,

******* *****
Business Response
Date: 04/14/2025
Hello,
We are sorry to hear about the unauthorized charges made to your payment method on our platform.
Because this charge is not under your Grubhub account, we are not at liberty to refund this charge. If this charge was made without your authorization, we recommend contacting your bank or credit card company to dispute it.
Reference: 294328442
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 04/20/2025

Complaint: 23169361

I am rejecting this response because:
GrubHub has done absolutely nothing to help me. Instead GrubHub has told me to go and talk to the credit union.
Well I contacted some people about Grubhub and I mentioned their extremely poor quality of customer service. I contacted the **** ********************, ********************************, Outback Steakhouse and the Virginia State Bar.
Since GrubHub refuses to do anything for me over and over again, then legal action is needed to pursue this further.

Sincerely,

******* *****
Initial Complaint
Date:04/07/2025
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.
Incorrect Pickup Order and Denial of Refund On April 6th 2025, I placed a pickup order through Grubhub from *********** (Order #********-9623394). Upon arriving home, I discovered that I had received a completely incorrect order that included crispy chicken, fries, and a soup bowlnone of which I ordered. More importantly, the incorrect meal contained wheat, an ingredient to which I am severely allergic.I contacted Grubhub customer support via chat to report the issue. I explained the situation clearly and respectfully, including the health risk posed by the incorrect order. Initially, the support agent apologized and acknowledged the issue. However, I was soon told that I would not be eligible for a refund or any form of concession. Meaning, I received an incorrect order and Grubhub did not cooperate with me to make this ******** co-worker recommended me Grubhub, so I was expecting a good experience. I find it unacceptable that a refund was denied despite the clear mistake that was not my fault. This experience reflects a disregard for customer safety and accountability. I am requesting cooperation from Grubhub for the incorrect order that was not my fault at all. I had to drive to a nearby store to make myself a meal after this unfortunate experience.
Business Response
Date: 04/08/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item(s) you reported as affected. The adjustment was processed on April 8, 2025 in the amount of $117.59.

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: 294426443

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

Best,
Grubhub
Customer Answer
Date: 04/09/2025

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,

****** Hale ******

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GrubHub is NOT a BBB Accredited Business.