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:04/06/2025

  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.

  Today 4/6/25, I ordered from *************. I received my food in a timely manner but it was extremely cold and in a ******* bag. Usually the driver takes it out of an insulated bag so I dont know if they didnt have one or didnt use it. I complained in Grubhub chat and the support agent wanted me to name a specific person when I asked to be transferred to who does the refunds. How would I know anyones name? Finally I just called and the lady on the phone said they dont do refunds on cold food which is crazy because any restaurant would and they are the reason its cold. They offered me a $10 credit which brought my wasted money from ***** to ***** but I shouldnt have to pay any of that

  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 April 8, 2025 in the amount of $27.78.
  
  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: 294410239
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:04/06/2025

  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.

  Delivery driver gave me the wrong order called customer service and had been issued a refund which had not been received yet this is a scam company you guys already had lawsuits against you and this company is still operating unethical service if this issue is not resolved I will be taking this a step further with additional litigation

  Business Response

  Date: 04/07/2025

  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 Apr 05, 2025 in the amount of $42.22.
  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: 294194772

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

• Initial Complaint

  Date:04/05/2025

  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.

  Placed a Chiptole order #********-6362306 and when went to pick it up they said someone else already picked it up. Support not being helpful. Please send me a full refund to my card.

  Business Response

  Date: 04/07/2025

  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 April 7, 2025 in the amount of $24.25.
  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: 294224476
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

• Initial Complaint

  Date:04/05/2025

  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.

  Issue with food delivery. When asked for a supervisor, agent hung up on me.

  Business Response

  Date: 04/07/2025

  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 5, 2025 in the amount of $33.70.
  
  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: 294163965
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:04/05/2025

  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.

  Hello,I unfortunately had the worst customer experience with ******************** this evening. The GrubHub driver (female driver) arrived to my address late, called me complaining she could not find my address, asking me to come outside so she could find my address only to have an attitude with me, refuse to get out of her car to bring me my food, and then she drove off. I reported this issue to GrubHub using the app, asking for this issue to be escalated. 1-2 hours of my time was wasted. The representative - ****** *. - did not resolve the issue, but instead issued a GrubHub credit that I did not consent to, which the supervisor I was transferred to - ****** -said could not be reversed to have my funds issued back to the original method of payment. I do not want to use GrubHub again to order anything due to the inappropriateness of how I was treated as a loyal customer by the inappropriate ******************** driver, chat representative, and supervisor. I want this issue escalated and I want my funds returned back to my original method of payment. This is not how a loyal customer should be treated, and I am very disappointed in this companys response to an issue that should have never happened in the first place. I am expecting an appropriate response to resolve this issue properly. I have attached proof of the driver and screenshots from the chat with the representative that show I did not give consent for a GrubHub credit to be issued for my order.

  Business Response

  Date: 04/07/2025

  Hello,
  
  We have looked into this issue for you and have submitted for your refund to be processed.
  
  Reference: 294343183
  
  Let us know if theres anything else we can help with at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/08/2025

   
  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:04/04/2025

  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.

  On March 31st 2025 I ordered food through Grubhub. It was delivered and left on my doorstep with no one contacting me about it being there. About 10 minutes later I received a text telling me that it was delivered and sent me a picture of it sitting there. I specifically wrote knock on door in the drivers instructions section. When I finally realized that my food was there, it was ice cold. I spent about $80 for the food. So I called Grubhub to complain, as this isn't the first time it has happened, as a matter of fact, the order from ******* was delivered the same way. I was told that they couldn't do anything, so I escalated it up to the supervisor, who blew me off as well with promised credits. When I insisted that something be done and to refund me, the said that someone would contact me within 72 hours. I heard nothing from them and they canceled my membership, so I called today, 04/03/2025, which is well past 72 hours, to be told that it was decided that it was delivered and nothing was wrong and that it wasn't necessary to contact me about it. I find that rude and unprofessional. Again, I was offered credits to use on a now closed by them account. I want my money back and for them to have better customer service.

  Business Response

  Date: 04/04/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your orders for the items you reported as affected. The adjustment was processed on 4/4/2025 in the amount of $89.05.

  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: 04/04/2025

   
  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:04/03/2025

  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.

  Im filing complaint as I didnt *************** receive this order from south of the clouds which I paid 73.62$ for and upon contacting grubhub cs refuse to assist not refund stating they have technical issues Id like refund issued before I escalate this legally

  Business Response

  Date: 04/05/2025

  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:04/03/2025

  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.

  March 21 I placed an order through Grubhub for a meal that was delivered very late to the point that it wasn't palatable anymore when it was delivered. I contacted grub hub through chat on the app after they issued the priority refund and noticed it was really late with delivery.. I explained to the *** that my food was delivered almost 40 mins late. It still hadn't arrived as I chatted. As the *** read thru the order on chat, the order arrived. I went to the door got the order and came back to my phone immediately. The chat *** asked was I still there, I said Yes. They then issued a credit to my grub hub account, not to my original payment, I was never asked if I wanted a refund. The *** mistaken my Yes for whether I was still on the chat as an ok to credit me and disconnect. I immediately called grub hub. I was told there was nothing I could do once the credit was issued and I asked to escalate it. I spoke to one agent that noticed the miscommunication between myself and the chat agent. It was escalated again. I received an email and no call back stating that I received a credit already and I called again. 3/21 that evening I Spoke to a *** that said he was in a higher supervisor type of position there and he guaranteed that everything was straightened out and that I would see the credit refunded to my credit card 7-10 business days. It's been about 2 weeks and I noticed it was still a credit. Called 4/3/25 and I had to go thru the same handling of this situation with agents telling me once it is credited, I would not be able to be refunded. I explained,I could see if it was $10, but now I'm obligated to use my almost or about $40 to use this service again. I wouldn't have asked for a credit or agreed to a credit. I even placed another order after to the same restaurant. I was advised not to use my credit so it could be refunded. It's not about needing my money, I want my money back that's all

  Business Response

  Date: 04/04/2025

  Hello,
  
  Thank you for your inquiry regarding the Grubhub Credit applied to your account. We understand your concerns regarding the issues with your order. The credit was applied to provide a swift resolution, allowing you to reorder immediately. While we are unable to revert the credit to the original payment method, it is available for your use immediately.
  Reference:293031535
  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  Date:04/03/2025

  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 had placed an order through Grubhub from ***** express on 4/3/25. The original time that I was given was a delivery time of 1:16- 1:31 pm CST. after many delivery time updates, my food finally arrived at 1:50 pm CST. I reached out to Grubhub because my food arrived cold. The first ***** advised me that he could only give me a $5.00 credit towards my next purchase. I advised that it was unacceptable and I had spent more than $5.00 on this order for it to arrive cold. I asked to speak to a supervisor. The ***** kept telling me that the supervisor wouldnt be able to do anything for me and after the third time of me requesting a supervisor, the super dismissive and reluctant ***** passed me to the supervisor. The supervisor had the exact same passive and dismissive attitude and informed me that they wouldnt be able to give me a credit or a refund. After I kept pleading my case to them, they kept giving me the same "if there isnt anything else I can help you with..." response. As soon as i mentioned that i would be contacting BBB, they disconnected my chat.

  Business Response

  Date: 04/04/2025

  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 April 4, 2025, in the amount of $16.12.
  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: 294131012
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/07/2025

   
  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:04/02/2025

  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.

  Tried to cancel order immediately within 5 seconds. Grub hub refused and told me it was already ready in 5 seconds. Then notifications about being delayed and no drivers. It was seafood and restaurant prepared it without confirming a driver. ******* left out. Late delivery. **************** does nothing

  Business Response

  Date: 04/04/2025

  Hello,

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

  We have reviewed your account to confirm a dispute has already been initiated and a chargeback has been issued from your financial institution regarding this order.
  
  We have also escalated your feedback to the right team at Grubhub so that the appropriate steps can be taken to remedy this issue moving forward. We sincerely apologize for the inconvenience!

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

  Customer Answer

  Date: 04/07/2025

   
  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,
  
  ***** Good