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:10/15/2022

  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.

  I keep having issues with Grubhub lately; either food quality by restaurants or drivers taking too long or by not getting items I paid for. At first these were easier to reach resolution on but the past few orders have not and I feel like these customer service representatives are rude and treat me as if Ive done someth Wrong when I ask for my money back on missing item. Have the drivers start taking pictures for better help in identifying if there are missing items or not. But for 2 customer service chatters act like Im just lying to get free food is absolutely not the way to run business. I wear sort of taken care of for the order before but last nights order I was not and feel like asking for my $8 for a milkshake that was ordered was met with an obnoxious agent. I asked the representative to call the driver and verify and they wouldnt do that. Get better people to work for you or find new practices if youre going to continue to hire rude unhelpful people.

  Business Response

  Date: 10/15/2022

  Hello,

   

  Grubhub recently noticed concerning activity in relation to your order feedback. Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved.

  
  After careful review of your account, we are no longer accepting your orders.

   

  Best Regards, 

  
  Grubhub
  
  
  
  

• Initial Complaint

  Date:10/15/2022

  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.

  GrubHub constantly charges me for my order then cancels and keeps the driver tip they take 3 to 5 business days to refund my money and give no real reason why they can't deliver my food

  Business Response

  Date: 10/15/2022

  Hello,

   

  Thank you for bringing the matter of your cancelled order and refund to our attention. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there.
  

  
  Best Regards, 

  
  Grubhub
  
  

• Initial Complaint

  Date:10/14/2022

  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 frequently order from Grubhub. My account indicates that I have a $10 credit. However, when I attempted to apply the credit there was no promo code associated. I called and was told by a rep. if I ordered pick up it would be automatically applied. Therefore, my next order was a pick up and it was not applied. When I chatted with an agent on the site, I was told that there was (a) no way to contact a manager to complaint; and (b) no way to have the credit applied. I requested a promo code instead of a credit I couldn't apply and was told that I couldn't actually use the credit. This seems like deceptive trade practices. Because the company does not allow you to file a complaint about their practices directly to them I would like to inform BBB of the deception.

  Business Response

  Date: 10/15/2022

  Hello,

   

  Thank you for bringing the matter of your $10 credit to our attention. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there.
  

  
  Best Regards, 
  

  Grubhub
  
  

• Initial Complaint

  Date:10/14/2022

  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 for delivery on October 14 2022. The order went thru and a delivery driver picked it right up. I was waiting. I received a text stating my food was delivered. It was not delivered to my address. First, I called the driver. No answer. Then I text the driver. No answer. I immediately went back to the app the find a number, which is not available on the transaction by the way. I searched for several minutes only to find a chatbot. I connected with the chat. The person took my phone number and address. Then I was told it was delivered. I went outside again and look all over my front yard, even knowing the driver never came down my street. I live in a cove and was watching for him. I repeated again, I did not receive my order. I was told they were going to put in a replacement order and it would be delivered in 20 mins. I said thats fine as long as I receive my order. I received an email that it was going to be much longer than expected for the food to be delivered. Again, frustrating, but ok. After having waited an hour with still no replacement delivery I checked my email again. Nothing. I decided to go back on the app and after again having to search for my trackable order. It shows cancelled. The replacement order was canceled. They did not send me an updated email or a courtesy text to let me know so I could make other arrangements for food. It states a refund was placed, but it takes 5 days to reflect on my account. 5 days I have to wait to be refunded money on an order that they dropped the ball on twice with no common decent to notify while I sit waiting for a second time? They could have just told me they couldnt replace the order and issue the refund the first time instead of having me sit here another 1 1/2 waiting. I could have made arrangements for something else. Poor. Horrible. Unethical. Not to mention disrespectful and non courteous. By far the worst experience Ive ever had. Do better Grub Hub or close your business. Pathetic.

  Business Response

  Date: 10/15/2022

  Hello,

   

  Thank you for bringing this matter about both your failed Delivery, as well as the intended Redelivery to our attention. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there.
  
  Best Regards, 

  
  Grubhub
  
  

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18226328
  
  I am rejecting this response because I feel this isnt taking measures to correct the obvious bigger problem. This isnt about the money. If it was, I highly doubt people would continue spending the money for these services. This is a much deeper issue. It was stated that they called me and I was left a voicemail. Im not going to argue on whether they called because I have numerous spam numbers and solicitors call my phone all day long or even perhaps it could have went straight to voicemail. But I will factually state, I was NOT left a voicemail. I did not receive a voice mail. I did not receive a text. I did not receive an email stating there were any issues with the store or my order being canceled. I appreciate the fact they credited me $25 Uber Bucks. They didnt have to do that, but they did. This is just putting a Bandaid on a problem; it does not fix it. What if this were someones 70 year old Grandmother or 68 year old parent, whom is disabled or sick. Someone who relies on professionalism, consistency, and accuracy. And if all of those cant be provided, how about adding a phone number for easier access or actually following thru with those voicemails. Better yet, if your drivers are going to have phone numbers, how about they answer or respond when something like this happens. So, no. Im not satisfied with that response. I want to know whats being done to correct the problem. 
  R 
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/21/2022

  Hello, 

   

  Thank you for the additional information and feedback. We're sorry to hear about there was lack of communication that led to this bad experience. We will provide this information and feedback to the correct department, so we can work on improving communication and the overall experience for all parties involved. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising 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 purchased lunch delivery today in the amount of $21.98 for black pepper chicken from Yukai Buffet. The chicken was burnt and inedible. It should be tender grilled chicken, this was burnt fried pieces of chicken. I'm fairly certain it wasn't even black pepper chicken. Regardless, I could not eat it. I contacted Grubhub for a refund and was told due to an "unusual" amount of complaints on my account, they could not refund me. Upon reviewing my account, I have had 3 orders refunded recently. 1 time was due to them forgetting half our meals, which the restaurant confirmed with Grubhub, they mistakenly forgot to hand the driver another bag. The other 2 times, once was for a chicken sandwhich that had a large amount of gristle in the middle so you could not bite into it. The other time was for chicken nuggets that were fried twice because they had sat out too long. They were hard and tough. I have never falsely complained over anything. I am being punished due to mistakes that were not even mine.

  Business Response

  Date: 10/15/2022

  Hello,
  
  Thank you for contacting Grubhub. We're sorry to hear about your recent experience. We have sent this over to our customer care team for further review. You will receive an updated confirmation regarding your adjustment via email. 
  
  Please let us know if you have any additional questions or concerns. 

   

  Best.
  
  Grubhub

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18225915
  
  I am rejecting this response because:

  I have not heard from them VIA email as they stated.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/21/2022

  Hello, 

   

  Our apologies. Our records show that a refund for your order was issued on October 15th. A refund confirmation is automatically sent to the email listed on your Grubhub account. We ask that you please check you promotional folder and spam folder, as sometimes our emails can end up there. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:10/13/2022

  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.

  Grubhub will not deactivate my account. When I call customer service they tell me they cant do it over the phone and I need to complete link online. When I try to deactivate my account through the link it keeps saying error. They are trying to retain my personal information and I want it deleted.

  Business Response

  Date: 10/15/2022

  Hello,

   

  Thank you for contacting Grubhub. We're sorry to hear you were experiencing trouble submitting your deletion request. We have sent your request over to our team for processing. Please note this may take up to ******************************************************************************** concerns. 

   

  Best,
  
  Grubhub

• Initial Complaint

  Date:10/13/2022

  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.

  Someone ordered ***** dollars on my grubhub account to an address that is not mine from a phone number that is not mine , I called the second I got the notification of the order on September 19 2022 and they opened a ticket. I have been calling twice a week for the problem but to this date Oct 13 ****************************** someone will contact you I have deleted all payment options from the account and will not use gruhub ever again.

  Business Response

  Date: 10/13/2022

  Hello, 

  
  Thank you for reaching out to us regarding an unauthorized charge on your account. We apologize for the delay in getting this resolved for you. Our Advanced Transaction Review Team has completed their review and they have emailed you with additional information. 

   

  If additional assistance is needed, please feel free to email us back. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/17/2022

   
  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:10/13/2022

  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.

  Grubhub decided to not help with this issue. they did not deliver my food, their driver ran off with the delivery, they offered a coupon. the coupon does not work. it was 40 dollars. the food was exceptionally late. i was told to write a written appeal. this is not a **** parole hearing , its a food delivery. you owe me money or the service i paid you for. i expect a refund in full.

  Business Response

  Date: 10/13/2022

  Hello, 

   

  We're sorry to hear you didn't receive your order and that your matter has yet to be resolved. We reviewed this for you and determined that a refund was in order. A refund confirmation was sent to the email address listed on your account with us. A prior representative provided you with 2 $20 Free Grub codes, since we provided a refund, we voided the code ending in NJ7L. but the code ending in 97TR is still active and can be used. 

   

  We sincerely apologize for any inconvenience this may have caused. 

   

  If additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:10/13/2022

  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.

  Allmenus.com (of which GrubHub is the parent company) has incorrectly listed my residential telephone number as the contact number for *******************. As a result I have received many calls for orders meant for that business. The listing is found at this URL: https://www.allmenus.com/**/*******/721887-*******************/menu/I have called their support lines numerous times over the last 8 months to get this resolved, but they have yet to do so. It has gotten to the point I am seriously considering having the telephone number disconnected. I want it made clear this is not a complaint against *******************, I'm sure this is hurting them more than it is me.

  Business Response

  Date: 10/13/2022

  Hello, 

   

  We're sorry to hear that your phone number is incorrectly listed as a restaurant's phone number. We looked into this for you and see that someone from our restaurant care team emailed you on Tuesday, October 11th letting you know what actions we have taken and what actions you can take yourself, if you so choose. 

   

  Therefore, we consider this matter to be resolved. 

   

  If you have any additional questions, please feel free to respond to our email and we'll be happy to assist further the best we can. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18208042
  
  I am rejecting this response because:  My personal number is still listed as the contact number for Salsa Grill.  All I have been asking for the last eight months is for this number to be removed, and they could not or would not do that one simple thing.   At this point I am convinced the only way to end the deluge of unwanted calls is to have the phone number disconnected, which I have now done.  Salsa Grill Cantina will be more affected by this than before, because I will no longer be redirecting those calls to the correct number.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/20/2022

  Hello, 

   

  We're sorry to hear that our attempts to assist you were not successful. We will be sure to provide your feedback to the correct department, so they can look into making improvements going forward. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18208042
  
  I am rejecting this response because: the incorrect number is still listed on the allmenus site.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18208042
  
  I am rejecting this response because:

   
  Complaint: 18208042
  
  I am rejecting this response because: the incorrect number is still listed on the allmenus site.
  
  Sincerely,
  
  *******************
  
  

• Initial Complaint

  Date:10/13/2022

  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 recently signed up for GrubHub Plus through my Amazon Prime account. Since then, *** attempted to make several orders but they all cancel without explanation as soon as I place them. Ive reached out to GrubHub 4-5 times via chat and phone and have been told each time that someone will be in contact with me within ***** hours and that the issue has been escalated to an internal team. *** also been told that the orders canceled to protect my personal information, yet I was not sent any warnings from GrubHub about a potential breach. It has been 5 weeks and I have not received a suitable response or solution. Since then, several promotions, coupons and credit I received have expired since I cannot place an order. *** attempted to have my concerns heard by a supervisor but have been refused.

  Business Response

  Date: 10/13/2022

  Hello,

   

  We're sorry to hear the issues you are having with your account with orders not processing through to completion and that there has been a delay in getting this resolved for you. We looked into this further for you and see our Advanced Transactions Review Team emailed you this morning with additional information. 

  
  If additional assistance is needed, please feel free to respond to the email or contact us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18207103
  
  I am rejecting this response because: I have been missing out on several promotions while Ive waited patiently for Grubhub to resolve this issue.  Part of my desired resolution was replacing the lost promotions, one of which was offered to Prime members for Prime Day.  Please reinstate this promotion for my account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/20/2022

  Hello, 

   

  For assistance with any promotions that lapsed during this time, please contact us at http://grubhub.com/help.contact-us or by giving us a call at ************ and we'll be happy to look into this further for you to see what can be done.

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18207103
  
  I am rejecting this response because: I called the phone number provided and it went immediately into a survey request.  There was no greeting or customer service menu.  Additionally, I was previously given $25 in credit and it has expired prior to the expiration day and time listed.  At the time of this message, the day and time have not yet happened yet I am unable to use the code.  I have mentioned the lapsed codes to previous chat agents and was told that the escalated team would handle all of my concerns and they didnt.  It seems I am being driven around in circles by GrubHub without fully addressing or rectifying the issue.  Promo codes and credits mean nothing if I cant actually use my account.  Im not asking for special treatment - just what I qualified for and what I was given while my account was blocked for several weeks without reason or explanation.  Please have someone contactl me so we can quickly resolve the issue.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18207103
  
  I am rejecting this response because:

   
  Complaint: 18207103
  
  I am rejecting this response because: I called the phone number provided and it went immediately into a survey request.  There was no greeting or customer service menu.  Additionally, I was previously given $25 in credit and it has expired prior to the expiration day and time listed.  At the time of this message, the day and time have not yet happened yet I am unable to use the code.  I have mentioned the lapsed codes to previous chat agents and was told that the escalated team would handle all of my concerns and they didnt.  It seems I am being driven around in circles by GrubHub without fully addressing or rectifying the issue.  Promo codes and credits mean nothing if I cant actually use my account.  Im not asking for special treatment - just what I qualified for and what I was given while my account was blocked for several weeks without reason or explanation.  Please have someone contactl me so we can quickly resolve the issue.
  
  Sincerely,
  
  ***************************