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

2,500 total complaints in the last 3 years.
965 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:10/10/2022
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.
After receiving my food cold and very late GrubHub cancelled my subscription right after I used my $10 dollar off coupon. I talked with customer service and they said they don't know why my subscription was cancelled and told me to rejoin. This is unacceptable. I shouldn't have been kicked off GrubHub just because my food arrived late and cold and I used the coupon. GrubHub has lost my business and respect. I didn't do anything wrong for them to cancel my membership.
Business Response
Date: 10/11/2022
Hello,

Thank you for reaching out to us regarding your Grubhub+ subscription and about the status of your account. We had our Advanced Transaction Review Team look into this for you and they have sent you an email with additional information.

We sincerely apologize for the inconvenience.

If additional assistance is needed, please feel free to respond to the email we sent you.

Best,

Grubhub
Customer Answer
Date: 10/12/2022

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:10/10/2022
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.
Transaction was on October 9th, 2022. An order was placed for $44.67 and was delivered successfully. After the transaction was completed, I was notified by PayPal that GrubHub had modified my charge to $47.00. GrubHub did not notify me that they had increased the total charge after the closure of the transaction. Multiple attempts to have GrubHub explain this business practice or resolve the issue were unsuccessful. I have included receipts and chat logs from these interactions. I request a refund of the additional charges made to my account (not account credit as I will not be using their service anymore). I request that they stop this deceptive practice. It appears others have had this exact same issue as reported on the BBB website (e.g. a complaint from 10/3/22). They did not send an updated receipt or notify me of these changes in any way. It is clearly a deceptive business practice that should be punished.
Business Response
Date: 10/11/2022
Hello,

Thank you for bringing this to our attention.

We sincerely apologize for any inconvenience this has caused.

We have refunded the charge and a confirmation email was sent to you. Additionally, we have sent this over to our restaurant team so they can make sure that the restaurant's menu pricing on our site is correct and up to date.

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

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:10/10/2022
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.
On October 10, 2022. I paid $18 for a ***************** with this company. My order was given to the wrong person not only was the driver careless with my food. She dropped it off to an a completely entire complex and still allowed someone to say that that was their order when she didnt even drop it off in my door when I reached out to GrubHub in regards to their only resolution was to give me a credit I didnt pay for my food with credit I did not expect to receive credit back the fact that they are trying to still taking my money, even though I didnt receive my food stuff to me. Then when they try to issue me a credit, they sent it to the wrong email address and refusing to answer or respond to any of my calls or emails
Business Response
Date: 10/11/2022
Hello,

We're sorry to hear you didn't receive your order. We sincerely apologize for any inconvenience this has caused.

We looked into this further for you and see that you contacted our customer support team today and received the assistance you were looking for. Therefore, we consider this matter to be resolved.

Best,

Grubhub
Customer Answer
Date: 10/12/2022

Complaint: 18192798

I am rejecting this response because:

Sincerely,

*****************************
Im sorry when did I receive the services that I requested because a refund was never given to me, so no this matter is not closed because once again, you all just like the messages with your customer service which I have screenshots of try to dismiss me. I have not received a refund. I am in discussions with my bank. I do not see this matter resolved until I receive my money Back
Business Response
Date: 10/17/2022
Hello,

Thank you for bringing this matter of the Order you did not receive 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: 10/21/2022

Complaint: 18192798

I am rejecting this response because: I have not received any emails. The last email I received from Grubhub was on 10/11/22 when I requested to delete my account.

Sincerely,

*****************************
Customer Answer
Date: 02/28/2023

Complaint: 18192798

I am rejecting this response because:
Complaint: 18192798

I am rejecting this response because: I have not received any emails. The last email I received from Grubhub was on 10/11/22 when I requested to delete my account.

Sincerely,

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

Business Response
Date: 03/01/2023
Hello ********,

We're sorry for any confusion. Can you confirm that the email address linked to your complaint is correct? Furthermore, do you have an additional email that you may check?

Best,

Customer Experience
Initial Complaint
Date:10/09/2022
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.
Good Morning,I have undergone a new predatory practice from Grubhub that I need to report. On 26 SEP: I saw a pending fraudulent charge of $**** for Grubhub +. I reached out to Grubhub to request a ********************* since I never signed up for this service. I was told I had to wait until the charge posted. 29 Sep: $**** charge finally posts to my account. I reach out to Grubhub via chat and for the 2nd time, request a ********************* for a service I never signed up for. Then things take an odd turn. An employee named **************** was assisting me and in the chat box he asked me for the first 6 digits of my card, followed by the last 4 digits of my card. I found that strange; but I complied. **************** then tells me Grubhubs escalation team will review my case and reply to me via e-mail within the next 48 hours. Its been a week and no one from Grubhub contacts me. At this point I realize I made a mistake and that **************** has stolen my card information. 09 Oct: I contact Grubhub for the 3rd time. I still need this fraudulent charge of **** refunded & cancelled. I also report **************** for stealing my card info. The customer service rep attending me this time (****************) doesnt even acknowledge that his co-worker stole my card information and this time; someone from the Customer Experience team will reach out to me via e-mail within the next 48 hours. At this point I realize Im being ran around in circles, that grubhub plans on dragging this out as long as possible to charge me another $**** monthly, and that **************** is getting away with stealing my card info. I will be calling my bank and cancelling my card; Im not sure what else to do or who else to report this too. This is crazy. Ive never had a customer service rep just outright lie & steal my card info like that and Im hoping to protect other ********** from the theft and fraud I experienced at the hands of Grubhub.
Business Response
Date: 10/11/2022
Hello ***********************,

We're sorry to hear about the trouble you're experiencing with charges on your account.

We reviewed card information you had provided us with on a prior contact to customer care but a charge of $9.99 on September 29th was not able to be linked to your card information. You were sent an email asking to verify the information provided. Please check your email and respond so that the investigation can continue.

Hope this helps.

Best,

Customer Experience
Customer Answer
Date: 10/13/2022

Complaint: 18190329

I am rejecting this response because: My money has not been refunded. I responded to the business and ** currently just waiting to hear back. They are claiming they never charged me anything. That makes no sense. The proof is in the screenshot of my bank account that I have forwarded to them as well. The representative from Grubhub that reached out did ask me for my debit card info. I was not comfortable sharing that via e-mail to a group e-mail string since one of their customer service reps has lied to me before and stole my card info; so I did ask for a direct e-mail so I can better assist.

Sincerely,

**** ********************************
Business Response
Date: 10/17/2022
Hello,

Thank you for bringing this matter about your Unknown Charge to our attention, we were able to find additional information about this charge. 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:10/09/2022
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.
Seamless keeps letting my account get hacked. And they never do anything to solve it other than to block me out of my own account. Then they offer free services to make up for it, but then suspend those services because they have a lack of data protection. This is not happened twice and all you get is overseas reps that don't actually know what to do or how to solve the problem. This is getting out of hand and he's getting really frustrating. It would be nice if I could talk to someone who's actually in the US you can actually solve this problem because it continues to happen
Business Response
Date: 10/11/2022
Hello,

We're sorry to hear someone accessed your account and attempted to place an order without authorization and we apologize for the delay in getting this resolved for you.

Our Advanced Transaction Review Team has sent you an email with more information regarding your account and the order that was attempted to be placed.

As for your 60 day trial for Seamless+, unfortunately, it has expired, and we are unable to send you another 60 days due to the fact it can only be redeemed once. However, we have sent you $20 in Seamless cash to use on a future order within the next 30 days.

If additional assistance is needed, please feel free to respond to the email we sent you.

Best,

Seamless
-Powered by Grubhub
Customer Answer
Date: 10/12/2022

Complaint: 18190350

I am rejecting this response because:

Sincerely,

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

How can it expire when you only just offered it to me six days ago? Why would you offer something for a bad service, block my account and then actually not offer any repercussions or access. At his point your platform is committing fraud. You have allowed on two separate occasions for someone to hack into my account, and access my financial information. You don't quality check your services and on top of it you don't offer anything to rectify mistakes or mishaps. And then in addition to that every customer service you deal with is actually not even in *****************. So problems don't actually get solved. So not only will now be listing this complaint with the Better Business Bureau but I also be listening is complaint with the consumer fraud division to look at seamless's actions.
Business Response
Date: 10/12/2022
Hello,

Thank you for providing us with feedback about your experience. We'll be sure your feedback gets to the correct department. As for your Sealmess+ subscription, it is no longer active due to your account not being accessible. Unfortunately, once your account became accessible again, we were unable to reactivate or offer the same 60 day trial as before. Therefore, we sent you $20 in Seamless cash, which is the equivalent value of two months of Seamless+ to help remedy the situation.

If there is something more we might be able to do to help better your experience, please let us know and we will see what we can do.

Best,

Seamless
-Powered by Grubhub
Initial Complaint
Date:10/08/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Monday, Oct 3, at 10:54 PM EST, I received a notification from PayPal that I had authorized a payment to Grubhub. Not recognizing this charge as my own, I immediately logged into my Grubhub account to look at recent orders. There I discovered a ********* order had been placed to an address in ******** by someone who had apparently hacked into my account.I immediately reached out to Grubhub support, who was able to cancel the order and issue a refund. I then asked for more information as to how this breach of my account had occurred, and I was promised a follow-up email in the next few days explaining what had happened. In the meantime, I changed the password for my account fearing it was still compromised. After not hearing back for several days, I reached out to Grubhub support once again. They informed me that matters were still being looked into, and I would hear back soon. They also told me that my contacting them would result in further replies being delayed. In short, it seemed I was being penalized for following up to ascertain the status of the investigation into how my account had been breached. This apparent lack of care for a sensitive billing matter left me feeling as though Grubhub didn't have any concern for the security of my account. As of today, I've still not heard back regarding my account breach. I'm not certain if my account is still at risk. This sloppy handling of a sensitive billing matter has led me to post this complaint. To be clear, the individuals who assisted me were perfectly polite - the policies they seemed to be operating within resulted in my negative customer support experience.
Business Response
Date: 10/09/2022
Hello,

Thank you for contacting Grubhub. We're sorry to hear about unauthorized charges and understand how concerning it is to receive a notification about an order you did not place. We can confirm that your request has been received by our team. We are requesting an immediate follow up to your inquiry and they will be resolving your concern by end of day.

We apologize for the delay with resolving this issue for you, please let us know if you have any additional questions or concerns.

Best,

Grubhub
Initial Complaint
Date:10/07/2022
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.
October 7, 2022 around 730pm cst I placed an order for my 3 kids and I dinner. The response was reasonable with the projected delivery of 815pm cst. This time comes and goes with no food. Then I get a notification that the driver will arrive between 909 and 925 pm cst, which is already too late for the kids to eat but I already ordered and couldn't cancel it to get something else. I text the driver to make sure there isn't any issues and his reply was "It's been over a hour because multiple drivers declined it! Your order is not the only order I'm picking up. Nothing is wrong.". (Copied and pasted word for word) So, we wait... **** rolls around and we finally got food. I bring it in and call the kids. Open the bags to find the shake and ice cream was completely melted, the slushy's were liquid and the meals were completely cold, like sitting out for a hour cold. I reach out to the useless Chat feature and they offer me a $5.00 credit for next use, which isn't good enough compared to the $40.00+ order. They come back with a $10.00 credit and state that company policy doesn't allow for refunds... This isn't the first or second time this has happened, so shame on me for trusting in this company. I've requested a cancelation of my membership and will move on to a different delivery company. NOT GOOD SERVICE and not trustworthy.
Business Response
Date: 10/08/2022
Hello,
Thank you for contacting Grubhub. We're sorry to hear about your experience and we understand how concerning it is to not receive your order as planned. We have processed an adjustment for your order and we have sent you and adjusted receipt to the email address on your account. Please allow 3 to 5 business days to see this adjustment reflected on your billing statement.

Please let us know if you have any additional questions or concerns.

Best,

Grubhub
Initial Complaint
Date:10/07/2022
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.
Grub Hub delivered my order OUT of the ************* saftey seal bag. I will provide a photo that the DRIVER sent, of the order on my stairs. I am an extremly sick person, with a bad immune system, and I order online with ****** because of how they handle their food so well. The way this driver left my order, it was tampered with, and I am disgusted. The drivers name was *******, and both customer service agents either disconnected the call or only offered me credits. They then went ahead and issueed me a credit, and told me I can't have a full refund only partial credit.. So finally I talk with someone on the phone, they told me they can have a partial credit change to a partial refund, so now I still don't have my full refund AND all I have is a drink that has to be thrown in the garbage because it's unsanitary. This mand name was *****, and these workers disgust me and have drivers deliver opened items!! I want a full refund of $9.99 immediatly, because you can actually kill a persons immune system like this. Photo attached of the coffee, with NO white ****** saftey bag, they religiously put in ALL their delivery orders. Go ahead and call ******, they will confirm!
Business Response
Date: 10/07/2022
Hello,

Thank you for reaching out to us. Upon review of your receipt, this is a DoorDash order, and not a Grubhub order. We ask that you please reach out to DoorDash for additional assistance.

Best,

Grubhub
Initial Complaint
Date:10/07/2022
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.
on october 4th 2022 my grubhub account was hacked and 3 orders were placed in 3 different states and my account was charged over $100, I contacted grub hub and they told me they needed to investigate and it would take ***** hours, its been 3 days and still no answer, was on hold by a manager "who sound as if she was sleeping" hold time was longer than 30 minutes, finally manager ************** basically tells me if i can't wait contact my bank very nasty. my bank account was charged a lot of money in a whole different state from me and still no help, the manager also told me I must have given my information to somebody to login that is totally unacceptable especially while we are going through such an inflation
Business Response
Date: 10/07/2022
Hello,

We're sorry to hear about the troubles you're experiencing with your account. After further review, we have confirmed that there are orders inconsistent with previous order history and those orders have now been cancelled. The matter has been escalated to our Advance Account Review team for further actions to be taken against the bad actor. Your account has been recovered and secured. You were sent an email with instructions on how to further secure your account and any steps we took as needed. Please check your emails for that information.

We hope this helps.

Best,

Customer Experience
Initial Complaint
Date:10/06/2022
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.
I ordered food from GrubHub on Tuesday, October 4th at 7:07pm. The food was estimated to arrive between 7:47 - 7:57pm. The arrival got pushed back a number of times as I watched the driver (on the app) drive to locations very far from my home. It finally arrived 8:35pm. I wanted to call and cancel but figured if Grubhub was sending the driver all around with my food they must have a warmer in the car. The food was ice cold when it arrived. It was in that car for close to an hour. I'm not sure it was safe to eat. It definitely wasn't appetizing. It was freezing and soggy. Disgusting. I paid all that money in fees for my food to get a tour of Long Island and not be warm or the right consistency when it arrived. I shouldn't have to pay for food that I threw out because it was unsafe. I complained to grubhub and they refunded one of the three items. That item had avocados which had turned brown by the time they arrived. No delivery fees were refunded either.
Business Response
Date: 10/06/2022
Hello,

We're sorry to hear about your recent ordering experience with us and that our customer service was not successful in making your experience better. We have refunded your full order and a refund confirmation has been sent to the email address listed on your account with us.

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

Best,

Seamless
-Powered by Grubhub

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