Complaints

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

close

Find a Location

GrubHub has 3 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/27/2022

  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.

  On 9/23/2022 grub hub allowed an unknown person access my account and information. They allowed this person to make an unauthorized purchase with my money and they allowed this person to change the email address on my account with them without my permission. Now they are unresponsive to my contact attempts

  Business Response

  Date: 09/29/2022

  Hello,
  
  Thank you for contacting Grubhub. We're sorry to hear about what happened and understand how concerning this is. We have reached out to our accounting team and they have confirmed they've reviewed your account and sent a detailed email to you. We apologize for any inconvenience this has caused you. Please let us know if you have any additional questions or concerns.
  
  Best,

  
  Grubhub

• Initial Complaint

  Date:09/27/2022

  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.

  I contacted customer support about two instances where I ordered from a restaurant within their app and it was delivered cold on both occasions. And they are dragging their feet with resolving this issue and taking far too long to respond to my issue. And I am quite unhappy with my experience and expect a response sooner rather than later.

  Business Response

  Date: 09/28/2022

  Hello ******,
  
  We're sorry to hear about the trouble you've experienced with your latest orders. This is not the experience we want you to have.
  
  After further review, we can confirm that you were given a $10 promo code to use towards your next order. This was sent for your September 21st order. For the inconvenience, we've sent an additional $10 promo code for your September 27th order. You may find both codes in separate emails by checking your inbox or spam folder. 
  
  We hope this helps.
  
  Best,
  
  Customer Experience 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18138783
  
  I am rejecting this response because:

  Resolution isn't satisfactory 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/29/2022

  Hello, 

   

  We have refunded your order from September 21st as a courtesy. However, your order from September 27th was delivered within the original ETA, therefore, we will only be able to provide Free Grub for the inconvenience. 

  
  If you'd like to discuss this further with us, you may do so by reaching out to us at http://www.grubhub.com/help/contact-us. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/04/2022

   
  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:09/27/2022

  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 signed up for Grubhub Plus through an Amazon promotion for a free one year membership as long as you have Amazon Prime, which I have. I actually signed up a couple of months ago, and it was successful, but lately, I could not do it anymore because when I called customer service, I was not told from the start that you can only use this promotion through the app on a phone. I've been using it on the website, and never used it on the phone, but yet it gives you the impression that you can use it through the website, and when I click on forgot password, it sends me a link through my email, and not a moment later says the link has expired.

  Business Response

  Date: 09/28/2022

  Hello *****,
  
  We're sorry to hear about the trouble you're experiencing with your account. After further review, we can confirm that your account does have an active Grubhub+ Amazon Prime plan. There is no restriction as to using it on the app or website. If you are having trouble logging in, please reset your password. 
  
  Hope this helps.
  
  Best,
  
  *******
  Customer Experience 

• Initial Complaint

  Date:09/27/2022

  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 became a Seamless+ member on April 18th, 2022 at a rate of $60 for an annual membership. On September 2 I attempted to place an order which was automatically cancelled. I was never given a reason for this cancellation, I assumed the restaurant was closed. I did notice subsequently that my seamless+ membership benefits were not functioning, so I called customer service to see why. I was told there was a block on my account which was lifted and this is why the previous ordered cancelled and my membership benefits fell off. I have tried to contact multiple times through calls and emails. I was able to speak to someone today who said that an email explaining the situation was sent to me on Sept 21st - which I did not receive. That is however the day I emailed so I am sure it is a confusion. I was told my membership cannot be refunded or reinstated even though it is fully paid for a year and if I want to reenroll I will have to do so at a different rate which would be equivalent to $120/year (double what I have paid).

  Business Response

  Date: 09/28/2022

  Hello ****, 
  
  We're sorry to hear about the trouble you've experienced with your Seamless+ membership. After further review, we can confirm that your membership was automatically cancelled upon our automated system being triggered and stopped an order from being processed. This normally leads to account review and your account is now cleared. I have escalated this matter to a team that handles Seamless+ subscriptions and they will be working on reinstating your membership. Please allow 3-5 business days for that to take ******************* this helps.
  
  Best,
  
  *******
  Customer Experience Team
  

• Initial Complaint

  Date:09/27/2022

  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.

  On September 6th, an unknown individual fraudulently used my Grubhub account without my permission to place two food Orders at a **** store. One unauthorized charge was in the amount of $20.68 and the second was in the amount of $38.82. Later that same day, when I was speaking with a Grubhub representative about my concerns, the individual initiated a third Order, at ********** This was occurring at the very same moment that I was speaking with the representative and asking them to restrict all access to my account! Fortunately, that order was cancelled while I was on the phone, right before the person could pick it up. Based on the contact information that the individual inserted into my account, it is undisputed that it was unauthorized as they reside in Queens, **, which is hundreds of miles away from where I live, in upstate, **. On the following day I received an email from a "************" with the advanced transaction review team confirming the transactions were unauthorized and stating I would be refunded, but this never occurred. After I received the email, I closed my account to protect my personal and financial information (to prevent further fraud) and over the past few weeks, I have continued to try and resolve my issue with Grubhub without making any progress whatsoever. I have spoken to around 3-4 representatives and two supervisors via phone and internet chat, sent numerous emails regarding this issue and yet my problem still remains unresolved. It has been extremely frustrating to repeat the same information and I am constantly told the issue will be escalated and I will receive an email within 48 hours, which does not occur. It is simply wrong that GrubHub does not provide relief when the breach occurred on their system, and I should not be penalized for the illegal actions of another. Grubhub did not adequately protect my information and is the proper party to provide reimbursement.

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We're sorry to hear that someone accessed your account without authorization and there has been a delay in hearing back from us. We have looked into this for you and have sent you an email with information regarding your account and the orders that were placed. 

   

  If additional assistance is needed, please feel free to respond to our email. 

   

  Best, 

  
  Grubhub 

• Initial Complaint

  Date:09/26/2022

  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.

  I paid for boneless chicken and never received it. I contacted the Grubhub customer service department three times this evening. I have been told the same information that they will give me a $15 dollar coupon but will not provide a cash refund. I told that I don't want a coupon. I paid cash. I want my refund to be cash. My son's food smells like marijuana and my boneless chicken is missing. I want my money back!

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We're sorry to hear about your ordering experience with having an item missing and the other item having a smell to it. This is not the kind of experience we want anyone to have. We have looked into this further for you and have processed a refund for both items. A refund confirmation has been sent to your email. 

   

  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: 09/29/2022

   
  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:09/26/2022

  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.

  On 9/19/22 I received an Alert from my credit card company of a charge from GrubHub for $89.68.I was shocked because the last time I used GrubHub was in 2020, during the lockdown. I reached out immediately to GrubHub via their chat portal to inform them the charge was not made by me, it was fraudulent and that I was requesting that they cancel the order ##********-5071733 This was within minutes and before the order was processed for delivery.A GrubHub rep called me back and again I informed them to cancel the charge since I did not authorize the charge.I was told the charge would be canceled and to my surprise, the charge posted to my account.I would like to emphasize that 2020 was the last time I used Grubhub , the fraudster who placed the order on 9/19/22 ordered ********* for delivery to a ** address. I do not live in NY, I have no family or know anyone in NY.I reached out again to Grubhub via chat a total of 4x for help before & after the transaction posted and I kept getting transferred to different departments via chat with no resolution. Finally I requested a customer service number or email for their fraud department and the agent told me I had to wait for an email. I am extremely frustrated with their process, especially when I informed them right away of the unauthorized fraud charge and they did nothing to stop it.The agent gave me a case number *********, I am not sure if this is helpful or not but I am requesting a refund for this fraudulent transaction that I informed them of and they allowed it to post. This has been a very stressful situation.

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We're sorry to hear that someone accessed your account without your authorization and placed an order. We have looked into this further for you and we have sent you an email directly with information regarding your account and the order placed. 

   

  We sincerely apologize for any inconvenience.

   

  If additional assistance is needed, please feel free to respond to our email. 

   

  Best, 

   

  Grubhub

  Customer Answer

  Date: 09/29/2022

   
  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. They have issued a refund. 
  
  Sincerely,
  
  Rhode Liblanc

• Initial Complaint

  Date:09/26/2022

  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.

  I ordered food on 9/22/22 to be delivered to my work through my grubhub+ account. The ordered was immediately canceled. I attempted to place another order, but was unable to do so, and when looking to try again, I could see that it was no longer showing my grubhub+ account as active. I reached out to customer service to see what was wrong because my account is for a year of grubhub+, and it was just activated a few months ago. They told me that occasionally they cancel orders to protect accounts and that someone would get in touch with me in ***** hours via email. That was my lunch plan for the day, so I was told I could call to get more information, so I did, and was told the same thing and no one could give me any information on what was wrong with my account or why it was frozen. Fast forward to today, 5 days later, and I still have received no response, so I reach out on chat again. This time I am told that I didn't have an active grubhub+ account, and that I had canceled it on 9/22/22. which I had done no such thing. When I informed them of this they transferred me to a supervisor to handle my issue, and the supervisor ended up telling me the same thing I was told on 9/22/22 when I originally reached out. I requested a timeline and was told there is no exact timeline, but it is being worked on and someone will reach out. I asked the supervisor to verify for me that my account was not closed as the previous person had told me, and they wouldn't do that either. They just told me that they could confirm the account is under review and would not answer any other questions. I would like my account reactivated, someone to tell me what the issue was with my account, and I would like the time I have been unable to use it made up. I had coupons on my account I missed out on using during this time, and it has been extremely frustrating to try to figure out what is going on with my account.

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We're sorry to hear about your orders not processing to completion, your Grubhub+ subscription no longer being active, and that we have yet to get this resolved for you. 

   

  We looked into this further for you and have sent you an email with information regarding why your orders didn't process and about your Grubhub+ subscription. 

   

  We sincerely apologize for any inconvenience. 

   

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

   

  Best, 

   

  Grubhub

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18132991
  
  I am rejecting this response because:
  

  My grubhub+ was for a year of service through instacart.  You are offering me 2 months of service for something that should be active for 9 more months at least, saying the instacart promotion is over. I signed up for the promotion well within the activation period and there is no reason my account should have been canceled.  I would like my full year of service reinstated and I would also like an explanation as to what issue was resolved with my account.  The only information provided to me was that the issue was fixed.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/01/2022

  Hello,
  
  Thank you for contacting Grubhub. We are sorry to hear about your experience and understand how concerning it is that your Grubhub+ membership was cancelled. Additionally, we understand that you would like to receive a comparable Grubhub+ trial as the Grubhub+ cancellation was not initiated by you. We are working on providing you with a comparable resolution for this inconvenience and we will be in touch via email once we have additional information. 
  
  Please let us know if you have any additional questions or concerns. 

  Best, 

   

  Grubhub

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18132991
  
  I am rejecting this response because: I have yet to hear anything from you on getting my account fixed.  It has been multiple days, and I have even tried to reach out via the first email you sent and received no response, not even a "we're working on it."  We are now going on two weeks of me not having access to my account.  I would like an update from someone on getting my year long grubhub+ account reactivated.  I should not have to wait that long to have access to my account, and this time is eating into the time of my year long activation.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/25/2022

  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.

  Today I pre-ordered two dishes from Roti (a chicken and salmon dish) through Grubhub. **** opens at 11:30am and I was quoted delivery by 11:45. At 11:30 the driver was at the restaurant. I noticed him still sitting there almost 30 minutes later and reached out to the driver and Grubhub chat. The ** rep confirmed the driver was waiting for someone elses order also and that my food has been sitting in the car with the driver for 30 minutes. I received my food closer to 12:30 after my order had been sitting in a car for over 60 minutes just so Grubhub could make more fees. I complained of food safety and that my order arrived 45 minutes late and completely cold and was met with a $5 credit. Meaning Id have to use their service again to get any kind of concession. The fees alone cost me over $5. I asked for a supervisor to call me. The rep confirmed someone would call. Never received a call. When I reached out again I was met with the same lack of concern or assistance. When I mentioned Id be complaining to BBB and the health department I was immediately directed to a supervisor. Spent the better part of my day trying to resolve and was met with a complete lack of concern, frustrating round and round policy chat and disregard for my time, health or money. Companies should not allowed to be so big that they can treat their employees/drivers, customers and vendors this way. If you cant adequately deliver food, then get out of the business. Its literally your one job. I threw the food away, as communicated to all the reps and had to order something else. I would like a refund for the inedible and potentially risky food. This isnt the first time this has happened either.

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We're sorry to hear that your order was late and received cold. We appreciate you providing us with feedback and letting us know of your concerns. We will be sure your feedback is provided to the correct department for review.

   

  As for your order, we have processed a full refund. A refund confirmation has been sent to your email. 

   

  We sincerely apologize for any inconvenience this has caused. 

   

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

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/28/2022

   
  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:09/25/2022

  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.

  Just want my refund since the food quality was bad..

  Business Response

  Date: 09/27/2022

  Hello, 

   

  Thank you for reaching out to us regarding a recent ordering experience you had. We have looked into this for you and we have sent you an email with additional information. 

   

  Best, 

   

  Grubhub