Business Profile

Food Delivery

GrubHub

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Complaints

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

Customer Complaints Summary

2,491 total complaints in the last 3 years.
954 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/24/2022
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.
The website said the food would come in ***** minutes. Then it came over an hour and half after I ordered it. The food was cold and smooshed. When I contacted them to get my money back for a $30 meal, they offered a refund of $4.88. Not sure why. I would like all my money back and I wont be using this site again.
Business Response
Date: 09/27/2022
Hello,

We're sorry to hear that your order was delayed and received cold. This is not the kind of experience we want anyone to have and we apologize for the inconvenience.

We looked into this further for you and see that you chatted into and were already assisted by our customer support team. Therefore, we consider this matter to be resolved.

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

Best,

Grubhub
Initial Complaint
Date:09/24/2022
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 misleads customers in its partnership with Lyft Pink. Advertisements and official copy mislead customers to expect that Lyft Pink gives you a full Grubhub+ membership that includes "Special Offers" such as the "Grubhub+ member exclusive: $10 off any pickup order, every month" (attached image). My grubhub account shows the $10 monthly as a perk, but I was informed by customer support that "the monthly meal credit of $10 for pick up orders is not included in trial offers as the Free Lyft ********* linked to this account." (attached image). At the *** page located here: https://www.grubhub.com/help/contact-us/how-does-my-with-lyft-pink-work/7v8DJIFWiS3dkGLa5W3wCI "Grubhub+ costs $9.99/month but all Lyft Pink members are eligible to enjoy this membership absolutely free." At the advertisement located here: https://www.lyftgrubhub.com/ "With Lyft Pink, you get a free Grubhub+ membership" and "$9.99/month value." At the press release located here: https://www.lyft.com/blog/posts/lyftpink-adds-grubhub-perks "Free Grubhub+ ... valued at $9.99/month." None of the websites or advertisements use the word "trial" or indicate any difference between the Grubhub+ membership from Lyft Pink and the paid Grubhub+ membership. Keep in mind that Lyft Pink also costs money, so it's not free. All advertisements and copy lead you to believe that Lyft Pink provides a Grubhub+ membership valued at $9.99/month, which is the same price as paid Grubhub+. In order to find any mention of the word "trial" in relation to Lyft Pink, you have to dig through Grubhub's TOS to the ********************** Policy" section where they say "trial Offers involving third party services (e.g., Grubhub+ for Lyft Pink members ... )." That's the only mention of Lyft Pink in the entire TOS. Then in Special Offers section, "Some Special Offers, including Free Meal Perks... are not available to members participating in Trial Offers." This is a deceptive business practice and should be stopped and corrected.
Business Response
Date: 09/29/2022
Hello,

Thank you for contacting Grubhub. We appreciate you bringing this information to our attention and we apologize for any inconvenience this may have caused you. We are looking into this for you. We will follow up with you once we have additional information.

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

Grubhub
Customer Answer
Date: 10/07/2022

Complaint: 18124895

I am rejecting this response because: You haven't taken any action to resolve the complaint. When the complaint is resolved, then I will accept the response.

Sincerely,

*******************************
Business Response
Date: 10/13/2022
Hello,

We apologize for the delay. We are still reviewing this for you and have no additional information for you at this time. We will be sure to reach out to you if we have any questions or when we have additional available.

Best,

Grubhub
Customer Answer
Date: 10/17/2022

Complaint: 18124895

I am rejecting this response because:
The business still hasn't done anything to fix the issue.

Sincerely,

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

Complaint: 18124895

I am rejecting this response because:

The business still hasn't done anything to fix the issue.

Sincerely,

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

Business Response
Date: 03/01/2023
Hello,

We have provided your feedback to the correct department for further review and consideration. If there is an update to our terms of service, you will receive an update, along will all of our other users. If you are exclusively looking to receive the special offers associated with our Grubhub+ program, you can switch to a paid subscription at any point.

If you need further assistance or have questions, please get in touch with us at *******************************************************;

Best,

Grubhub
Customer Answer
Date: 03/02/2023

Complaint: 18124895

I am rejecting this response because:

You haven't fixed the issue.

Sincerely,

*******************************
Initial Complaint
Date:09/24/2022
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 order using grubhub and requently get the wrong order, half an order or something messed up. I document them with pictures everything my order is messed up and I report it to the company like I'm supposed to. They've stopped helping me just because there's been an unusual amount of issues like they say. Yesterday I ordered and received soggy food wrapped in napkins. Today was the last straw, when I was delivered two bags of busted spilled coffee floating in plastic bags. These are 3 huge frozen coffee cups. I've asked for help and they have again done nothing and all but called me a liar. Well guess what ******* I have proof for these orders. I want a refund of my last two orders then for thr company to remove my account including all of my personal information.
Business Response
Date: 09/26/2022
Hello,

Thank you for bringing this matter about the food quality and damaged food on your orders to our attention. Please check your email at your earliest convenience as we have reviewed this issue and sent you a direct communication there about the refunds on these orders.

Best Regards,
Grubhub
Initial Complaint
Date:09/23/2022
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'm GH+ member and made 70+ orders in the past year. I ordered lunch today (#********-7519928; $31.00), never received a delivery notification, but the app showed it was delivered. I couldn't find the order, so I messaged the driver. They said it was left by my porch's dog latch. My porch doesn't have a dog latch and I said so. I asked if they read the delivery details and supplied them with a screenshot of my order that showed those notes, but the driver ceased communication with me. I contacted Help and shared all of this. I was told that refunds weren't possible due to a data breach and offered me 2 $20 promo codes. I asked for a refund, was told that the escalation would take **** days for review. I agreed and made another order (#********-0955544) with no problems. I scheduled 1 more order for delivery (#********-9945349; $40.00). I received emails for the initial order and restaurant confirmation but nothing else. I couldn't pull up the details in the app and the restaurant was now closed, so I tried Help. The rep said my order showed to be delivered in the system and asked me to check around my front/back doors. I did, no order. My partner asked our neighbors if it was left there by accident, but it hadn't. The rep said that I couldn't get a refund because my account was under review for "excessive" credits/refunds. I asked if they could help me adjust the tip since I never got my order and was told no yet again. GH+ is a service I choose to pay for and any credits issued were because the order, or part of it, was missing. It isn't fair to be charged for unreceived products/services. I didn't receive these 2 orders and neither driver attempted to contact me, but I'm being forced to tip them anyway. I can't blame the restaurant since I don't know what I would've received, but I'm out $71 ($81 counting my monthly membership renewal) with nothing to show for it. Customers shouldn't be responsible for drivers that fail to perform their essential duties.
Business Response
Date: 09/25/2022
Hello,

Thank you for bringing the matter about your Orders 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 about your refunds on these orders.

Best Regards,
Grubhub

Customer Answer
Date: 09/29/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The business has issued me a refund of my full purchase price as requested. This transaction has been completed through my bank account and I would like to resolve this complaint.

Sincerely,

*******************
Initial Complaint
Date:09/23/2022
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 was having difficulty with my Grubhub+ membership on September 15th, so an agent told me to cancel my membership and then reinstate my account, which I did for the amount of $10.79. On September 22nd, my account was revoked and after speaking to two different agents, one of them stated that I would be refunded my original payment from September 15th and I would just need to reinstate my membership again for another $10.79. After attempting to reinstate my account, Grubhub would not allow me to, so I called customer service again, who told me that there were fraudulent charges and that my account had been blocked. They had not notified me of the fraud or the blocking of my account until I tried to find out, which I believe is very unprofessional. On top of this, when connected to a supervisor, they stated that they did not see the refund in progress and that my account would most likely not be unblocked until Wednesday, September 28th. They are charging me for a service, with no refund and no resolution, without me being able to use said service.
Business Response
Date: 09/25/2022
Hello,

Thank you for bringing this matter about your account and the Grubhub+ charge 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:09/22/2022
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 placed an order on 9/22 at 1:44pm for food. This was not delivered to me until after 2:30, at which point the food was stone cold. The bag was sopping wet on the bottom and the food was thrown out. Since it is fast food, it cannot be reheated either. This is extremely poor food quality and goes against the grubhub + guarantee, which I am paying for. There should have been no issue and a refund immediately issued. Instead, what I got was attitude from a representative, which is inappropriate. She also ignored me asking 3x to speak to a supervisor and the follow-up email that I sent was also ignored.This is the 2nd time in a month I have had to file a formal complaint in order to get any kind of response. I no longer order with any kind of regular frequency from your company because the food quality is so poor. I also DO NOT WANT CREDITS. I should not be coming out of my pocket for poor food quality at all. It shouldn't even be a question. It's common sense. I expect a refund for all of the hot food in this order, at a minimum and an explanation of why your representatives cannot read and do not know to transfer a customer to a supervisor immediately when requested.
Business Response
Date: 09/25/2022
Hello,

Thank you for contacting Grubhub. We are sorry to hear about your experience with Grubhub and understand how frustrating it is to not receive a resolution. Our team has reviewed your feedback and concerns and responded to you in detail via email on Friday, September 23rd, 2022.

We hope this information helps, but please let us know if you have any additional questions or concerns.

Best,

Grubhub
Customer Answer
Date: 09/27/2022

Complaint: 18063428

I am rejecting this response because: this is woefully insufficient as I have repeatedly stated that I am not utilizing your service and will not any longer due to food quality issues with every order, as well as MUCH longer wait times than are given at the time of placing the order. This order, for example, was given ***** minutes for delivery, prepared immediately and then sat for 48 minutes and was ICE COLD ONCE DELIVERED. I confirmed the time the food was made with the restaurant. How can you eat freezing fast food?? Additionally, the drinks were watered down and undrinkable. You are trying to force me to use your service and that is not abiding by the extra that I pay for the so-called GrubHub Plus. Know this -- either refund my money or I will NEVER use your service again AND I will be canceling GrubHub Plus and expect a refund for the remainder of the month. I will also be documenting this HORRIBLE customer service experience, where the blame solely lies on GrubHub, not the restaurant/business on all social media platforms.

Sincerely,

***********************
Business Response
Date: 09/29/2022
Hello,

The order in question was refunded on September 27th. Please allow up to five business days for your banking institution to have this reflected on your end.

Best,

Grubhub
Initial Complaint
Date:09/22/2022
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.
My order DELIVERY #********-5727986 from buffalo wild wings never came. I checked outside everywhere and the order was no where to be found and they are refusing to refund me because of "unusual activity". Now I am out my $64.21 for something I never got and they are refusing to do anything about it. It is not my fault that my order was never delivered and it is ridiculous they are refusing to do anything for a situation that is out of my control. I would like either the food I paid for or a refund for the order that I never received.
Business Response
Date: 09/22/2022
Hello,

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience. 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: 09/22/2022

Complaint: 18060674

I am rejecting this response because:
You have failed to refund my purchase and closed my account for no reason.

Sincerely,

********************
Business Response
Date: 09/22/2022
Hello,

If you do not agree with our decision regarding the closure of your account, you can appeal by filling out the form we sent you. Once we receive your appeal, we will review it, and reach back out to you by email.

Best,

Grubhub
Customer Answer
Date: 09/27/2022

Complaint: 18060674

I am rejecting this response because:
I have already filled out your online form to "appeal" this decision. I am tired of you guys constantly making me go in circles without no decent resolution and telling me to respond via email which I have done multiple times. Unlock my account and give me my money back this is ridiculous.

Sincerely,

********************
Initial Complaint
Date:09/21/2022
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.
Purchased a Grubhub gift card from ******* on 9/8/22 for my elderly parents. When they scratched off the gift code area some numbers became unreadable. Have contacted GrubHub and Fastcard several times. They always state that someone will email me in ***** hours. No response from them yet.
Business Response
Date: 09/21/2022

Hello,

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience. 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:09/21/2022
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 September 10, 2022, an unknown person hacked my Grubhub account and ordered copious amounts of food. The hacker actually changed the email address and password so that I could not access my account. Luckily, my bank caught everything and didn't hold the charges against me. I called Grubhub to try to resolve everything and was told that they would delete all payment methods but that the agent over the phone could not give me access to my account back. I would have to contact their help staff via email.So I did contact their health staff via email and they asked for all the information they needed (my full name, my email, the email the hacker used, the false order numbers). Even after giving them my full name, they called me by the wrong name (******) the entire time. And they marked the issue as resolved without giving me access to my account.Now it is eleven days later. I have been contacting Grubhub back and forth via email and even social media and nothing has been done. All that they have to do is ***** me access back to my account so that I could change the password and resecure my account. Despite them removing my payment methods, this hacker still has access to my account nearly two weeks later. The latest email they sent me is asking for the same information I gave them over a week ago and suggests that I ask to change my password by giving them my email so they can email me a new one. But that won't work because my account is still under the fraudulent email.I have never experience such horrid customer service and the entire situation has done major damage to my mental health, as I have an anxiety disorder.
Business Response
Date: 09/22/2022
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 were cancelled and refunded.

The matter has been escalated to our Advance Account Review team for further steps to be taken against the bad actor. Your account has been secured and 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:09/20/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July and August I filed four disputes with the bank for unauthorized transactions on credit card and debit totaling around $100. Someone made a Grubhub account and used my credit card information and debit card information to place orders. I would rather get the charges reversed from Grubhub directly for the unauthorized transactions as the bank is giving me nothing but excuses.
Business Response
Date: 09/22/2022
Hello,

Thank you for reaching out to us. For unauthorized charges, you will need to complete the dispute process with your banking institution as we are unable to process refunds for these charges.

Best,

Grubhub
Customer Answer
Date: 09/22/2022

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,

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

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GrubHub is NOT a BBB Accredited Business.