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:09/20/2022

  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 don't use their service. I'm no Affiliated with them in no type of way. I'm on life support machine and I use my cell phone to Transmit my medical care. And gubhub keeps sending harassing text messages which Interrupts the transmission of my medical care. I have ask them to stop. They said no they'll will harrass as long as they feel like. It's a federal law that they keep violating. I want the HARRASSMENT to stop. This Is life and death for me. Please help me

  Business Response

  Date: 09/22/2022

  Hello ******************************* for reaching out to us, we deeply apologize for your experience and the trouble you are having. We do see there is a diner who had your number which was similar to their original number, it does look like they changed it and updated their account. We have also added you to a list and system so you are no longer contacted.

  
  Best,
  Grubhub

• Initial Complaint

  Date:09/20/2022

  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.

  I tried to place an order from Grubhub today and it was immediately cancelled after placing it. I then tried with several other restaurants and they are all cancelled. I reached out to Grubhub via online chat, ******** and phone call. However, all of them told me that "our systems prevent orders from being processed to protect your account." I cannot find anyone to resolve this issue for me and I am not able to place any order, using my Grubhub+ benefits, or using my Grubhub gift card balance. This is unacceptable that they cannot resolve this issue and they told me they cannot transfer rme to the back office team.

  Business Response

  Date: 09/21/2022

  Hello, 

   

  Thank you for reaching out about your orders not processing through to completion. Upon review, our records show that we sent you an email with additional information regarding why your orders did not process to completion, along with our resolution. Therefore, we consider this matter to be resolved. 

   

  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,
  
  Guanbo Shao

• Initial Complaint

  Date:09/20/2022

  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 banned my address from ordering and every time i inquire about getting this resolved, nobody helps me. my orders are always cancelled and so are my families. even with new accounts. nobody will help me at all. i speak and get redirected to chat agents many times and they say they will get back to me but nobody does.

  Business Response

  Date: 09/21/2022

  Hello,

   

  Thank you for bringing this matter 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:09/20/2022

  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 September 11, 2022, I was alerted to two separate food/drink orders placed through GrubHub. One order was to a 7-Eleven (amount charged - $24.12) and the other to ************************* (amount charged - $97.16); both businesses are located in *******. I did not authorize these transactions, and could not authorize them, since I do not reside in ******* and wasn't anywhere near ******* at the time of the orders. I contacted GrubHub via phone the same day these transactions appeared in my account and let them know that these orders were not authorized by me and requested that the payments be stopped. I was told that a ticket would be placed on these orders to try and stop them, that the issue would be escalated, and someone would be in contact with me within ***** hours with a follow-up. The transactions were not halted and the money was taken from my bank account through PayPal.I received an email from GrubHub on September 14, 2022, stating that refunds had been processed on fraudulent orders. I waited a few days to see if the transactions were refunded in my bank account, and noticed that only one transaction was refunded, the $24.12. I replied to their email on September 17, ********************************************************************************* the amount of $97.16. I followed up on that email by reaching out via GrubHub's online chat feature the same day and was told that someone would be in touch with me within 24 hours with follow-up information. I did not hear back from anyone, so I called GrubHub on September 20, 2022 and requested a status update. I spoke with a supervisor who could only tell me that my request is still being reviewed. When I asked why this transaction was still under review, while the other was refunded, he could not provide any answers.I would like to know what the hold up is in processing this refund, and also want the full $97.16 refunded.

  Business Response

  Date: 09/21/2022

  Hello, 

   

  Thank you for bringing this to our attention. Our records show that our Advanced Transaction Review Team has reached out to by email with additional information and that you will need to go through the dispute process with your banking institution. Therefore, we consider this matter to be resolved. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18050040
  
  I am rejecting this response because: The email I received from GrubHub states, A dispute has already been initiated and a chargeback has been issued from your financial institution, we will work with them directly in assuring your funds are returned. Their response to BBB suggests something different. I am requesting specific information as to why this fraudulent transaction has yet to refunded. From what I am able to see, the hold up is GrubHub. When I last spoke with them, I was told my dispute was still under review and they have yet to explain the delay.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/28/2022

  Hello, 

   

  We ask that you please contact your banking institution with any questions you have regarding the dispute process. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/08/2022

   
  Better Business Bureau:

  I received my money back and am now satisfied with the outcome.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/20/2022

  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.

  My account was hacked and an order was placed for 35 dollars. I have gotten little to no response from the team, was guaranteed a response within 48 hours that never came, and my customer service request was resolved with no access granted to my account or refund issued

  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:09/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my bank account used for a fraudulent order about 8 states away from where I live. I don't even use Grubhub, I believe i used them once 2 years. On September 15th I received emails and texts about an order for $73.00 that I did not place. I immediately called my bank to get that card canceled. Shortly there after I received a call from the delivery driver (which i did find quite humorous) I advised him it was a fraudulent order and to not deliver it. I then proceeded to contact Grubhub through their chat line to let them know as well. I left the conversation with the understandig they were going to address the situation immediately. I also accessed the Grubhub account and changed the password. I did notice that there were two addresses listed on my account from the state in which this fraud took place in. I will be finding a way to complete shut down that account once this ****** is resolved. Here we are 5 days later and it's still being "investigated". I don't know what exactly they are investigating but holding my money hostage isn't acceptable. It's a very cut and dry case of fraud. If the driver listened to me, the food shouldn't have even of been delivered! My credit card company shouldn't have to waste their time doing their own investigation. Which they are of course doing. Grubhub needs to just do the right thing, substantially quicker than whatever they have in mind. Also I feel that Grubhub has some serious security breach issues going on that they aren't warning their customers about. I wasn't quite ready to go as far as to do a BBB claim until I saw that this is pretty much a daily issue.

  Business Response

  Date: 09/21/2022

  Hello, 

   

  Thank you for bringing this to our attention. We looked into this further for you and see that we have already emailed you and resolved this for you. We' sincerely apologize for the delay. If any additional assistance is needed, please feel to respond to our email or contact us at http://grubhub.com/help.contact-us. 

   

  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,
  
  *******************

• Initial Complaint

  Date:09/20/2022

  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 saw got an email from PayPal on 9/15 that I have authorized a payment to GrubHub. I checked my PayPal account sure enough there was a $42.59 pending payment to GrubHub. I havent used GrubHub in 17 months and there is no record of any recent order. I immediately called GrubHub and was given their usual we have to investigate and will contact you in ***** hours. She found the PayPal transaction but wouldnt cancel it. I got no email confirmation of this investigation for my records. PayPal refused to refund me and I had no other recourse. Meanwhile, 48 hours go by and the money has left my bank account. I call GrubHub again, only to be asked to give all the details again. There is no record of the investigation into my account. I want my refund. This is clearly a widespread problem with GrubHub.

  Business Response

  Date: 09/21/2022

  Hello,

  
  Thank you for bringing this matter 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:09/19/2022

  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.

  Grubhub request: ********* Following no further communication from Grubhub or PayPal regarding the fraudulent charges on PayPal account from 9/13/2022. I DID NOT authorize the transaction to Grubhub to Outback Steakhouse in ************** for a total of $62.38. Upon discovering the charge, I immediately logged in to PayPal updated the payment methods, updated my address, removed the expired card (in the instance this was somehow compromised as well) and changed passwords on BOTH Grubhub AND PayPal. I reached out to grubhub (see attachment screenshot photos) as they identified it was not processed. However, I have been following this transaction very carefully and identified it cleared with PayPal subsequently directly from my checking account on 9/14/2022. My PayPal was used WITHOUT my authorization on 9/13 for a food order I did not place. I live in ******** and the order was delivered apartment housing in **************. I have not received any communication further from Grubhub since my chat conversation with them last night identifying this error. I am requesting a refund of my $62.38 for a purchase I did not make. Three attempts were to both PayPal and Grubhubno resolution or communication received.

  Business Response

  Date: 09/21/2022

  Hello,

  
  Thank you for bringing this matter 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: 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,
  
  *************************

• Initial Complaint

  Date:09/19/2022

  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 got a FREE 1-year membership to GrubHub because of being an Amazon Prime Member and they cancelled 4 of my orders without any reason. I contacted them via their chat, and they told me someone would get back to me within ***** hours. This was over 2 weeks ago. I have contacted them at least a total of 4 times and even called them and cannot get any answers. Finally, at the last contact, she mentioned something about Suspicious Activity on my account and also that it had been referred to their Escalation Team. Still, this has NOT been resolved. The Suspicious Activity they are talking about is me trying 2 other browsers to see if the order would go through since Chrome sometimes has problems. I just want to be able to use this service without headaches. They NEVER mean what they say or say what they mean because NOBODY ever gets back to you per their ***** hour promise. This coming Friday will be 3 weeks and I am sick and tired of being horsed around. NOBODY WILL HELP ME AND THEM STATING IT HAS GONE TO THEIR ESCALATION TEAM IS A JOKE. NOTHING IS EVER DONE. All I want to do is place my orders without a hassle. Being an Amazon Prime Member was supposed to have perks like this but it has been nothing but a nightmare. Thank you. *****

  Business Response

  Date: 09/21/2022

  Hello, 

   

  We're sorry to hear your orders are not processing to completion and there has been a delay in getting this resolved for you. 

   

  We looked into this for you and have determined why your orders didn't process. We have emailed you with additional details. 

   

  We sincerely apologize for this inconvenience. 

   

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

   

  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,
  
  *************************

• Initial Complaint

  Date:09/19/2022

  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 September 14 2022 I placed an order through Grub hubs service portal. *** order was for ********** *************************. When the order arrived, I opened the bag and immediately realized my order was incorrect. I did not receive two orders of Pozole and 6 tacos. I received an order of Birria, and tortillas. My wife and I shared the 1 order that was sent of ****** as opposed to the meals we actually ordered. I contacted Grub hub to let them know my order was wrong and the tacos were refunded, since we waited about an hour for our food, we ate what was delivered, so did not ask for a complete refund as we should have.On September 16th 2022 I placed an order Burrito Affirmation ********************************* through grub hubs online portal. *** order kept getting pushed back until I eventually received a text that read that my order was delivered. I thought this was some sort of error so I waited a it for the order to be updated. Never happened. I again contacted Customer support to report missing food. This time I was prompted that I could not move forward without speaking to a rep. *** rep then asked me a series of probing questions that eluded to me not seeing the food delivered. I work in front of the window facing the front of my home... Eventually they admitted that the order was delivered to the wrong house. Today I ordered food, and the order was cancelled almost immediately. After contacting customer support they told me the store was closed. Grubhubs website showed otherwise. ***y assured me that my money would be refunded for both of these orders. However, looking at my bank account the order from Friday is still there, and I now have to wait 3-5 business days to get my money back from a order that was canceled. I was told I need to contact my bank to get the money back that they supposably sent back to my bank on the 16th. I want my money back that is owed. I should not have to contact my bank for them to give me my money, for service that was not provided.

  Business Response

  Date: 09/21/2022

  Hello ****************,
  
  Thank you for reaching out to us, we apologize for any confusion. We sent you an email on September 19th with screenshots from our system indicating the status of both transactions/refunds you are waiting for.  
  
  Please be mindful that depending on your banking institution it can take them anywhere from 3-5 business days from the date they were cancelled (not including weekends) for the funds to be made available in your account. We are not able to contact your financial institution with your personal information. 

   

  Best,
  ****************
  Customer Experience Team. 
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18046840
  
  I am rejecting this response because: The screenshot emailed to me was only done so because I called in after two consecutive orders were faulty, and I called in to discuss. This was not done proactively. I was told by your agent that I would need to call my bank, show them this email, so they know that the charge should be reversed. My question is how many customers dont check their bank to see if the charge had been reversed. My bank account still shows that the charge was taken from my account and not reversed. It should not fall on the consumer to fix the mistake of Grubhub. 
  

  Furthermore, having to wait 3-5 business days to have money returned for a mistake that was not mine is unacceptable. Understandably, there are processes outside of your control, I suppose I put too much trust into your business and assumed reccurant mistakes wouldnt happen. Thats a mistake I dont intend to replicate. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/27/2022

  Hello, 

   

  We have provided you documentation to show that your funds are not in our possession. Therefore, if there is still a discrepancy, we ask that you please contact your banking institution for additional assistance. 

   

  Best, 

   

  Grubhub