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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

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.

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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

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Saturday September 17th I went to make a payment with my card only to be declined. Seeing that I keep tight track of my account I knew that wasn't possible. I go to my online banking only to find out my card was used in ********, which I've never been, on Thursday September 15th while I was at work in ********** and ordered 2 separate grubhub deliveries. One for $39.03 and another for $64 as well as a pending third order for $40 but I Iocked my card before they drained my money. I tried multiple times to get through to Grubhub on the phone as well as the chat option only to be disconnected every time. I don't even have a Grubhub account connected to my card so I'm confused on how the transactions were even authorized. Unfortunately as I look through the complaints this seems to be happening more often. Hopefully there is a solution to this fraud and someone or someone's are held accountable

      Business Response

      Date: 09/21/2022

      Hello *******,

      Thank you for reaching out, we apologize for any trouble you may have experienced. We did review and sent you new communication in regards to your account and the refunds processed for the orders in question. Please let us know if you have any further issues or concerns. 

       

      Best,

      Grubhub

    • Initial Complaint

      Date:09/18/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order was claimed to be delivered yet never received it. Walked around entire complex looking for it. Called. Texted driver with no response. They refused to refund my order saying I've made this claim before missing food etc. I order from same ********** every time so ya, they forget Apple pies constantly. I have a right to dispute if I paid for food I never received. This time was entire order was missing. I put detailed instructions on where to deliver. Driver refused to answer phone.

      Business Response

      Date: 09/20/2022

      Hello, 

       

      We're sorry to hear you did not receive your order and that your matter was not able to be resolved immediately.

       

      While we were unable to initially unable to provide a refund, we have since completed our review and processed a refunded in full for your order. 

       

      We sincerely apologize for any inconvenience this has caused. 

       

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

       

      Best, 

       

      Grubhub

       

    • Initial Complaint

      Date:09/18/2022

      Type:Product Issues
      Status:
      Resolved
      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 Wednesday, August 24th, 2022 at 5:16 p.m. CST, I received the following email from Grubhub:We've updated your account email address to *************************** Now, go order something tasty!On Wednesday, August 24th, 2022 at 5:38 p.m. CST, I received the following email from Grubhub:We've updated your Grubhub password. Now, go order something tasty!I did not request that Grubhub change either the email address or password of my Grubhub account. I contacted them on Wednesday, August 24th, 2022 and in a conversation that concluded at 10:44 p.m. CST I told Grubhub that my user account was hacked. I was told by **************** that:******************* will escalate this to our specialized team to have it reviewed and you will be contacted within ***** hours.I did not agree that this was a good plan, given that my account was hacked.I followed up with Grubhub on August 30, 2022 and in a conversation that concluded at 11:25 p.m. asked:Hi there, at what point is my account going to be reinstated after it was hacked?I was told by *********************:I see that this issue has been already reported to our operations team so that they can promptly assist you with this issue. Our team will send you a follow up email within 48 hours regarding this charge.I shared that this was unsatisfactory.This issue has still not been resolved. I've received no correspondence from Grubhub and can only assume that a hacker still has control of my personal Grubhub user account.

      Business Response

      Date: 09/20/2022

      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:09/18/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 received an email stating my email address had been changed. I emailed Grub Hub and chatted with a rep making them aware that my account was hacked and $55 worth of unathorized charges were made through pay pal. Grub Hub said I would hear back in 48 hours but they have not reached out to me. It's sad thar you trust these businesses to keep your accounts safe and when fraud happens they basically say F you and your money. All I want is to be refunded and my account closed.

      Business Response

      Date: 09/20/2022

      Hello, 

       

      We're sorry to hear that someone accessed your account without authorization. 

       

      Our Advanced Transaction Review Team has looked into this for you and they have sent you two emails with more information, including how you can close your account. 

       

      We apologize for any inconvenience this has caused. 

       

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

       

      Best, 

       

      Grubhub 

      Customer Answer

      Date: 09/27/2022

       
      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 found fraudulent activity on my account and updated my account. They also gave me a refund

      Sincerely,

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

    • Initial Complaint

      Date:09/18/2022

      Type:Delivery Issues
      Status:
      Answered
      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 have signed up for grubhub and placed my first order. When I went to pick the order from subway restaurant there was no order in my name and someone else grabbed my order and I am left with a complete different order which is not acceptable. I contacted grubhub and informed about the same and requested for refund. But they made up some story and said due to refunds of account we cannot help and will contact in email later. This was complete nonsense. It was my very first order with grubhub. This is completely unfair practices and request refund back to my card for the order and I do not want any of there promo credits.

      Business Response

      Date: 09/20/2022

      Hello, 

      Thank you for contacting Grubhub we have reviewed your account and we are unable to issue a refund for your order at this time. We have sent you a detailed email regarding our decision.

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



      Best,
      *******

    • Initial Complaint

      Date:09/17/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 with GrubHub for a delivery from a restaurant the delivery was incorrect the food was cold and prepared incorrectly the driver got out of the car handed me my food and began hollering at me I paid $35 I called *** at ************** she confirmed with Grubhub that I should be refunded and they refused There was also a gas leak in the road closed down the driver chose to sit in traffic instead of going around

      Business Response

      Date: 09/20/2022

      Hello,

      Thank you for reaching out to Grubhub. We're sorry to hear about your experience. We understand how concerning this experience was for you and we apologize for the inconvenience. We processed a refund for your order and we have sent you an email which confirms we have issued a refund for your order. Please allow 3 to 5 buiness days to see this reflected on your billing statement. 

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

      Best,

      Grubhub

      Customer Answer

      Date: 09/21/2022

       
      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:09/17/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 9/17/2022 I placed an order through GrubHub to Sonic, spending $30.85. At that time, the delivery window was ***** minutes. Shortly after, the window changed to an additional 45 minutes, making the total delivery window at 90 minutes. We tried to cancel the order, but GH would not allow us. The driver also made at least one stop after he picked up my food. When the food was delivered the fries and burger were ice cold and the Sonic Blast was liquid. I reached out to GH again and was told they don't give refunds on cold food. What? That makes no sense at all. I would like my $30.85 returned.

      Business Response

      Date: 09/18/2022

      Hello, ***********;

       

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

      Best Regards, 

      Grubhub

      Customer Answer

      Date: 09/19/2022

       
      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:09/17/2022

      Type:Billing Issues
      Status:
      Resolved
      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 GrubHub account was stolen on Aug 24, 2022. The account email was changed from ***************** to ********************* On the same day after that, some one use the stolen account ordered food and a charge appears on the credit card associated with that account.I contacted GrubHub at least 3 times, but no solution was provided to get my account back.

      Business Response

      Date: 09/18/2022

      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: 09/19/2022

       
      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:09/17/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 13, 2022 I received two emails from GrubHub within about 30 minutes of each other thanking me for orders from Chipotle and Chick-fil-A that I did not make. I quickly logged in to my account and saw that one order had already been delivered, but the other one was in the process. I tried to cancel the order but was told the issue had to be escalated to fraud. The orders were sent to two different locations. Both these orders were to places that I have never been to, and are nowhere near my house. I do not know anyone in that area and have never given out my information. I believe my account was hacked and I did not get any notification alerting me. My phone number was even updated by the hackers, so I didn't receive any texts. I was told I would get a response within 48 hours, I never received any response. I then called support and was told, once again, the issue would be escalated and I would get a call within 48 hours and I still have not received that call. The first order for Chipotle was $64.04 and the second order for Chick-fil-A was $70.42. That totals to ****** and I would like a refund since I did not make the orders and have been trying to have them cancelled. I haven't even used GrubHub in months, and when I did I never made 2 orders within an hour of each other and to two different locations or for large amounts.

      Business Response

      Date: 09/18/2022

      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: 09/19/2022

       
      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,

      Chelsea Settle

    • Initial Complaint

      Date:09/16/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 activated my annual membership with Grubhub in Sept 2022 but all my orders were blocked by Grubhub for unknown reasons. I reached out to their customer service and was only told to wait, but after more than two weeks there was still no communication from them, despite my multiple attempts for an explanation. I think my interest as a consumer was jeopardized by Grubhub's unfair practice, and hence decided to file a complaint here.

      Business Response

      Date: 09/17/2022

      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: 09/20/2022

       
      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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