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:09/16/2022

  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 ordered a meal from Grubhub an, in addition to it being almost 30 minutes late, it was wrong. They forgot my fries and tamales, I asked the company for a refund an they denied me. I should not have to pay for food that did not arrive.

  Business Response

  Date: 09/17/2022

  Hello Precious,

   

  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,
  
  Precious Hartison

• Initial Complaint

  Date:09/16/2022

  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.

  Missing food items last 7 times when ordering for my business employees. I have went through the GrubHub site to report the missing food items from the various restaurants, and will even get the Email verification stating that the money has been adjusted, and will be refunded back to my PayPal account. This is a lie! I have NEVER received any of my money back period! I have printed all receipts as proof of my "refunds" that I was supposed to have been received totaling in: $26.09 all together ! I also have proof that NONE of the "refunded" money has "EVER" been placed back into my PayPal account, nor back into my Business Banking account as well (PayPal is connected to my Business Account). We Will No Longer Order From this *****************************

  Business Response

  Date: 09/17/2022

  Hello ***,

   

  Thank you for contacting Grubhub. We're sorry to hear your orders have not gone as planned. We would be upset if we were missing items from order so we understand how concerning this is. We have looked into this further for you and we can confirm an adjustment was made for the following orders and amounts.
  
  ****'s ending in **** on 9/16/2022. Adjustment amount $9.34

  Panda Express ending in **** on 8/30/2022. Adjustment amount  $7.35
  
  KFC ending in **** on 8/13/2022. Adjustment amount $3
  
  Brother's Gyros ending in **** on 08/12/2022. Adjustment amount $4.75

  Subway ending in **** on 08/09/2022. Adjustment amount $46.45

   

  Each adjustment was submitted to your financial institution and it may take 3 to 5 business days for your financial institution to reflect these changes to your statement. In addition these changes may either be reflected as a credit line or as a correction of the original total. If the order total was corrected, the original total will be voided and you will only see the charge for the final(corrected) total. 
  
  Please contact your financial institution with any questions regarding their adjustment policies. 
  
  Please let us know if you have any additional questions or concerns. 
  
  Best,
  
  Grubhub

  
  
  

   

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18037207
  
  I am rejecting this response because:
  

   It has been more than 5 to 7 business days for each refund to be sent back into my business account, or even back to the PayPal account. 

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

  Business Response

  Date: 09/24/2022

  Hello,

   

  Thank you for bringing your concerns about your refunds 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: 09/28/2022

   
  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:09/16/2022

  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 08/31 I received an email from GrubHub stating that my email was changed. I did not make this change and responded immediately since I have bank account information and had gift cards with balances uploaded on my Seamless/Grub Hub account. I received a response via email that this issue was being escalated. Later on in the day on 08/31, I sent a follow up email requesting an update since I was not able to log into my account. I did not receive a response. On 09/01 I sent another email requesting an update, with no response. I call Grub Hub on 09/06. The representative stated he removed my bank account information and confirmed that two purchased were made using the gift cards. One for $102.09 and one for $62.84. The representative stated he was escalating the request for the gift cards to be reinstated and wait 48 hours. I never received a follow up nor were the gift card reinstated. I called on 09/08 and spoke with a representative who again was requesting a review of the gift cards. Again I waited 48 hours and no changes were made. I called again on 09/16 and the representative stated that I was called and emailed on 09/14, but I received no communication on my end. On 09/16, the representative texted me information stating that if the gift card was reinstated it would occur within 24, and if not I should reach out to the gift card provider. However, each gift that was added to my Grub Hub account was purchased directly through Grub Hub. On 09/16, I also attempted to resolve this via the Grub Hub chat, however, the contact person ended the chat, but provided information and charges that I do not see on my account. Below are the reference numbers associated with each call: 09/************, 09/************, 09/************.

  Business Response

  Date: 09/17/2022

  Hello *****,
  
  Thank you for contacting Grubhub. We're sorry to hear to your requests went unresolved after 48 hours. We have looked into this for you and have expedited the completion of your request. Our team has sent you an email to confirm your request#********* has been completed. We have issued a refund for the orders that were placed and we can confirm the full balance of your gift cards has been returned to you and is available for use. We have also looked into the breakdown in communication and provided feedback to our team members to ensure our team processes any future requests expeditiously. We apologize for any inconvenience this has caused you and we appreciate your feedback so that we can improve. 
  
  Please let us know if you have any additional questions or concerns. 
  
  Best, 
  
  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:09/16/2022

  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.

  We had canceled the Grubhub+ service back in 2020 but for some reason our credit card has still been charged monthly since then. Perhaps there was a technical glitch which has caused this issue but we would like to request a refund for all the months of service during which the account was not used (the account hasnt been used whatsoever as you can see via the history).

  Business Response

  Date: 09/16/2022

  Hello, 

   

  Thank you for reaching out to us regarding your Grubhub+ subscription and charges that have occurred since 2020. We looked into this and found no indication that your subscription was canceled back in 2020. If you have anything to show you canceled the subscription prior to us canceling it for you on September 15th, 2022, please email it us at ********************************** and we'll look into it further for you. If you do not have anything, then we ask you to please contact your banking institution for additional assistance with the charges. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18035595
  
  I am rejecting this response because: no resolution offered 
  
  Sincerely,
  
  Mark 

  Business Response

  Date: 09/22/2022

  Hello, 

   

  Our records do not show you have sent any confirmation that you canceled your subscription back in 2020. At this time, we ask that you please contact your banking institution for additional assistance. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/15/2022

  Type:Order 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 account email is ************************ My recent order from ***************************** never arrived. It has been on the arriving soon notice for nearly two hours, and the driver still isnt here. **************** was very unhelpful. I need assistance on this, Id like this order cancelled. Im not pleased.

  Business Response

  Date: 09/16/2022

  Hello, 

   

  Thank you for reaching out to us about a recent ordering experience you had with us. We looked up the email address you provided, and we did not find an account or orders placed under that email. However, we were able to locate your account and order under a different email address, and upon review, we noticed some unusual activity with your account. Therefore, we will not be processing a refund for your order and we have sent you an email regarding the status of your account with us. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/15/2022

  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 9/15/22, 8:24 AM we received a call from a Grubhub sales representative name *************************. ******* was trying to sell us the app service for our deli, and asked to speak with the person that handles these decisions, I told ******* that we had been receiving a lot of calls from Grubhub lately and that I had already given the previous reps the contact information, and thanked him and hung up. A few minutes later ******* called from his personal cell phone, and asked for the information again, when I repeated that I had already told him that a previous rep had the information and I wanted to just leave it at that, he then told me that I hadn't given the information to him, and wanted it. I told him we were not interested in the service, and asked him to not call again. ******* then told me that the calls would continue, and then I hung up before he could finish. ******* continued to call over, and over again, about 6-7 times total, and the ringing lasted about 20 minutes total until I blocked his phone number. I am pretty shocked that a sales rep would call from their personal phone, to harass a small business that didn't want what he was selling. Someone needs to have discussion with ******* about taking "NO" as an answer, and not continuing to harass places of business because he did not get the sale. I added three images of phone numbers that ************************* called from, to help identify him.

  Business Response

  Date: 09/15/2022

  Hello *****,
  
  We are truly sorry for the trouble you are experiencing with a member of our company. This is not the experience we want you to have. I am escalating this matter to the correct team to review and address the situation with Marshawn Short. We take these matters very seriously and will work diligently to correct this. If any further information is required, someone will reach out to you. 
  
  Once again, we apologize for the trouble. 
  
  Best,
  
  Customer Experience 

• Initial Complaint

  Date:09/15/2022

  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.

  They refuse to cancel an order after they extend the estimated time of arrival and then they don't deliver the product

  Business Response

  Date: 09/15/2022

  Hello ******,
  
  We're sorry to hear about your experience while using our service. We reviewed your inquiry and can confirm that your order 55412010-6376204 was cancelled and refunded. As a token of apology, you were given two $7 promo codes to use towards your next order. Please check your email for a confirmation receipt and the promo codes.
  
  We hope this helps.
  
  Best,
  
  Customer Experience 

  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:09/14/2022

  Type:Sales and Advertising 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.

  My Grubhub account was hacked and the hacker changed the log in info without my permission. Then they ordered $300 worth of food on one of my cards and I contacted Grubhub about it and they said they would remove all payment methods and then I would be contacted within 48 hrs via email about the issue. A few hours later I received a notification from Paypal that my account had activity from Grubhub. I contacted Grubhub again and they said they can't do anything until I am contacted via email eventually and I have to let the user continue to use my account until then. I have also researched this and it is extremely common for this to happen where accounts can be easily hacked, people's money can be spent and Grubhub doesn't even always contact the person with a resolution. It also seems there is a glitch where people can change an account's information without authorization from the account holder.

  Business Response

  Date: 09/15/2022

  Hello, 

   

  We're sorry to hear that someone accessed your account without your authorization. We apologize for any inconvenience this has caused. 

  
  Our Advanced Transaction Review Team has looked into this for you and they have sent you an email with additional information. 

   

  As for deleting your account, they have sent you a separate email on how to go about doing that. 

   

  If additional assistance is needed, please feel free to respond to one of our emails. 

   

  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:09/14/2022

  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.

  Grubhub is engaging in dishonest business practices. Per all advertising and marketing, their premium membership service promise free delivery on all orders over $12. Upon signing up and paying the fee for the premium service, whenever I try to place an order, the website demands I pay $18 for free delivery. This is not denoted anywhere on the website. Upon contacting support, the representative said that this was a policy change for the service. This is an exorbitant price for a deliver minimum and is just a way to extort customers when using their service. It is also blatant false advertising as it is constantly advertised that the minimum is $12 before signing up for a memebership.

  Business Response

  Date: 09/15/2022

  Hello, 

   

  Thank you for reaching out to us regarding your Grubhub+ benefits and how they work. We apologize for any miscommunication, but the ordering minimum is the same, at $12, but it needs to be $12 before taxes and fees. Additionally, Grubhub+ will only work on restaurants that are enrolled in our Grubhub+ program. A restaurant that has the *** logo next to their name is how you can tell if the restaurant is a participant or not. 

   

  We hope this information helps. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/14/2022

  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 placed an order on grub hub and after 20 minutes just as my order was supposed to be here, they sent me a text saying it was going to be over an hour before my food to be here Im a pregnant diabetic and I need to eat on a time frame so I went to cancel the order and now theyre refusing to cancel the order saying that the food was already made I want my order refunded because I cant eat it now by the time it gets here itll be completely old cold and inedible and out of the timeframe that are high risk pregnant diabetic is supposed to be eating. I want a refund for the $40 that this order cost me. Its unprofessional to triple somebodys weight time and as soon as you triple it they cancel it and you refuse to cancel it for them thats not OK. Especially now I wont even be able to ingest the order

  Business Response

  Date: 09/15/2022

  Hello, 

   

  We're sorry to hear that your order was delayed. This is not the experience we wished you had. We do everything we can to get the order to you within the original ETA we provide, but sometimes things happen that cause a delay. We sincerely apologize for the inconvenience. 

   

  We reviewed this for you and see that you chatted in to our customer support team and were able to get the order canceled and $20 in Free Grub was sent to you as well. Therefore, we consider this matter to be resolved. 

   

  If additional assistance is needed, please feel free to chat in again or contact us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub