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:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid total of 63.71$ for 2 hotpot from zhangliang hotpot only to not arrive. I waited for hours and driver didnt answer the phone call and also grubhub. Cs didnt answer the call also id like refund for this order ***************

  Business Response

  Date: 04/03/2025

  Hello,
  
  We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

  After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

  Reference: #*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  Date:04/01/2025

  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.

  Im filing complaint because I placed order for few dishes from south of the clouds restaurant through Yelp grubhub and didnt receive the food delivery Upon contacting grubhub customer service I was told they have to transfer my call to supervisor but no one answered my call. *************** order / id like full refund issued for this order

  Business Response

  Date: 04/03/2025

  Hello,
  
  We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

  After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

  Reference: #*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  Date:04/01/2025

  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.

  *************** Im filing complaint as I didnt receive this order from Teazzi tea shop and GrubHub cs told me they cannot pull up the order and transferred me to someone who doesnt even speak English id like 24.33$ refunded to my original payment method for this order

  Business Response

  Date: 04/03/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order you reported as affected. The adjustment was processed on April 3, 2025 in the amount of $24.33.
  
  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
  
  Reference: 294017499
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:03/31/2025

  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 purchased food from GrubHub and did not receive my order. I was not compensated and the company would not reissue my order. Waited 3 hours and was told they couldnt do anything I have small children waiting to eat and they kept saying it would be delivered the driver went from downtown ********* passing my location to an hour away. I placed my order at 3:36pm and it is currently 6pm and the time keeps changing the driver has been at the same location for an hour. That isnt a delivery. The supervisors kept hanging up on me and no solution was brought Driver named jj phone number ***************************

  Business Response

  Date: 04/01/2025

  Hello,
  We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

  After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

  Reference: 293815010

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23140755
  
  I am rejecting this response because: that is unacceptable that my money as well as food was taken with no compensation and they were able to see just like I was that the driver ran off with my food. Nothing was even done to disciple them they are able to keep doing this to others and if I have to keep going through different avenues to ensure others dont deal with this I will. I want compensation. This is the same automated response I keep getting 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/03/2025

  Hello,
  
  We have looked into this issue and are unable to provide a refund or additional compensation.
  
  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
  
  Reference: 293741137
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23140755
  
  I am rejecting this response because: they keep sending the same automated message to me and I never received my food and was extremely inconvenienced. There was no action taken just lies. Like I said I want compensation and action taken against the driver 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/31/2025

  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.

  Im filing complaint for this order from wonder bagels as I didnt receive it and when I contacted grub hub cs I was told that they cannot pull up my account and unable to assist Id like full refund for this order. 

  Business Response

  Date: 04/01/2025

  Hello,
  

  We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

  After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

  Reference: 293810707

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  Date:03/31/2025

  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.

  II ordered from Chicago Gyro (about 4 miles from my home) and after waiting almost 2 hours I canceled the order and Grubhub gave me a credit ($24 which incl a $5 late fee). Now when I try to order from any restaurant on Grubhub (using my credit) I get a message that says I cant combine payment methods and to pick one or delete one of the promos. Im not using a promo. I can order food from any restaurant and have a zero balance OR have a balance in excess of my credit and I still get the same message. Exhausted from dealing with them I asked for a refund because of my ordering issues. I spent an hour texting 2 different people. In the end, I wont get a refund and neither can I use the credit.

  Business Response

  Date: 04/01/2025

  Hello,
   
  We have looked into this issue for you and have emailed you more information.
  
  Reference: 293884689
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23138488
  
  I am rejecting this response because: they never communicated with me my email so I reject their communication on BBB. Here is another photo Im not sure got attached originally   
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/08/2025

  Hello,

  We resent the email to you with more information regarding this issue, as we have looked into it for you.

  Reference: 294445671

  Please let us know if you have any other questions at ******************************************************

  Best,

  Grubhub

• Initial Complaint

  Date:03/30/2025

  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.

  Privacy Request: Deletion of Data and Associated Account Attention: ********************** ************* Privacy Team Name: ****** ***** Login Email Address: ***************** Privacy Issue(s): On March 30, 2025, I received an email from Grubhub ************* via ********************************* to my login email address, *****************, entitled "Its go time on savings." This is an issue because I initiated the deletion of my Grubhub ************* account by phone years ago due to Grubhub *************'s insistence on sending customers, including me, to nonexistent restaurants to pick up food. This was not a one-time mistake. According to an *** report, Grubhub ************* listed about ******* unaffiliated restaurants on its platform. Therefore, I should not have an account with ********************** ************* despite all their falsely touted "savings." I am disappointed that after all these years, Grubhub ************* displays no remorse for the damages they inflicted on customers such as myself and restaurants, many of whom operate on thin margins and cannot afford Grubhub *************'s transgressions. I am resubmitting my privacy request to permanently delete my data and personal information collected by Grubhub ************* In addition, I'm requesting the permanent deletion of my account created at *************************************** and all associated data and the cessation of marketing and advertising emails.

  Business Response

  Date: 04/01/2025

  Hello,

  Thank you for reaching out to us.

  We have reviewed your request and confirm your account was successfully deleted 03/31/2025, in which you will not be able to make any further updates to. An email confirmation was also sent on 4/1/2025, and no further promotional emails will be sent.
  
  We are sorry for this inconvenience and hope that this information was helpful to you.
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub
  

  
  

  Customer Answer

  Date: 04/02/2025

   
  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.Thank you for confirming the deletion of my data and online account. I am disappointed that I had to file a complaint with the Better Business Bureau to stop the promotional messages. It appears that Grubhub harbored so much disrespect for me that a singular request from me did not suffice. Instead of Grubhub bombarding their former and current customers with promotional emails, ********************** should apply more resources towards strengthening their customer service and integrating ethics into their business practices. But before Grubhub can take these steps, they would first have to recognize, value, and respect the humanity of their customers.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/30/2025

  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'm almost embarrassed to contact the BBB again but here I am. So today 3/30/25 I placed an order for Burger King through the Grubhub app. I ordered a bundle plan which included three whoppers with cheese, ten piece nuggets and three medium fries. I ordered an additional chicken ** sandwich and two large drinks. The total was $49.44. I immediately received a notification that my order was being prepared and would take 40 to 45 minutes to arrive. However I kept receiving notifications of later delivery times. After two hours of waiting which was unusual I decided to contact Burger King and a woman answered the phone and she was kind of dismissive but I asked what was taking so long for my order and she told me that they make the food when the driver accepts the order which makes no sense considering the app continued to tell me who the driver was and that they were headed to the store. I called the driver and tried to communicate with them but they didn't speak proper English. My instructions were for them to call me or let me know they were there. I specifically asked for them not to place my food on the floor but of course they did anyway. When I received my meal my food was ice cold and my nuggets were missing. Two of the whoppers had tomatoes on it and I asked for it to be removed because me and my mom are both allergic. I contacted the app and told them about the experience and they offered me a $2.65 refund. I laughed out loud because I couldn't believe they were serious. Then they threw in the $6 tip. I wanted it all refunded because it was useless to me. At least my mom ate the chicken sandwich I had to go out and buy something else. I told them numerous times the entire meal needs to be refunded but $8.65 is all they were willing to give me. I was furious and let me tell you these apps are a disaster and I learned my ******* I'm not rich I can't afford to waste my money and all I asked for is a correct warm meal delivered at a reasonable time.

  Business Response

  Date: 04/01/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 4/1/2025 in the amount of $44.60.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: #*********.

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/04/2025

   
  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:03/30/2025

  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.

  GrubHub is the most worthless food delivery business around. I have only used it due to their agreement with ****** to not charge delivery fees, but I am constantly having an issue with orders from a variety of restaurants (it is this business and their drivers). I had yet another issue today Chilis does not make the drinks until the pickup person arrives (so the ice doesnt melt and so it is cold when received) and my driver grabbed the food off the shelf and left without talking to the staff or reading the obvious ticket that had the words Coke zero brightly highlighted (I spoke to the Chilis take-out person). Now I have to go all day at work without a drink and the person I complained to has zero empathy that I was completely fed up with this constant aggravation, she gave me automatically generated responses only, with zero concern for my frustration that my order is constantly being messed up due to laziness and not paying attention to obvious things. This is unacceptable. Its a good thing GrubHub isnt in my line of business (healthcare) or the world would be in trouble. Id rather pay a fee and use another company. Im done giving them chance after chance to remedy their sad business practices.

  Business Response

  Date: 04/01/2025

  Hello,
  
  Thank you for providing your feedback regarding this issue.
  
  For your inconvenience we issued Grubhub Credit to your account.
  
  Reference: 293863856
  
  We hope this helps, but please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23135767
  
  I am rejecting this response because:

  I do not plan to ever use GrubHub again so a credit is worthless to me. Why do I want to use your service again just to have my order incorrect? Just send me a refund and do better with your business practices. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/03/2025

  Hello,

  Thank you for reaching back out to us.

  We have looked into your request regarding this order to confirm a partial refund of the affected item was previously processed on 3/30/2025 for $4.74. Additionally, we applied $15 in Grubhub credit to your account on 4/1/2025 as an apology for the inconvenience caused.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: #*********.

  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23135767
  
  I am rejecting this response because:

  I do not want a credit. I am not using your business any longer so what good does a credit do for me? Take your credit back from my account, refund the full amount for the frustration and poor service your company provides, and that will be the end of the story. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/30/2025

  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.

  First time using their service. After chemo I ordered my family a large fajita family meal. It was *****. The delivery ran late. When it got there it was a burrito. A 8.00 burrito!!!!!! I immediately call the driver. She said it was out of her hands. I then called there support and they said due to numerous returns they denied me a refund. I had never used their serve before. So now after chemo and tired I spent the whole day trying to get them to just deliver what I paid for. Still havent gotten my food nor my money. Ill never use this service again

  Business Response

  Date: 03/31/2025

  Hello,
  
  We apologize for the inconvenience caused by receiving an incorrect order. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.

  You can also reach out to us directly at: ***********************************************************;
  
  Best, 
  Grubhub