Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,489 total complaints in the last 3 years.
951 complaints closed in the last 12 months.

If you've experienced an issue

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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:09/09/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unauth charges from someone in Grubhub. ** uninterested, lied and said resolved but not.
Business Response
Date: 09/12/2022
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: 09/14/2022

Complaint: 18006230

I am rejecting this response because:
No email from company has been received.
******************************************
Business Response
Date: 09/21/2022
Hello,

We have received your email response from Monday, and we have responded.

Best,

Grubhub
Initial Complaint
Date:09/09/2022
Type:Billing 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.
Three fraudulent charges were made on my account, the third of which occurred while I was on the phone with grubhub. I was told none of the charges could be canceled even though the orders were incomplete. An "investigation" was opened and I was told I would be contacted within 48 hours. Five days later I called them back because no one called me, and was told that because I had canceled the account there was nothing they could do. I explained that I closed the account because grubhub allowed multiple charges to be placed on my account and did nothing, so I wanted to make sure no more were able to be placed. I still had the emails confirming the charges, I had my bank statement confirming the charges, and grubhub was able to pull up the charges and had profited from them. The "costumer service" rep told me that there was nothing he could do and no one except him for me to talk to, essentially offering zero help. He told me to take it up with my bank.
Business Response
Date: 09/12/2022
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:09/09/2022
Type:Billing 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 have experienced credit card fraud on two separate incidents. This recent one has amounted to $392 in charges. I am complaining because they won't close my account as I have requested multiple times. I want this account closed so fraudsters can't keep stealing my money.
Business Response
Date: 09/10/2022
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:09/09/2022
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.
9/4 someone attempted to use my main bank account to order several different items through Grubhub for several different amounts. They were all declined, but then they moved on to the next debit card on my Grubhub account and were able to make a purchase for the full amount in that account leaving my account empty. I noticed the email thanking me for my order on 9/5 and immediately got online to report it. They escalated the issue. I never got an email confirming it's being looked into. I contacted chat again, escalated again and they said it would be ***** hours. Still didn't receive any updates via email or otherwise. Contacted chat again - escalated again and they said it would be another 24 to 48 hours I said NO, because it would delay my issue further and asked to speak to someone or give me a contact I could reach out to who could help me get this resolved, escalated again - AND the cust svc rep disconnected as I was asking for someone like a manager to talk with - then another cust svc rep got online, I explained it all over again, then they said - guess... ESCALATED AGAIN - and someone would contact me within another ***** hours. I finally got an email asking me for more information, even though I'd already sent screenshots of everything involving the dispute and theft, I sent it all again. I thought I was going to get an email back letting me know it's been resolved. apologizing for the inconvenience and the money the scammer stole through Grubhub would be back in my account within a few days. NO. Guess what the email I got back said? "Thanks for the response and sorry for the confusion and inconvenience. Upon checking all your previous transactions here at Grubhub, it seems like this issue was already escalated to the right department. An email response will be sent to you within ***** hours."They have a terrible process for fraudulent charges and theft using their app. I had to close my bank account, and update all my bill pays. Terrible
Business Response
Date: 09/10/2022
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:09/09/2022
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.
Sep 8, 2022 10:56pm Order #********-8779447 This is the first time the seals on the bags were broke open. It is clear the driver did it.Missing a burger, fries and a drink. I ordered 4 drinks and only got three and 4 cup cardboard holder thing that holds the drinks,the fourth spot for the drink holder was wet from a drink that WAS in it, that i didnt receive and the seals on the sack was tore except one, so as to easily retrieve a drink from it and it was the same way on the other sack with only one seal intact allowing to easily retrieve a burger and a fry. What i dont understand is that it is seemingly effortless to receive a refund from customer service for missing items or orders that never get delivered..Ive always received excellent customer service. However there is not an option to report the driver, who is clearly responsible for breaking the seals and stealing the food. The drivers must know this and thus the reason why they get away it. Personally, this ticks me off considering the cash tip given on top of CC tip could purchase their own burger combo
Business Response
Date: 09/10/2022
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:09/08/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Oder# is Order #********-3387836 I put in an order online for ********************* The driver left an order from ********************* instead of my order. I was also delivered 30 minutes later than I put for delivery time. I had to be somewhere else at the time the order came. My mother got the order. When I saw the order, it was a wrong small order. I called the phone number on the receipt. I told them I got a wrong order and they said they would redo it. I waited a long time and nothing came so called back and next person asked what I ordered. He said they don't even have one of the items. Then noticed on the receipt the restaurant name was wrong. I went to the grubhub online chat. They refunded the money but I never got my order and they said they can't send me my order free for all the mess like a restaurant would do. I could have been using my time making money ($30.00) per hour instead of trying to chase this down for 2 hours. I couldn't even feed my family tonight. I want a gift card for my original order to get my meal for free. $17.55 and $30.00 for the time I spend working on this.
Business Response
Date: 09/09/2022
Hello,

We're sorry to hear that you received the incorrect order! This is not the kind of experience we want anyone to have and we sincerely apologize for the inconvenience.

We understand you are looking for compensation in the form of a gift card in the amount of $47.55. Sadly, we are unable to provide the compensation you are looking for. However, we have sent you $15 in Free Grub to the email address listed on your account with us for the inconvenience.

If additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help.contact-us and we will be happy to assist.

Best,

Grubhub
Customer Answer
Date: 09/12/2022

Complaint: 18001862

I am rejecting this response because:

Two reasons ..

1) I have not received anything in my email for $15 in Free Grub. I checked my inbox and junk mail and there is nothing. My email address is ************************ (There is a r at the beginning of the email address before the m. If you left that off, it didn't work).

2) Chasing the pizza down kept me from working. My family was hungry and this kept me from working.

Sincerely,

*************************
Business Response
Date: 09/20/2022
Hello,

The Free Grub was sent to the email address listed on your Grubhub account. Upon review, it is a different email address. We ask that you please sign into your Grubhub account and under settings you'll be able to see what email address is listed.

Best,

Grubhub
Customer Answer
Date: 09/27/2022

Complaint: 18001862

I am rejecting this response because:
Ok I see the address you used and found the gift card for less than the amount of the missing food. I still do not accept the fact that I missed working because of this and was not reimbursed for the time I had to chase down the pizza to my hungry family. The missing time cheated them out of another meal due to I couldn't work and make money to feed them. If you don't reimburse me for everything you caused to happen for my family then I'm never going to accept your low offer just for the missing food we ordered.
Sincerely,

*************************
Initial Complaint
Date:09/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an on-line order from GrubHub on 12/17/2020 for food and at that time a pop-up menu came up for free delivery on my next order which I accepted. I have just recently discovered that I unknowingly signed up for a free 14-day trial for GubHub+ and have been charged $9.99 + tax for close to 2 years. I did not realize I was signing up for a service I do not use and when I called their support line - they say that they only refund for one month, even though I have been charged for a service I do not use for almost 2 years. I also checked my email and never received a notice that I was signed up for a GubHub+ membership or 14-day trial that was ending. I also never received a statement or any email indicating that I was a paying member. The only way I noticed was by looking at my credit card statement and noticing the charges. I do not use their service and feel I was tricked into this fraudulent membership. I called their customer support to resolve the issue and spoke to 2 representatives including a supervisor who would not refund anything other than 1 month membership fee. I feel that I was misled about signing up for a 14-day trial and was never emailed or contacted about the free trial ending and my being charged a monthly fee to my credit card. Also, was I never sent a statement of charges for any of the monthly charges for nearly 2 years. I am requesting that the company at least refund for 1 year at minimum at $9.99 per month plus tax (total $10.86 x 12 = $130.32).
Business Response
Date: 09/10/2022
Hello *****,

Thank you for contacting Grubhub. We're sorry to hear you have some charges on your statement related to a Grubhub+ membership that went unused. We would like to look into this for you but we are unable to locate an account matching your email address. Could you provide us with the email address on your Grubhub account so that we can take a further look for you, please?

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

Best,

Grubhub
Initial Complaint
Date:09/08/2022
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.
Oh 8/29/22, I placed an order with Grubhub at a typical place I have ordered from before. The order did not arrive and I received a threatening voicemail from the Grubhub delivery driver. I called Grubhub to resolve this and requested reasonable accommodation under the *** as I am hard of seeing, but they told me it needed to go to special investigations after I asked for reasonable accommodation. I waited for a week and Grubhub did not reply to email or call. I called again and was escalated to a manager who told me they would take no further action. They seemed to grow extremely hostile after I requested reasonable accommodation under the ***, I had another problem on 9/6/22 with another order. It also did not arrive as it should have. Contacting Grubhub, they told me that they needed to send it to investigations and would respond within 48 hours. They have not responded after I requested reasonable accommodation under the *** for my sight. I am tired of being lied to every time I call Grubhub. No calls back. No investigations. Nothing except disconnected calls and threatening voicemails from their drivers.
Business Response
Date: 09/10/2022
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:09/08/2022
Type:Billing 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 Grubhub+ account was compromised, and an unauthorized order was placed but caught and cancelled. I immediately went and changed my password, edited my info and reported the issue...as a result, they froze my account and cancelled my Grubhub+ subscription on the account, now asking me to pay for it and sign up again for the + subscription. I have been on Help Chat with them 4 times and emailed and still no resolution on my account being restored. I am requesting $99 for the subscription being cancelled and the time spent on this issue not being resolved.
Business Response
Date: 09/09/2022
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: 09/12/2022

Complaint: 17935545

I am rejecting this response because: I got the email directly from them with directions on how to resolve it and relink the free year Grubhub+ membership from Instacart+...however, the directions they relayed were not available and theres not a way to do it. Also, I emailed back twice over 3 days with that information and received no response.

I went back on with Help Chat today with the same issue of relinking/reinstating the + subscription...told the same method which they then realized doesnt work. Said they no longer offer the Instacart+ promo...but I had already signed up and received the Grubhub+ membership and the only reason

The first email offered a $25 promo code...because now two times after I have not been given the membership back or info how to do it correctly I am requesting a $75 code to resolve this if the + membership cannot be reinstated.

Sincerely,

***************************
Customer Answer
Date: 09/20/2022

Complaint: 17935545

I am rejecting this response because: The response emailed directly has not solved this issue, I still have no Grubhub+ membership and their customer service has not provided any solution that works to reinstate the membership that I had on my account before it was locked. I was offered a 60 day trial membership...but my membership was for 1 year and still had over 9 months left on it.

I am requesting a refund/payment of $119 which is the value of the full year of Grubhub+ membership. As they have provided no solution at all to reinstate my membership and the benefits it has, this is the only solution that I will accept to close this.

Sincerely,

***************************
Business Response
Date: 09/24/2022
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:09/08/2022
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.
Im currently stationed in ********* but I reside in ******** and on Sunday September 4, I received an email from Grubhub regarding an order I placed in the amount of $75.53. However, I havent used Grubhub in over 5 years. Someone elselocated in ******** managed to access my Grubhub account and placed this order. I dont know anyone in ******** nor have I ever been there. It appeared my Grubhub account was hacked. I contacted Grubhub customer service line 4 different times and I get the same end result. The customer service representatives told me each time we have escalated the situation and someone from Grubhub will be contacting you between ***** hours. Its been 4 days still waiting. I try getting some assistance by using their online chat over 5 times I get the same end results as above. I also send them an email on the matter and Im given the same response we escalated the situation and someone from Grubhub will be contacting you within ***** hours. I try disputing the transaction with PayPal since thats the method of payment the hacker used and PayPal concluded that since it was a pre authorization they cannot refund me the money and cancel the transaction. As a result $75.53 was withdrawn from my bank account. Im just frustrated with Grubhub and their lack of sympathy and unable to do the right thing. $75.53 may not be a lot of money to Grubhub but to me it is and I just would like to be refunded. Thank you for your consideration.
Business Response
Date: 09/09/2022
Hello,

We're sorry to hear there has been a delay in getting you a resolution regarding someone accessing your account without authorization. We take this very seriously and apologize for the inconvenience.

Our Account Transaction Review Team has completed their review of your account and have emailed you with additional information.

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

Best,

Seamless
-Powered by Grubhub
Customer Answer
Date: 09/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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GrubHub is NOT a BBB Accredited Business.