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:09/07/2022

  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.

  On August 24, 2022, someone use my account (fraud) to order from Buffalo Wild Wings via grubhub that live in *************, ** that I had never visited and it is located 600 miles from where I live. I contacted the customer service via chat 3 times and phone 1 times. Each time, the ** said that I will be contacted within 48 hours and I will get the refund. No one had reached me regarding the fraud and what to do. I kept getting email that someone tried to login to my account and kept asking to reset the password. However, grub hub had not reached me at all regarding the issue nor help me to refund my account of total of $28.87. When I tried to chat again today, the ** always say no worries or cannot access to my order and need to connect to supervisor. However, the chat kept ended for several times.

  Business Response

  Date: 09/08/2022

  Hello ******,
  
  We're sorry to hear about the troubles you're experiencing with your account. After further review, we have confirmed that there was an order inconsistent with prior order history and it has now been refunded. The matter has been escalated to our Advance Account Review team for further steps to be taken against the bad actor. Your account has been secured and you were sent an email with instructions on how to further secure your account and any steps we took as needed. Please check your emails for that information.
  
  We hope this helps.
  
  Best,
  
  Customer Experience

• Initial Complaint

  Date:09/07/2022

  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 tried to use the coupon that good thru 9/7/22, but it has already expired.

  Business Response

  Date: 09/07/2022

  Hello, 

   

  We're sorry to hear that your promo code didn't work! 

   

  We sincerely apologize for the inconvenience. 

   

  We have sent you a new code that is worth $10. You will have 30 days to be able to use it. Other terms and conditions are stated in the email we sent you. 

   

  Best, 

   

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

• Initial Complaint

  Date:09/07/2022

  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.

  I had a fraudulent charge on my account on Aug.27th 2022. I reached out the morning after when I saw the email of multiple charges to my Grub Hub account I let them know I dont live near ******** where the order was and was confused as they utilized PayPal and it seems grub hub has no security preventing them for using that linked account. No verification of password or card. I was told that day ***** hrs it would be resolved 48hrs later I reached out again and was told that it was only business days m-f I guess. So I waited an additional day. They said they would expedite it to get their fraud team to review within ********************************** with the resolution. Nothing so I reached out again before the holiday weekend. I was then told there are no time frames for cases in the fraud department and they will get to it as quick as possible. I requested a direct number or email for the personnel working the case. I was told they can only be contacted internally and that that information isnt available to me. This company seems to be pulling their own fraud and not allowing people to speak with anyone that is actually involved in marking decisions. I am current still waiting on a response and it is not Sept 7th. Completely unacceptable when fraud is occurring.

  Business Response

  Date: 09/08/2022

  Hello *****,
  
  We're sorry to hear about the troubles you're experiencing with your account. After further review, we have confirmed that there are orders inconsistent with previous order history and those have now been refunded. The matter has been escalated to our Advance Account Review team for further steps to be taken against the bad actor. Your account has been secured and you were sent an email with instructions on how to further secure your account and any steps we took as needed. Please check your emails for that information.
  
  We hope this helps.

   

  Best,
  
  Customer Experience 

• Initial Complaint

  Date:09/07/2022

  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.

  I am trying to obtain help from GrubHub but all I get is the run-around from overseas representatives who either do not want to help, or possibly can't help. I was offered a GrubHub+ one year free membership by **** of America. I accepted the offer this week and already had one food order. I am also an Amazon Prime customer and now see that Prime customers are eligble for one year of free GrubHub+. I specifically read the terms of the agreement and FAQ's published. It states that "Existing Grubhub+ members are eligible for this offer, with the exception of existing Grubhub+ Student members participating through Amazon Prime Student. Follow the above steps to sign in or sign up for Prime or Prime Student, then connect to your Grubhub account to activate this offer. Your free one-year Grubhub+ membership will begin at the start of your next billing cycle." My next billing cycle was September 2023. I signed up for the Amazon Prime agreement but the GrubHub system wiped out my **** of America plan and the Amazon Prime agreement is active as of today, and not at the end of the billing cycle as stated under the terms. This is not only misleading but deceiving as well. If I knew then what I know now I would have waited until next year, September 2023, and if the Amazon Prime offer was still valid I would have signed up then. Can the BBB reach someone at GrubHub here in ***************** that can actually help? All other avenues with GrubHub support have failed. Thank you.

  Business Response

  Date: 09/08/2022

  Hello, 

   

  Thank you for reaching out regarding two current Grubhub+ promotions we are currently offering.  

   

  When signing up for Grubhub+, you must agree to terms and conditions. Our Grubhub+ terms and conditions clearly states "Only one Trial Offer is permitted per account and per household unless otherwise permitted by Grubhub. Trial Offers cannot be combined" under the Trial Offers & Promotional Discounts section. 

   

  You can review the terms and conditions here: https://lp.grubhub.com/legal/plus/

   

  We consider this matter to be resolved. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17930097
  
  I am rejecting this response because: The terms on Amazon's site clearly state: "Your free one-year Grubhub+ membership will begin at the start of your next billing cycle". At that point I really don't care what your website says. This is seriously misleading and I will be reaching out to your state attorney general since apparently you're being quite obtuse about this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/07/2022

  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.

  Grubhub allowed someone in ******** to order food using my account. I was asleep at home in ************** and did not allow anyone to use my account. As soon as I realized, I changed my password and contacted GrubHub and they told me they would investigate. Reading the similar complaints here, it appears they have had an undisclosed data breach. The charge is still pending on my credit card and I cant dispute with Amex for pending charges. I canceled payment in PayPal but it still shows pending there as well.

  Business Response

  Date: 09/08/2022

  Hello ******,
  
  We're sorry to hear about the troubles with your account. After further review, we can confirm that the latest order was not consistent with pervious order history and has now been refunded. The matter has been escalated to your Advance Account Review team for further action. You received an email with information as to what has steps have been taken to secure your account and information on how you can further secure your account. Please see your email for correspondence.
  
  We hope this helps.
  
  Best,
  
  Customer Experience 

• Initial Complaint

  Date:09/06/2022

  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.

  I have had the Grubhub + membership for a little over 2 weeks now. The membership is suppose to be for a year. I have not been able to use this service since getting it. I was told my account was being reviewed but no one can tell me why it is even being reviewed. I was told for the past 2 weeks now a little over 2 weeks that I should receive a response from that team in 24-48hrs. I have still not received a response and its been over 2 weeks now. Im paying for a service for a year that I have not been able to use and no one can give me an answer as to why. I havent used Grubhub in a long time and decided to try them again since I moved to an area that has a better selection to choose from my membership in a active but I havent been able to use it. I have called I have emailed I have sent messages via ******* and no one can give me any response as to why I cant use it or how long it will take for them to resolve their review. I just get told 24-48hrs

  Business Response

  Date: 09/07/2022

  Hello, 

  
  We're sorry to hear there has been a delay in getting your matter resolved and apologize for the inconvenience. 

   

  We have looked into this further for you and have sent you an email with more information regarding the status of your account. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/06/2022

  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 have a GrubHub+ membership which promises $0 delivery fees. However, I placed an order on 9/6/22 and was charged an $8.00 delivery fee.Customer service chat insisted that they did not charge the fee. Their own website receipt shows that they did.

  Business Response

  Date: 09/07/2022

  Hello, 

   

  Thank you for reaching out regarding your Grubhub+ benefits not applying. We apologize for any inconvenience this has caused.

  
  We looked into this further for you and found that you contacted our customer care support and they confirmed that you did receive the benefit of free delivery and provided you with a receipt breakdown as well to show the discount was applied. 

   

  If you are see a discrepancy with the amount you paid, we recommend contacting your banking institution for additional assistance. 

   

  Best,

   

  Grubhub

   

   

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17926727
  
  I am rejecting this response because: I literally showed proof they charged me what they claim they didnt charge.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/20/2022

  Hello, 

   

  We can confirm you were only charged $17.38 for your order on September 6th, and we have provided you with a receipt to show what you were charged and that the discount was applied correctly. Therefore, at this time, we ask that you please reach out to your financial institution for additional assistance. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17926727
  
  I am rejecting this response because:
  Receipt shows the $8.00 false charge.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/06/2022

  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.

  On August 30, 2022 I received a series of emails from GrubHub (sent the evening before).The first thanking me for my order, an order I did not place and was being delivered to an address in CA, I live in GA.The $127 order was charged to my account via PayPal.The second email, sent 2 hours later later, advised that the email for my account had been updated.When I received the emails the next morning I immediately responded to both messages advising that I did not place the order and I certainly did not change my email address. To date, the ONLY response I have received from GrubHub was on Monday, August 30th advising "Due to the nature of your message we have escalated this issue to our Advanced Account Review team as urgent. You can expect an emailed resolution from them shortly."After 48 hours and no response I sent a follow-up email requesting a status update. No response.Since then I have sent one additional email and communicated via Grubhub Chat. The chat ended in a similar non-resolution that my issue had been forwarded and someone would be in touch within 48 hours.On September 6, 2022 I was finally able to speak to a customer service representative on the phone. I once again explained my situation and was once again advised that my dispute had been forward and I would be contacted within....yes, you guessed it, 48 hours.While time was passing I did contact PayPal to dispute the charge. However, they advised that since I did set up PayPal in my GrubHub account they regard it as an authorized purchase and processed the payment. I did suspend all further PayPal payments to GrubHub.At this point not only would like to be refunded for the $127, but I would also like written documentation from GrubHub that the account formerly associated with my email has been permanently terminated. I am fairly certain there is a second payment method linked to that account and have serious concern that future orders may be placed, fulfilled, and charged to me.

  Business Response

  Date: 09/08/2022

  Hello ********,

  
  We're sorry to hear about the trouble you're experiencing with your account. After further review, we have escalated the matter to our Advanced Account Review team to resolve any malicious activity occurring on your account. We've been able to establish that the order placed on 8/28 was in fact not consistent with previous order history and has now been refunded. You will receive an email once your account has been fully reviewed and secured.
  
  Best,
  
  Customer Experience 

• Initial Complaint

  Date:09/06/2022

  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.

  Today I received an email from GrubHub that I had placed an order from Tropical Smoothie in *****************. I live in *******, *****. I immediately reached out to GrubHub to cancel the order before a driver was dispatched to pick up the order and they didn't. They removed my billing information from my account, but that was it. I spoke to 2 agents and a supervisor. The first agent said they were transferring the chat but ended the chat instead. One agent asked me why I wanted to cancel the order when I had already states it was due to fraud and the next agent asked me if I wanted to have the order redelivered and that I needed to update my phone number to not miss deliveries after I had told him that the order was placed fraudulently. They let the order be delivered to the person instead of cancelling it the first time and now I have to wait ***** hours for someone to do an investigation and tell me if I'm getting a refund. This is unacceptable. There should be something in place for these situations.

  Business Response

  Date: 09/07/2022

  Hello, 

   

  We're sorry to hear that someone accessed your account without your authorization and placed an order.

   

  Our process for this situation, is to send it to our Advanced Transaction Review Team for them to investigate the issue. 

   

  The investigation has been completed, and they have sent you an email with additional information. 

   

  We apologize for any inconvenience this has caused. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/06/2022

  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.

  Someone hacked my grubhub account and I have been unable to get grubhub to respond or reverse the charges. They keep saying they will get back to me within 48 hours but it has been 2 weeks and no one has contacted me.

  Business Response

  Date: 09/07/2022

  Hello, 

   

  We're sorry to hear there has been a delay in getting your matter resolved and apologize for the inconvenience. 

   

  Our Advanced Transaction Review Team has completed the review on your account and has sent you an email with additional information. 

   

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

   

  Best, 

   

  Grubhub