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:09/05/2022

  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 Aug 17th fraudulent charges were made to my Grubhub account from an address in ******, ********. On Aug 29th when I noticed money was taken from my account, apparently I had my account hacked in a state not of my own. I immediately reported to Grubhub via on-line chat and was told to allow ***** hours for Grubhub investigation team to provide a resolution - Case #*********. On 9/1/22, after 72 hours have passed, I called Grubhub customer service and was told that the investigation team will call me back immediately, no one called me - Case #*********. On Sep 5 2022, one week after my initial report, no one from Grubhub reached out, the money taken has not been refunded back to my account. When I called Grubhub on the same day 9/5/2022 for the third time, I was connected to a supervisor name ******* (he would not provide last name) - Case #********* When asked to escalate or connect with the investigation team, ******* stated that they have no way of communicating them and again, was told I need to wait another ***** hours, but no guarantee anyone will reach out. I asked ******* to either escalate to his supervisor or email me with an update on the case, he flat out said no, that's not Grubhub's process. It is evident that Grubhub does not take security breaches seriously and does not protect its customers. Caution to people reading this complaint, do not use Grubhub, there are plenty of delivery businesses that DO take security seriously and do not victimize their customers as I have experienced.

  Business Response

  Date: 09/07/2022

  Hello, 

   

  We're sorry to hear someone accessed your account without authorization and there has been a delay in getting this resolved for you. 

   

  We take this very seriously. 

   

  Our Advanced Transaction Review Team have completed their review and they have sent you an email with additional information. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/05/2022

  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 has blamed me for having the wrong orders sent, missing food etc. I've reported 3 different issues over the last couple of weeks and they've said I've had too many refunds. I asked them to then cancel my year membership since I'm now owed over $50 in incorrect or missing orders that they refuse to refund. They also refuse to refund my year membership but will cancel it. I find this very unusual and am very unhappy that they are taking my money but not fixing issues when every issue I've sent in to them is valid and justified. I'd like my account canceled, a refund on my years worth of payment ($50) and refunds for the 3 orders with issues ($50 min) Could you please help with this issue.

  Business Response

  Date: 09/07/2022

  Hello, 

   

  Thank you for letting us know about recent experiences you had with your orders and items missing. This is not the type of experience we want anyone to have. We were unable to provide a refund when you contacted us due to unusual activity on your account, which prompted a review. However, upon completion of our review, we determined that our terms of use were not violated. Therefore, we have refunded the affected items you recently reported. We have sent you emails with details of the refund. 

   

  Regarding your Grubhub+ subscription, we confirmed that your subscription is still active. Additionally, we are unable to provide a refund for your subscription. If you would still like to cancel, you can do so on your end, or just ask us, and we will cancel it for you. 

   

  Regarding deleting your account, we have sent you a separate email on how to delete your account. Please make sure to cancel your subscription before deleting your account. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/05/2022

  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 ordered $43 worth of food from Grubhub. My order was over 20 minutes late. I watched the driver drive out of the way from the direction of my apartment. My food arrived cold and Grubhub is not willing to compensate my for the food that arrived both cold and soggy. The other stamp on the chipotle bag says 12:40. My apartment is less than 10 minutes from chipotle. The quality of my food wouldve been a lot better if their driver hadnt drove out of the way from my apartment.

  Business Response

  Date: 09/06/2022

  Hi ******,
  
  Sorry for the confusion regarding the refund on order 46582000-5550241.
  
  We can confirm that the refund was issued on 9/6. This will be reflected on your bank statement in one of two ways:
  
  1.) As a VOID, which will completely cancel out the original transaction. In these cases, the transaction will disappear entirely from your statement.
  
  2.) As a CREDIT, which will apply a line item to your statement showing a credit from GrubHub for the full amount of the order.
  
  It can take up to 5 business days for your bank to update the transaction.
  
  Please contact us if you have any further questions or concerns or if you dont see your refund in the next few days.
  
  Thanks for using Grubhub!
  
  Best,
  
  Customer Experience
  

• Initial Complaint

  Date:09/05/2022

  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 recently hacked and two different GrubHub orders were placed within the *************, *******. I have never traveled to *****, I don't know anyone in *****, and I have never shared my GrubHub account information with anyone. I just suddenly received two emails from GrubHub thanking me for my orders in *****. I don't make a lot of money and I certainly could not afford the totals that those orders came out to. I logged into my account to change my password and I also noticed that all of my payment info had been deleted. I immediately reached out to GrubHub and explained what happened. They asked me to describe which orders were made without my consent, what the totals were, and what else happened. They then said that I should expect to receive a follow-up call or email from GrubHub to further discuss the issue. "Great, they're on it", I thought. In the meantime I had to reach out to *****, cancel my debit card, and request a new one to be sent to me which has taken over a week to arrive. I also hadn't heard from GrubHub at all during this time. No phone call or email like they promised, and when I reached back out via chat they just said that my issue was still "under investigation". No assurance that a refund will be expedited, no guarantees that GrubHub takes this matter seriously and wants to help secure my account. Just that "I should hear from GrubHub soon with the results of the investigation". What does that mean? Why can't I just get my money back for the hacked orders? Today I spoke with a PT over chat who promises me that I should hear from GrubHub within the next 24 - 48 hours. I told them I had already been waiting 8 days, and can't get groceries or use GrubHub during that time. No assurance that my account is safe or that I will get a refund! How can I trust GrubHub in the future?

  Business Response

  Date: 09/06/2022

  Hello *******,
  
  After further review, we have secured your account and cancelled any orders that were not placed by you based on inconsistencies from your previous order history. An email has been sent to you with further information on what actions we took on your account and any steps you may need to take. We apologize for any inconvenience.
  
  We hope this helps.
  
  Best,
  
  Customer Experience 

  Customer Answer

  Date: 09/06/2022

   
  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:09/04/2022

  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.

  Seamless by Grub Hub.Placed an order with a local pizzeria *********** order #**** in the amount of $48.67. with Tip The delivery driver who works for ******** made no attempt to deliver the food and sent a picture of the food left on some curb. Contacted the store to let them know and they refused responsibility said that it was Grub hub order that they are responsible. I have requested refund feel that an apology should be issued and coupon for the aggravation and stress associated with this issue. My family had to go the evening without eating since it was already 10PM when the order was placed and was supposed to be deliver at 10:52. so now all the restaurants are closed. and i have had to deal with this issue for the last 45 mins with their online chat.

  Business Response

  Date: 09/06/2022

  Hello ******,
  
  We're sorry to hear about the experience you had while using our services. After further review, we can confirm that your order was cancelled. You can expect the refund to reflect in your bank account within 3-5 business days, if not already. A confirmation email is sent once an order is cancelled so please be sure to check your inbox for that. We've also attached a receipt showing the voided charge here. 
  
  We hope this helps.
  
  Best,
  
  Customer Experience 

• Initial Complaint

  Date:09/04/2022

  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.

  Someone got into my GrubHub account and placed an order using my linked PayPal account on 8/30 to a state that's not associated with my account in any way. I received a confirmation email and reached out to attempt to cancel the order within 5 minutes of it being placed. I was told they couldn't cancel it but would submit my issue to their senior specialists who would send me an email within ***** hours. After receiving no response over 48 hours later I reached out by chat again and was given the same ***** hour timeframe. After another 48 hours I attempted to reach out to their customer service ******* to try to get something done and have been told again that the issue has been escalated. I'm very disappointed that the order wasn't cancelled in the first place before it had even been made and delivered somewhere. So now I'm sitting here out $62 because someone ordered food in a state I've never even been to.

  Business Response

  Date: 09/04/2022

  Hello Victoria, 

   

  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:09/04/2022

  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.

  Ordered food for 6 and when it says it was delivered it never came. I was at the door all the time waiting so I was surprised that ** says it was delivered when it was nowhere to be found. Did my due diligence and contacted the driver personally thru text and calling but to no avail. Went ahead and contacted cust svc through chat and told my plight; said I will be given a refund processed within 5 business days and a $5 grubhub discount for the inconvenience. I said I cant accept that because the problem was their delivery service in the first place so why bother give me a discount. I asked that they should be ordering me food instead since its already late and my family havent eaten dinner yet, they declined saying they cant reorder or order for me. I was then escalated to a manager named **** and said thay she cant do anything but offer me $20 grubhub discount. I then again said I cant trust using their service anymore and waiting for my money to be back in my bank acct wont feed my family. When I questioned the kind of service they have for a grubhub+ member, I was told I got my membership free through Amazon so I dont really pay them anything. When I did a recap of what **** told me, she declined to confirm or deny because its a recorded line. The conversation ended with me waiting for my money to be back on my account and a family hungry on a Saturday late night on a holiday weekend. They should not be in the business of food delivery because I felt discriminated in the fact that I got free grubhub+ membership through my amazon prime acct vs paying grubhub directly for their membership.

  Business Response

  Date: 09/04/2022

  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:09/03/2022

  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.

  Hello - I received an email from GrubHub confirming a VERY expensive order that was placed through my account, but from another state. I had reason to believe that someone hacked into my Grubhub account, so I went in and tried to cancel the order but Grubhub would not let me. I tried contacting Grubhub to get help with this issue but both times I contacted support I was told I couldn't be helped and that I had to wait ********************************** with further details. I have not heard from Grubhub in 48 hours, or even received a case number of any kind. All the money in my bank account is gone now because of this scammer and I would really like Grubhub actually get back to me and refund me.

  Business Response

  Date: 09/04/2022

  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: 09/06/2022

   
  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:09/03/2022

  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.

  On 9/3/2022 at approximately 5:58 pm I placed an order with GrubHub at the cost of $81.66. The estimated time of arrival was 6:47-657 pm. The first time change was 7:09-7:19 pm. A short time later is was changed to 7:49-7:59. Upon arrival at approximately 7:45. After being close to an hour late I was missing both an entree and side item. I applied for a refund for the items as well as filed a complaint for the time delay. For the time delay they advised I would receive a $10 refund. I spoke with a costumer service rep who advised that they would refund the items. The refund while close did not cover the cost of the items let alone the tax and fees associated. When enquiring about the delivery refund he advised that it was in the form of a promo. So I have to spend money in order to get what they owe me. The rep then ended the conversation prior to the conclusion.

  Business Response

  Date: 09/04/2022

  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: 09/06/2022

   
  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:09/03/2022

  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.

  Two fraudulent purchases were made on or around 9/21/2022 using my account and Paypal method of payment at a location in OR. I do not reside in nor have ever ordered from this state. I became aware and reported these two instances to GrubHub on 9/26/2022 and was told the issue would be investigated and resolved within 48 hours. I followed up again the following Monday, Wednesday and again on Friday and each time was told they were still looking into it. Given the time span and unwillingness of the company to ensure I am appropriately refunded, I am filing this complaint so that I may be refunded for the two fraudulent charges of $39.71 and $24.18.

  Business Response

  Date: 09/06/2022

  Hello *******,
  
  We're sorry to hear about the troubles you're experiencing with your account. We are working diligently to resolve the matter.
  
  After further review, we can confirm that orders placed on your account are inconsistent with prior order history and have cancelled those orders. You were sent an email with cancelation notices along with information about actions we've taken on the account and actions you need to take to help prevent future attempts made by a bad actor. Your account is now secure.
  
  Please let us know if you need further assistance.
  
  Best,
  
  Customer Experience 

  Customer Answer

  Date: 09/06/2022

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