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:09/02/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered from grubhub dinner from Out back steak house. Half my meal and my wife's full meal never came. The ribs I ordered were supposed to be baby back ribs which are very tender what I recieved was full ribs and so tuff I couldn't eat them. This is crazy. If a business sells a product they need to deliver said product. No one checks to see if you have what you purchased. I'm so angry we through this whole meal in the trash. I want my money back for the garbage you delivered and the garbage you didn't deliver. This is absolutely ridiculous.

  Business Response

  Date: 09/03/2022

  Hello, 

   

  We're sorry to hear about a recent ordering experience you had. We appreciate you bringing it to our attention. This is not the kind of experience we want anyone to have and we apologize for any inconvenience this has caused. 

   

  You originally received a partial refund, but we have since refunded your entire order. An email confirmation was sent to the email address on your account with us. 

   

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

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/08/2022

   
  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:09/02/2022

  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.

  Someone charged $65 on my Grubhub account. We saw it immediately and tried to contact Grubhub, tried to contact the driver, tried to cancel the order and anything we could think of - and nothing worked. I also tried to cancel my Grubhub account and couldn't. I called Grubhub, and the lady said she would send me a link to cancel my account, and she did not - surprise surprise!I would like to cancel my Grubhub account, and I will never use them again.

  Business Response

  Date: 09/03/2022

  Hello, 

   

  We're sorry to hear that someone accessed your account and placed an order without your authorization. We take this matter very seriously and we apologize for any inconvenience this has caused. 

   

  We have sent you two emails, one regarding the order placed and another on how you can delete your account. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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 Aug 24 someone hacked into my Grub Hub account (at *****************************, **) and bought three orders worth of groceries and dinner ($139.74, $99.33, $105.16). I am in *******, ** and don't know anyone in ***. The orders went to my PayPal account and PayPal automatically started to notify me of the charges. I logged into Grub Hub and tried to stop the transactions, but could not do it. The charges have since gone through to PayPal and to my bank account. I have been robbed. I have reached out to Grub Hub SIX times for resolution and they keep saying they are escalating the matter, however, I have not been contacted by this team or found any attempts to refund my money. I did get an email telling me to reset my password. I logged in and found my account had been wiped clean with no order history. Luckily, I do have the order history on PayPal. I posted a claim on PayPal. Nothing there either. After SIX ************* agents within ********************** (one hung up on me and I was being nice) all telling me they understand and are so very sorry... but they will escalate it. I am still without my money. Their business practices need to be improved. As soon as this is resolved, I will delete my account.

  Business Response

  Date: 09/02/2022

  Hello ****,

   

  Thank you for bringing this matter to our attention. At your earliest convenience, please check your email as we have sent you a direct communication there about this matter 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:09/02/2022

  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.

  Promised refund but never received. Said refund was promised by my financial institution never received it.

  Business Response

  Date: 09/03/2022

  Hello, 

   

  We're sorry to hear you're still not seeing the refund reflected on your end. 

   

  We have emailed you a receipt to show you the refund was successful and that we are not in possession of your funds. 

   

  At this time, we ask that you please contact your banking institution for additional assistance. 

   

  Best, 

   

  Seamless

  -Powered by Grubhub 

• Initial Complaint

  Date:09/02/2022

  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 order for grubhub delivery for lunch for my daughter and I. It said it was devlivered but it never arrived. I contacted customer service and they said they would be sending the food back out- but when I asked for clarity or confirmation the chat ended. Additionally there is no additional tracking info in my app for the redelivery. There was no offer to refund food. So they still have my money and have not delivered the re-order. When I reach out to customer service now all of my messages are ignored, and customer service on social media is not responsive even though the website says that is another way to reach resolution for issues.

  Business Response

  Date: 09/02/2022

  Hello, 

   

  We're sorry to hear that you didn't receive your order and that our customer support team did not fully resolve your issues. 

   

  Sadly, when a redelivery is placed, since it is done on our end, you will not be able to track it. Our records show that the redelivery was delivered successfully and in addition to the redelivery, we refunded your original order. 

   

  While we consider this matter to resolved, if additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub

• Initial Complaint

  Date:09/02/2022

  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.

  My son father ********************** has been doing grub hub under my name making money and they were depositing it into his account the irs took my income tax due to the amount of money he made he had an email address and phone number set up under my name ******** also called grub hub and asked them to deactivate my account when he realized I was on to what he had done

• Initial Complaint

  Date:09/02/2022

  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 25th, my bank informed me that I received 6 different charges from Grubhub. Many of them were declined but two were pending. One was for Grubhub ********* $44.72 and Grubhub Chicken Shack $27.19 both delivered to **************************************************************. I live in **********. The orders had just been placed **** minutes before I contacted Grubhub to attempt to cancel. They would not let me cancel the orders and I was put in chat queue that took 30 minutes of back and forth with a bot. Instead, 20 minutes after the communication with the bot to attempt to cancel, I received texts from drivers saying the order was delivered anyway. The bot kept apologizing over and over that my account had been hacked and said I would receive a report from Grubhub within ***** hours. Today is 9/2 and I have not been contacted by Grubhub since. The charges were not removed or refunded. They were pending in my account for 3 days and went through on 8/28 to take out the money. They were not reversed while pending which they could have done easily. My account was hacked, over drafted for what little money I had at the time. My maiden name is listed on the account, *****************************. username/email is *******************

  Business Response

  Date: 09/03/2022

  Hello, 

   

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

   

  We have reviewed this for you and have sent you an email to the email address listed on your account with us with information. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/01/2022

  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 contacted GrubHub on Aug 30th approximately 1:00 pm PT when I received a text about an order that I had supposedly placed. I contacted them through their chat immediately to tell them that I did not place the order. That this was fraud and they should cancel the order. As I was on chat with a supervisor i received text message after text message about this order the took place in ********. They told me that all they could do is create a ticket and that i would have to wait 24 to 48 hours for them to review it. After waiting ******************************************************************************************************* that I will probably receive a response in another 48 hours about the result of my investigation. Meanwhile, I have checks out including my rent check while they hold money hostage that was stolen from me. The supervisor ****** and the one I spoke to on Tuesday ****** both told me that would email me transcripts of the chats we had. Neither has done so. In the meantime I am being asked to wait an indeterminate and ever increasing amount of time. I asked ****** today if there was no resolution by tomorrow afternoon if he or someone else could follow up with me so that I know where I stand in regards to paying my ****'s. He told me that he couldn't and told me again that I would "just have to wait " How long is an appropriate time for someone to wait for the return of something that has been stolen from them? Especially, when they had nearly an hour after I notified them of the fraud to cancel the order and stop the driver from delivering food paid for with my hard earned money. This is unacceptable and I want nothing to do with GrubHub in the future. I want all of my information dated from their website.

  Business Response

  Date: 09/03/2022

  Hello, 

   

  We're sorry to hear about someone accessing your account without authorization and that you've yet to hear back from us. 

   

  We attempted to look into this further for you but your account was deleted, so we are unable to do so. 

   

  We sincerely apologize for this inconvenience. 

   

  At this time, we ask that you please contact your banking institution to dispute the charge. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/01/2022

  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.

  I ordered food from Wendys on Grubhub- I got an alert the driver was here, when I walked outside to meet them I saw the driver had dropped my food and was picking up French fries and chicken nuggets off the ground with his bare hands and putting them back in the bag- this went on for about 3 minutes, he then put both in a different restaurants plastic bag- (Farmer Boys), then he saw me- he slowly walked up to me handed me my drink and the plastic bag and walked away. He made no mention of dropping any food etc. i threw it out immediately- how disgusting is that? When I tried to talk to their chat line they offered a 5$ coupon. Thats how much I tipped this guy- and you cant change your tip. I said I wanted a full refund, he ended the chat. I went to ******* where a supervisor ******** offered me $10 but wouldnt answer if they could block that driver from delivering to me again and I asked many times and she just stopped responding. I then went back to their site and said the food never arrived, they refunded everything but $15. Talk about a health hazard first its in the ground then in this guys bare hands DISGUSTING!

  Business Response

  Date: 09/01/2022

  Hello, 

  
  
  We're sorry to hear about the experience you had with your order, the driver, and our customer support team. This is not the type of experience we want anyone to have and apologize for any inconvenience this has caused. 

   

  We attempted to look into this for you, but we were unable to locate the transaction in question with the information you provided. 

  
  
  Please feel free to reach out to us at http://grubhub.com/help.contact-us or by calling us at ************ and we will be happy to look into this further for you. 

  
  
  Best, 

  
  
  Grubhub

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17813409
  
  I am rejecting this response because:

   

  You have my name and address- I've already tried to contact you MULTIPLE times and was met with nothing but ridiculous responses. The order number was  This response just validates what an awful company you are regarding issues. The complaint i filed the night it happened should be at the top of your list and saying you don't have enough info is laughable. If your app didn't delete the information once food is "delivered" that would be helpful. It happened on 8/27 @ 7:45pm. I have no other info to give you. I've also tried to delete my account, but was also met with awful customer service when trying to do that. 

  The driver in question, WAEL should be fired for doing what he did with my order. 

  Does that help???
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/06/2022

  Hello, 

   

  In your response you did not provide an order number or any other identifiable information for us. If you'd like additional assistance, please feel free to reach out to us at http://grubhub.com/help.contact-us and we'll be happy to assist. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/01/2022

  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.

  Grubhub will not refund a $100 gift card I purchased. They sent refund to an account number I do not recognize. I want my $100 refunded by check, PayPal, etc

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We understand you're requesting a refund for your gift card. However, our gift cards are  handled by a third-party vendor. In this case, the vendor would be CashStar, meaning you will need to contact them at ************************************************** or by calling at ************ (second menu, option 4) to get assistance with your refund request. 

   

  Best, 

   

  Grubhub