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:09/01/2022

  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.

  for the past 2 weeks, every day starting at about 11:00 I start to get calls and texts claiming that my driver is on their way, that they are nearly here, that they have arrived and then that they are downstairs waiting.Biggest problem besides the calls and text being extremely annoying, is the calls are from ******* and I live in South ******* and have NEVER placed an order with GrubHub. I have texted back that they had the wrong number but then the frequency of the texts and calls increases. I have blocked the numbers, but the next day the calls and texts are from a new number still in *******. I have even filed a complaint with the *** and even provided the Ticket number to whomever is sending the texts. While this was simply annoying at first, it is beyond infuriating at this point. And I need help to stop this harassment.

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We're sorry to hear you're receiving text messages for orders you did not place. 

   

  We looked into this for you and we were able to locate an account with your phone number attached to it. We have reached out to this individual asking them to update their phone number as soon as possible. 

   

  If the messages continue, please let us know by contact us at http://grubhub.com/help.contact-us or by calling us at ************ so we can take further action. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:09/01/2022

  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.

  There were some fraud charges made on 8-25-22 on my Grubhub account through Paypal for the total of almost $180. One order for Cane's, and two order for Chili's. I contacted the company immediately and they told me ***** business hours before I hear anything. I contacted them multiple times on ****, ****, ****, ****, and **** and still have not received a response to the fraud. I have made phone calls also on the above days and talked to multiple people that stated I should hear back in the ***** business hours and still no response.

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We're sorry to hear about what happened with your account and that there has been a delay in getting this matter resolved for you. 

   

  We have reviewed this for you and we have emailed you with additional information. 

   

  We sincerely apologize for any inconvenience. 

   

  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:

  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 august 27,2022 there was a fraudulent transaction for $111.37. I had called customer service and reported this as it was clear the transaction occurred in a completely different state other than where I reside in and they said they would forward the review on and Id receive a response within ***** hours. I never received one and called back the customer service line to speak with a supervisor the supervisor said there is nothing he can do as its being reviewed internally and cannot reach out to the **** internally as they had no contact info! Why is there a customer service When they cannot actually help!? Almost a week later no update or anything at the time I called I request my Grubhub account be deleted as I will never do business with them and they refused because they said they had to wait until after the review yet havent even reached out to me regarding this review that isnt even in process as well as I had to cancel my card that Grubhub pulled money off of and submit a fraud dispute with my credit card company. I submitted a dispute through PayPal and they said within one hour of reviewing that the transaction was not unauthorized because of my previous grub hub transactions from earlier in the month of august, yet they never asked me for details regarding this fraudulent one to actually compare addresses where I live, where my previous (non fraudulent) orders were sent to compared to the one that was fraudulent and where it was sent to and etc. I need help recouping my money and hold Grubhub accountable for their poor customer service who they put source to a different country who literally cannot help with any customer complaints or to resolve anything! The 877 phone number listed for customer service needs to be deleted from ****** immediately as Grubhub does not resolve issues nor contacts back especially when submitting disputes about fraud!

  Business Response

  Date: 09/01/2022

  Hello ****************,
  
  Thank you for reaching out to us, we apologize for our delayed response as we are experiencing longer wait times in terms of our review of these complaints. We have looked into this issue and have sent you corresponding communication to the email we have on file for your Grubhub account. All the details can be found there, the refund can take anywhere from 3-5 business days for it to be available in your account. 
  
  Best,
  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,
  
  Kia ******

• Initial Complaint

  Date:09/01/2022

  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 are a restaurant partnering with grubhub. Recently we completed and handed off the order to the driver and the customer later disputed the order that wrong items were delivered, and grubhub emailed us about the order being fully refunded to the customer. The reason was couple sandwiches and a water inside the bag. We dont even carry sandwitch in our menu. It is apparent that the driver handed off different restaurants order to the customer. We were not paid for the completed order. I

  Business Response

  Date: 09/01/2022

  Hello, 

   

  Thank you for reaching out to us. Grubhub has a specific team to assist you with your concerns. In order for them to address your issue please follow up with the *************** for further assistance. Please contact them at ************.

   

  Best, 

  
  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:08/31/2022

  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.

  I am here to report the business GrubHub. This company is very careless, and they dont take accountability of their drivers and the restaurants! I have order from GrubHub several times and every time it is something wrong with my order! Either my order is incorrect, or I just dont receive my order at all! GrubHub fail to help me out with the issues Ive been having with my orders, and they dont like to refund or even give out a promo code. This is my last time using their services, I will be closing out my account!

  Business Response

  Date: 09/01/2022

  Hello ********************************,
  
  
  Thank you for reaching out to us, we apologize for the issues you have had and we appreciate your feedback. We understand the frustration and hope we can use it to better our services in the future. If you have any questions or concerns please contact us back. 
  
  
  Best,
  Grubhub.

• Initial Complaint

  Date:08/31/2022

  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.

  GrubHub continues to withdraw monthly payments from my account, despite the fact that I have asked them to stop numerous times. I get different answers from their Chat customer service, and initially I was told that my money would be refunded - but it wasn't.

  Business Response

  Date: 09/02/2022

   

  Hello, 

   

  We're sorry to hear you're still seeing charges regarding your Grubhub+ subscription.

   

  We looked into this further for you and can confirm that your subscription is canceled and the last charge was on August 3rd, and our records show you contacted us on August 4th regarding the charges.

   

  As for the refund, we apologize for the delay. The refund has been processed and should be reflected on your end within five business days. 

   

  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: 09/07/2022

   
  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:08/31/2022

  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 am the owner of a small carry out restaurant. Today I chose to stop doing business with Grubhub due to problems with their platform - was on the phone with them over an hour this morning. As soon as I sent the email stating the reason why I was stopping their service, I started getting 1 and 2 star reviews on ****** in retaliation. I have submitted the reviews to ******. I have worked so hard to maintain my 5 star rating across ******, Yelp, DoorDash, and ******** and ensure my service and egg rolls are exceptional only to have my rating ruined by fake reviews . They mention rude waitstaff - I don't even have staff. My shop is in a small town and I get to know my customers.

  Business Response

  Date: 08/31/2022

  Hello, 

   

  Thank you for reaching out to us. Grubhub has a specific team to assist you with your concerns. In order for them to address your issue please follow up with the *************** for further assistance. Please contact them at ************.

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/30/2022

  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. 28th around 5:11 pm, I ordered from ********** a mcnugget meal large with a coke, another large fry, and a m&m Mcflurry. first, it was delayed fine then it was picked up and a five or six minutes drive turned into a lot longer drive since they went down halfway down a wrong road. then when I finally get my food the coke was flat, the nuggets, were cold, and the fries were cold I also only received 1 Fry and then two that's why I am mad the most I paid for something and didn't get it. Also, the ice cream was melted the entire order was horrible I contacted them to say that they offered me a 25-dollar perk for the next time I ordered and I just told them I wanted a refund instead of making use of their service again. They told me since I had previous complaints that I couldn't get a refund that they couldn't help me. I order a lot from them yes there are going to be a few but I will complain if my food is wrong just like I would complain if I was at the restaurant. This was horrible customer service and I paid ***** for my food if wasn't up to eating standards and all I want is my money back since it couldn't be eaten. I also couldn't go to the store since I was having some car trouble at the time and still am

  Business Response

  Date: 08/31/2022

  Hello, 

   

  Thank you for reaching out regarding a recent ordering experience you had with us. We understand that your request is for a refund. Sadly, due to unusual activity on your account, we are unable to process your request. We have sent you an email with additional information as to why. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17802679
  
  I am rejecting this response because: I didnt get my one fries and the food came cold or melted
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/06/2022

  Hello, 

   

  If you wish to appeal our decision, please follow the appeal process we have outlined in our email to you. Once we receive your appeal, we will review it and respond with our decision within 10 business days.

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17802679
  
  I am rejecting this response because: I already did when u gave me appeal never heard back
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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 received GrubHub giftcards to use during my post-surgery recovery. I have GrubHub+ through my Amazon Prime account. I have $52.55 in giftcards in that account. I ordered food on August 18th and that order was successful. I tried to order food on August 29 (yesterday) and the order went through and was immediately cancelled by GrubHub. I tried to order again (after calling the restaraunt and ensuring they were in fact accepting GH orders) and it told me "this restaurant is not accepting orders at this time." As it was the best option for dinner for me (given the fact that I have giftcards --that my friends bought me, and I am recovering from surgery), I chat in with customer support to provide me with help on the issue since the restaurant said they were accepting orders and didn't receive an order from **** was in a chat with ************** for 30 minutes only to receive no resolution. He told me that "occasionally we prevent orders from processing in order to protect your account." And I tried to understand this and tried to get information on why my account was locked and he wouldn't provide any reason or information. I requested to speak to someone who could help and he refused to "transfer" me. He said he would escalate my issue and the team would respond same day with a resolution or response. That did not happen. I contacted Chat Customer support again today. The representative, ************** also did not help me in any way. He provided me no information except to suggest I wait longer for an answer. He finally asked me if I wanted him to escalate my issue again and I said absolutely. Upon doing so, he said "I don't see your account being locked." So, one of the customer support agents is lying to me. Overall, I feel GrubHub is "stealing" from me and my friends by locking up $52.55 in gift cards. Upon a search of this issue on ******* I find complaints on ********* Reddit, and here on the BBB. I expect a resolution ASAP as I believe it is unethical and is theft.

  Business Response

  Date: 08/31/2022

  Hello, 

   

  We apologize for any miscommunication regarding the status of your account and any inconvenience this has caused. 

  
  We looked into this for you and found that your account is in good standing and that your order was canceled due to the restaurant not receiving your order when we sent it to them. 

   

  We can confirm that your gift cards have the correct balance and can be used immediately. 

   

  Again, we apologize for any inconvenience this has caused. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17800968
  
  I am rejecting this response because:

   

  I still am unable to order food via GrubHub. The reason you provided is inaccurate. The restaurant didn't "not receive" my order. You canceled my order as soon as I placed it and now won't let me order at all. I called the restaurant in question almost immediately after my order auto canceled to see if they just weren't accepting GH orders and they said they were and that they were even bagging up a GrubHub order as we spoke. So, this is on you. Your customer is terrible. Your customer service reps are either unwilling or not able to provide support with account issued. 

   

  Additionally, just verifying my gift card balances and saying my account is in good standing doesn't correct the error I keep getting when I attempt to place an order. Also, for tying up $52.55 of my family and friends money (giftcards they bought me to use post surgery during recovery), you all should really offer some sort of remedy on top of "fixing" my account so I can use it (which you didn't even do). I've had to use other means during my recovery to cover what that money and service should and could have helped with. Not acceptable. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/06/2022

  Hello, 

   

  We do not see any order attempts since August 29th. If you've attempted to place an order since then and are receiving an error message, please contact our support team by going to http://grubhub.com/help.contact-us so we can look into this further for you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17800968
  
  I am rejecting this response because:

  That's just patently false. I have attempted to order multiple times since that date with no success. You won't let me use my account. So this matter is not resolved. It's like you don't care to fix my issue but would rather me waste more time chatting in with incompetent customer support who do not fix problems when I chat in. So you are directing me to chat in, again, to fix the problem that's on your side of things? Seems right. I say that your essentially stealing money from those who already bought me giftcards. I'm incredibly disappointed on your lack of care and concern for this issue that's obviously on your side of things. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2022

  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.

  I order a lot of food since I work a lot. I am starting to have a lot of issues for my food to get delivered. I got the order incomplete a fwe times I have called the restaurant and they have insure me that the food was packed with everything. They are also leaving my food outside and it was stolen 2 times. Today they called me to deliver the food I answered my phone and answered the intercom for them to come in. No one came up I gived it time thinking they are probably parking who knows. I end up calling the driver and was told to go get my food outside. It was left on the floor and she didn't even bother to call back to let me know. I need this to stop please

  Business Response

  Date: 08/31/2022

  Hello, 

   

  Thank you for letting us know about some recent experiences you've had with us lately. We're sorry to hear that you didn't receive your latest order and apologize for the inconvenience. 

  
  We have refunded your order and have sent you a code to receive 20% off the subtotal of a future order within the next 30 days. 

   

  Please feel free to reach out to us with any issues you have and we'd be more than happy to assist you. You can do so by going to http://grubhub.com/help.contact-us or by calling us at ************. 

   

  Best, 

   

  Seamless 

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