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:08/22/2022

  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.

  double charges for service since April 2022 contacted them and would only refund Augusts double payment and won't refund the prior months double payments They can't even get my name right. Enclosed their response..Your request (*********) has been updated. To add additional comments, reply to this email.******************************* (Grubhub)Aug 22, 2022, 8:04 AM CDT Hi *******, Thank you for following up with us, we understand how frustrating this must be. Unfortunately, the system only allow us to process the refund for the last month of the membership. I deeply apologize for the inconvenience. If you have any further questions or concerns, feel free to reply to this email or reach out to grubhub.com/help/contact-us for assistance. **********************Customer Experience Team

  Business Response

  Date: 08/24/2022

  Hello, 

   

  Thank you for bringing this to our attention. We sincerely apologize for addressing you in an email by the wrong name. We will be sure to follow up with this individual regarding this situation. 

   

  As for the Grubhub+ subscription charges, our records show that you have a Grubhub+ subscription, and someone by the name of **** also has a Grubhub+ subscription using your payment information. 

   

  If you are unaware of who **** is, we recommend that you contact your banking institution to dispute the charges. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/22/2022

  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 haven't used GrubHub since 2019 and the transactions on my profile reflect that. As of Saturday evening, there was a transaction made in the amount of $95 from out of state, through my personal banking account set up through my PayPal account that was linked to the ** account from past uses. The transaction did not post until Monday morning, when the money was officially taken from my personal banking account. I reached out to GrubHub on Saturday and was told I would hear back within ***** hours - radio silence since. I reached out to PayPal and they couldn't do anything at the time since no official amount had been posted, but they also reached out to GrubHub to notify them of this issue. GrubHub was notified and my account was "locked" due to unauthorized activity. I never heard back from GrubHub, and they proceeded to follow through with the transaction and take my money all while my account was "under investigation". I reached out to their **************** today (Monday) who once again told me the same, "we'll file a dispute, and you should hear back within 48 hours." Well, it's already been 48 hours and I've heard nothing and nothing was resolved? I was told twice I would be transferred to a Manager or Specialist in which, "they were having IT issues and we're unable to forward me." GrubHub does not care about their customers, and they do not want to resolve their issues. Money was stolen from me via GrubHub, and this needs to be made right!

  Business Response

  Date: 08/23/2022

  Hello, 

   

  We're sorry to hear about someone accessing your account without your permission and there has been a delay in getting this resolved for you. This is not the type of experience we want you to have. 

   

  We looked into this further for you and we found that we refunded the order and emailed you with additional information yesterday. 

   

  We hope this helps resolve your matter. 

   

  If additional assistance is needed, please feel free to email us back. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/21/2022

  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.

  Hi so I ordered from GrubHub on Thursday and I received jerk chicken and the meat was still frozen and pink and Ive tried to contact GrubHub about it and they did not want to give me a refund so thats why I contacted you guys to see if you guys would help also I threw out the food before I could get a picture and it was for my grandma and she eat it and now shes sick as ever so please help me get my money back is it be no reason why I paid for $30 worth of one food and the food was bad

  Business Response

  Date: 08/23/2022

  Hello, 

   

  Thank you for reaching out to us regarding a recent ordering experience. 

   

  We understand your request is for a refund. Sadly, we are unable to process that request. 

   

  Additionally, we have emailed you with information regarding your account status with us. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/21/2022

  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 beyond frustrated. I was a long time customer of doordash and was told that if I switched to grubhub I could get a year free through my Amazon prime. So I made the switch and ever since I've been having problems. Either the food shows up missing or incorrect, Or it doesn't show up at all. Maybe it's my fault for continuing to order but it is very convenient to have food delivered to the house for us right now.. Yesterday I had to contact the corporate office because I was told I was given too many refunds for other missing items that they wouldn't be able to refund me for my missing cheeseburger,2 chicken sandwiches that were both covered in Mayo that I'm allergic to and other issues. Corporate promised the refunds and also said they would give me a 20% off coupon. They never sent the coupon and I'm still waiting on the refund. Today I ordered from DQ. I was supposed to get 2 orders of pretzel bites that come with 3 pretzel sticks each. They both only had 2 and my ice cream was completely melted. I contacted the store and they said that the delivery driver may have taken them. I don't know who's fault it really was. But I do know I paid for food I didn't get. AGAIN. I then contacted chat and spoke to a *****************************. After everything she would say she followed up with is there anything else I can help you with? I asked her to please stop asking that. She continued to do it and then would change the words up and say can I assist you with anything else? I asked her multiple times to stop and she kept doing it. That's harassment. I had to ask her multiple times to let me send her a screen shot showing that I was charged more then was authorized. We found later that it was showing the total before the free shipping was applied. It took a very long time to get to this point and it was after her being very condescending to me. She then said can I help with anything else? Shedisconnected the chat.I want my money back &action taken towards how I was trea

  Business Response

  Date: 08/23/2022

  Hello, 

   

  Thank you for providing feedback on your experience when you contacted our support team by email. We will be sure to look into this matter for you and take the appropriate action once our review is done. 

  
  
  As for your order, we will be unable to process a refund.

   

  Additionally, we have emailed you with information regarding the status of your account. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17747854
  
  I am rejecting this response because: I told you that your customer service rep was harassing me. I showed you pictures of the incorrect food.  You can see what I ordered and what I got.   Now because I had to file A BBB complaint you blocked me from placing anymore orders.  Thats not how to run a business.   I will never use your company again and I will make sure that people hear how your company treated me.  I've been with door dash for years and never have problems with them.   Your email telling me you blocked me was also very rude. Corporate promised a refund and a 20% coupon. That never happened. Your company is scamming people.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We have conducted a review regarding the representative and appropriate action has been taken. However, this is an internal matter and cannot be discussed further with you. 

   

  As for a refund, it was denied due to us determining you violated our terms of use and your appeal was denied. 

   

  If you are looking to regain your funds, we ask that you please contact your banking institution. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17747854
  
  I am rejecting this response because: what did I violate? I have picture proof of the wrong food that I was able to show. I contacted  corporate because of how your company treated me.  What did I violate Excatly?  Because I reported all your mistakes?  I have been with another food delivery service since I stopped using your service and haven't had one problem.   Consumers deserve to know how your company treats customers.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/20/2022

  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.

  On 8/20/2022 i ordered merchandise from seamless/grubhub holdings. They cancelled my order stating that they sold me merchandise that wasnt available. They did not offer an alternate item or service just stating that I would get my money back in about 5 days!. This did not help me feed my family, or have enough money to repurchase my items. I called and spoke to ***************************** who claimed to be a supervisor. This guy played games with me by 1 offering a ***** credit in which I would have to use $***** and then pay the extra fees!!! This is taking advantage of customers they already stole money from. **************** even went as far as to offer me 4 $***** credits with each having the same exact penalties! This is insulting!!! I was on the phone with **************** for up to an HOUR!!!! He stated he did not have a supervisor but then stated that his supervisor informed him that there is nothing he could do. Why lie to the customers grubhub?!!!!! Why take advantage of customers? Why steal our money? Why was I treated this way? STOP SCAMMING CUSTOMERS WITH FAKE OFFERS WHICH REQUIRE US TO SPEND MORE MONEY AND MAKE GRUBHUB/SEAMLESS MORE MONEY!

  Business Response

  Date: 08/23/2022

  Hello, 

   

  We're sorry to hear we were unable to fulfill your order for you. We understand how frustrating that can be and we sincerely apologize for any inconvenience. 

   

  We appreciate your feedback and we will be sure to make sure your feedback gets to the correct department. 

   

  Our records show that you were provided a full refund and given two $25 Free Grub codes for the inconvenience. Therefore, we consider this matter to be resolved. 

  
  Best, 

   

  Grubhub 

   

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17747
  I am rejecting this response because:
  Grubhub is lying. I did not receive 2 $25.00 credits and they did not address any of the concerns listed in my complaint. This is exactly how grubhub doesn't care about it's customers or their concerns. To just lie to the BBB is pathetic and GrubHub should be ashamed. They didn't even offer to bother to call or speak to me. DO NOT USE **********************************************************************************************

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We're sorry to hear we didn't address your concerns. When we refund an order, it is immediate on our end, however, it can take your banking institution up to five business days to release the funds back to you. This is why we give the timeframe.

   

  Because the order was refunded in full, the only additional compensation we could offer is Free Grub, which do have certain requirements that need to be met in order to use them and they are stated in the email with the Free Grub code. 

   

  As for you not receiving the two $25 Free Grub codes, we looked into this for you and see that one code has already been used. For the other one, we ask that you please check your spam or promotional folder. If you still do not have access to it, please call us at ************ and we will be happy to assist you further. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/20/2022

  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 recently made an order my food was never delivered nor there was tracking. I contacted Grubhub and they said to wait 7 days. This is ridiculous they took money out of my account and yet havent received the food. I will never ever order from here again. I used to order all the time while in college but this is the last time Im out of $76 with no food

  Business Response

  Date: 08/21/2022

  Hello *******,

   

  Thank you for bringing this matter to our attention. Upon your earliest convenience, please check your email, as we have sent you a direct communication about this matter there.

   

  Best regards,

  Grubhub

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17747065
  
  I am rejecting this response because I have not received an email, please its been almost a week
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We have received your appeal regarding your account and have emailed you a response. Please make sure to check your spam and promotional folders as sometimes our emails can end up there. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/19/2022

  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.

  Over the month from July to August, I order alot on grubhub since I have a family to feed and no stove to cook on. When my food arrives cold or under cooked, I will submit it for a refund. Now I am being told my grubhub supervisors or account specialists that my account have an usually amount of refunds and they can't refund me for unedible food as if they copy and paste from a template. Please help.

  Business Response

  Date: 08/20/2022

  Hello ********,

   

  Thank you for reaching out to us about this issue. Upon your earliest convenience, please check your email as we have sent you a communication about this issue there. 

   

  Best Regards,

  Grubhub

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17745171
  
  I am rejecting this response because: They send me an email without the refund for the items. I was refunded one item that arrived damaged but they reported it as missing. I attached the picture. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/01/2022

  Hello, 

   

  We refunded the item that you reported an issue with and we provided you with $25 in Free Grub for the inconvenience of your food arriving cold. We consider this matter to be resolved. If additional assistance is needed, please reach out to us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/18/2022

  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 and didnt receive my completed order. The driver stated the restaurant didnt give him the full order. Grubhub will not refund my money nor have the order redelivered. They state their system will not process a refund due to a flag on my acct. anytime I have requested a refund of any sort it is because their drivers left my food outside on the ground or if my items were not delivered. It is completely unacceptable to take my money, not deliver my food and then tell me I have to wait two weeks for a resolution by email.

  Business Response

  Date: 08/19/2022

  Hello *****,
  
  Thank you for reaching out to us regarding your concerns. This is not the experience we want you to have.
  
  While investigating, we are unable to locate a recent order linked with your phone number or email address. Kindly provide us the order number so that we may look into this for you.
  
  Best,
  
  *******
  Customer Experience
  **********************

• Initial Complaint

  Date:08/17/2022

  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 allows a user to set a time for food to be delivered. Sometimes people work and aren't home..so you order ahead of time (preorder). I had ordered ******* to be delivered around 2:30pm and somehow it arrived 45 minutes earlier. Because no one was there, ants got in my food and it was ruined. I asked for help with grubhub and the guy basically told me nothing can be done...because it wasn't late. I'm pretty sure food sitting in the sun for 45 minutes and ants getting into it...can cause some health issues. They won't help so I came here asking for help. All I want is a refund for food I can't eat. Thank you.

  Business Response

  Date: 08/17/2022

  Hello **************,
  
  Thank you for reaching out, we apologize for any inconvenience that occurred with your delivery order from Popeyes placed August 16, 2022, from your other GH account. 
  
  We do see it was delivered early, thank you for your feedback, we went ahead and refunded the order, depending on your bank institution it can take 3-5 business days for the funds to be available in your account. 
  
  Best,
  Grubhub

• Initial Complaint

  Date:08/17/2022

  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 recently found out that Amazon Prime now includes one year of free GrubHub+ membership. I've used it in the past, but the restaurants around me are all pretty bad and often mess up order specifics, forget things, overcook/undercook the food, or violate health standards. Because of this, I stopped using any food delivery services because it wasn't worth paying more money for a service, having to tip a driver, and deal with a wait just to get inedible food. GrubHub was pretty good with helping customers, but since so many of the restaurants around me have no integrity in their work, I'd have to request refunds quite often as the food would either be prepared incorrectly, burnt, soggy, missing items, or unsafe to eat. Recently I took an at-home position with my company, so it's more difficult to figure out options for lunch without leaving the house. Most restaurants aren't close by and my time is limited, so when I found out Amazon Prime was offering the free year, I decided to give it and the local restaurants another chance. It was either that or continue eating frozen microwavable meals, which I did not want to do. I followed the instructions to redeem my free year and although it was successful, I have not been able to use the service. GrubHub has had my account locked since I came back. I've attempted placing several orders just to have them immediately cancelled. I've now called 6 different times about this, spoken to 4 different associates and 2 different supervisors. Everyone tells me the same exact line word-for-word verbatim. They say my account is locked for security reasons and a higher team is investigating, that it will be resolved within 48 hours and I'll receive an email. It's now been over 2 weeks and 6 phone calls, but my account is still locked and no emails. I continue getting the same response with no explanation as to why or when it will actually be resolved. Meanwhile, I have no way to order food even though the membership is already paid for.

  Business Response

  Date: 08/17/2022

  Hello *****************************,
  

  Your account was flagged due to it being in violation of Grubhub's terms of use (see section "Your Content and Conduct"), found here. We have conducted a full review of this activity and have determined that it was in violation of our refund policies.

   
  This account is now closed, and no orders can be placed from this account. We sent you an email in regards to this and a form link which you can use to appeal your case. 

   

  Best,

  Grubhub
   

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17727414
  
  I am rejecting this response because:

  My BBB complaint case outlines the warranted and specific reasons why the closure of my account is not fair. Each time I requested a refund, it was for a legitimate reason and was approved by your support staff. Just because the restaurants around me frequently forget items, prepare food incorrectly, overcook or undercook the food, as well as not always follow food safety guidelines, is not a reason to close my account. If GrubHub thought the refund policy was being abused, they should have contacted me first or at the very least provided some sort of warning before just closing my account (which is pre-paid for a year by the way). Each time a refund was requested, I provided photographic evidence of the issue mentioned. It is not the customer's fault if restaurants are providing poor quality control and customer service. The ******************** service should instead be holding these restaurants accountable, rather than punish the customer. 

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

  Business Response

  Date: 09/01/2022

  Hello, 

   

  If you would like to appeal your decision, please do so by clicking on the link we emailed you, and fill out the form accordingly. Once we receive your appeal, we will review it, and email you back with a decision within **** business days. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17727414
  
  I am rejecting this response because: I did appeal the decision and never got a response back about said appeal. Its now been past the 5-7 business days too. 
  
  Sincerely,
  
  *****************************