Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for GrubHub's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,483 total complaints in the last 3 years.
946 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/30/2022
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.
Its been a little bit since I last used my Grubhub account and used it on Sunday to order food for a gathering we were having. Last night around 10pm I received a alert that my order was on its way and when I looked it was for a liquor store in the amount of $184. Immediately contacted Grubhub and they said they could not cancel the order and told me they would send it to the fraud department. This person accessed my account a day after I used it added their address for delivery along with a phone number to be contacted. I called the liquor store number that was on the app and asked him not to release the order because it was fraud he still gave it to the driver. When the driver picked it up I contacted the driver using the phone number provide in the app and he stated he was going to pull aside and contact Grub hub. You can see on the app that he is around the corner waiting and about 20 minutes later he delivered the order. Grub hub could have contacted the store, the driver or cancelled the order and they did nothing to help me. They instead told me that I would hear via email from their fraud department on the status of my dispute.
Business Response
Date: 08/31/2022
Hello,

We're sorry to hear that someone accessed your account and placed an order without your authorization. We take this very seriously and apologize for any inconvenience this has caused. We'll be sure to get your feedback to the correct department for review.

As for the order placed and your account, we have emailed you with additional information.

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

Best,

Grubhub
Initial Complaint
Date:08/30/2022
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 signed up for trial grub hub plus which would have charged my account within 30 days but cancelled it on August 22, A MONTH BEFORE I WOULD HAVE BEEN CHARGED. Yet I was charged anyway. *****. Contacted grub hub on at least 3 occasions about this and filed at least one report yet nothing. My debit card was charged and yet to be refunded. Refund please. Thank you
Business Response
Date: 08/31/2022
Hello,

Thank you for reaching out regarding being charged for your Grubhub+ subscription.

We apologize for any inconvenience this may have caused.

We looked into this for you and found the subscription did not have a trial due to you already using a 30 day trial with us back in April. However, as a one time courtesy, we have refunded the charge for you. You should see the refund reflected within the next 3-5 business days.

Best,

Grubhub
Initial Complaint
Date:08/30/2022
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.
On 8/21/2022, my GrubHub account was hacked. The person attempted to place two orders at ********* through my PayPal account, which is linked to my GrubHub account. Luckily, PayPal detected the fraud, and the payments were canceled. The hacker changed the login email for my GrubHub account, so I cannot log in to delete my payment methods or change my log in information. I contacted GrubHub Customer Support FIVE times about this (twice on 8/22, once each on 8/23, 8/25, and 8/29). I have only received one response, which was to my first email, and said they were escalating my issue to their "Advanced Account Review team". I have heard nothing since then (yes, I checked Spam) despite my repeated queries. I was forced to cancel my credit card because I cannot log in to my GrubHub account to delete my payment methods. This is a HUGE headache because I have so many automatic payments scheduled such as dance lessons, insurance, etc. Now they all have to be updated once my new card arrives. It is clear that GrubHub does not take security and customer privacy seriously.
Business Response
Date: 08/31/2022
Hello,

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

We have reviewed this further for you and we have emailed you with an update.

We apologize for any inconvenience this has caused.

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

Best,

Grubhub
Initial Complaint
Date:08/30/2022
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 signed up for Grubhub prime and I was still billed for the Grubhub membership of $10.79 that they said they will not refunded back cause Im account has too many refunds I have placed a few orders that have been wrong and always chat with them and ask them to fix the order that they messed up and get told I cant but always they dont give me my money back order from zacks mini mart on 8-29-22 was $31.46 I orders a case of strawberry daiquiris it was a 4 pack they only brought one and the snacks where not the ones I orders I complained to chat support and was told sorry they. Any do anything so they robbed me also order from 8-25-22 from a pizza spot where I paid $65.56 was incorrect I complained and got sorry we cant do anything about it last order was on 8-18-22 where they where missing have of the food from bk that I order amount was $38.20 I complained again asking for a reorder and they said they couldnt thats $146.01 that I have paid out for all my orders to be messed up or wrong all I would like is my money back for the mess up orders
Business Response
Date: 08/31/2022
Hello,

Thank you for reaching out to us about your experience with recent orders you've had.

We understand your request is to receive refunds on these orders. Sadly, we will be unable to process your request due to unusual activity on your account.

Additionally, we have sent you an email with information regarding the status of your account.

Best,

Grubhub
Customer Answer
Date: 09/02/2022

Complaint: 17796735

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:08/29/2022
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.
On August 20th, someone hacked my Grubhub account and placed a pick up order in ******* at Starfish Chicken and Gyros for $98.09. I live in *******, they should have safeguards or multi factor authentication for orders not near your home address. Grubhub PICKUP order#********-5353376. I contacted the store, and someone had already picked the order up. I contacted GrubHub and was told I would hear back with 48 hours. Despite multiple follow up attempts, there is no resolution to the fraudulent order and charge. They still have not taken any action or contacted me.
Business Response
Date: 08/31/2022
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 apologize for any inconvenience this has caused.

We have reviewed this for you and have emailed you a follow up.

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

Best,

Grubhub
Initial Complaint
Date:08/29/2022
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 called grubhub customer service and file a complaint about 3 fraudulent charges totaling over 160. And 3x send to escalations unit which all said 24 to 48 hrs it's been 4 days and no one contacted me in regards to this matter. I spoke to 4 supervisor which all of them reported a different story. Computer messed up. The other didn't imput the correct information. The other sent it to the wrong department. Ect ect. No one can contact the escalations unit. I'm beyond frustrated. I will like my money back plus compensation due to lack of communication and staff neglect.
Business Response
Date: 08/30/2022
Hello,

We're sorry to hear about unauthorized charges on your Grubhub account and there was a delay in getting this matter resolved for you.

We apologize for any inconvenience this has caused.

We looked into this further for you and our records show we have reached out to you by email with additional information regarding this issue. Therefore, we consider this matter to be 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:08/29/2022
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.
On Saturday Aug 27, 2022, I placed order number 34641991-0452405 for delivery today. I noticed that a ten-dollar discount for a first-time order was not applied on the website. I contacted Grub Hub chat and ************ confirmed that the code should have been applied. She tried to apply it manually and could not. She advised me that she could not as the restaurant had not confirmed the order. She asked me to contact support today after order confirmed and I did. I worked with two different agents, both of whom did not apply the discount. I am attaching copies of two chats. The very first one confirms that the discount should have been applied. This is deceptive activity. I just want them to honor their offer. It surely should not be this difficult for a first-time customer. I had also asked to chat with a supervisor, and it was declined as well.
Business Response
Date: 08/30/2022
Hello,

We're sorry to hear that your promotion code didn't work on your order.

We apologize for any inconvenience this has caused.

We looked into this further for you and found that you did place a qualifying order and should have received the $10 off. Therefore, we have refunded your gift card $10.

We hope this helps resolve your matter.

Best,

Grubhub
Customer Answer
Date: 08/31/2022

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,

*********************************
This is all that I wanted from the time of order. Just frustrating all the time spent with their customer service for such a little matter.
Initial Complaint
Date:08/28/2022
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.
My complaint is due to the fact that I have ordered from GrubHub four times now and every time they cancel my order I order in a timely fashion so if the merchants or restaurants whatever you want to call them I'm not accepting any orders then they need to put it on the site that they close at a different time and if the dashers don't want to pick it up because they're 15% tip is it good enough then you guys need to get some new workers so now again I'm going to starve tonight because your company couldn't follow through with an order it's pathetic unprofessional and ridiculous. And just an FYI as far as you guys being the cheapest you're not your prices are outrageous that is false advertisement
Business Response
Date: 08/30/2022
Hello,

Thank you for reaching out to us regarding recent experiences you've had. We're sorry to hear they have not gone as intended and apologize for any inconvenience this has caused.

We will be sure to get your feedback to the correct department for further review.

Because we were unable to fulfill your last order, we have sent you $10 in Free Grub to your email.

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

Best,

Grubhub
Customer Answer
Date: 09/01/2022

Complaint: 17788713

I am rejecting this response because: the simple fact that it has happened more than once and you're going to offer $10 now don't take it that I'm unappreciated of that but with the inflation your guys's prices are higher than Ubers for sure I don't know so much about doordash but they s**** up all the time too but that's not about this like I said I went three times without eating at night and I have diabetes so it is absolutely important that I eat and unfortunately I do not get off of work until 8:00 p.m. so I cannot put in an order until after 8:00 p.m. and if the restaurant is saying that they are taking orders until 9:15 p.m. and my order is in by 8:30 p.m. there's no reason my order is not fulfilled and delivered and then I don't even get a text until when my food is supposed to be delivered. I am attaching three of the six times that my food was canceled and then I'm attaching the latest you can put in order and this is just with specifically Boston market I've had issues with Popeyes black Rock and grill restaurant but it won't let me upload the rest of them so whereas you can see they take orders until 9:45 my orders were made way before thatn

Sincerely,

*************************************
Business Response
Date: 09/06/2022
Hello,

We have voided out the $10 in Free Grub and have issued you 2 $15 Free Grub codes instead. The terms and conditions on how to use the Free Grub is listed in the emails.

Best,

Grubhub
Customer Answer
Date: 09/18/2022

Complaint: 17788713

I am rejecting this response because: again for many reasons $30 doesn't even cover a whole meal when I order I order $50 meals and I was going to accept it but I went and tried you guys one more time and you messed up again seems like you guys cannot follow directions I specifically put come to the side door I had ordered for a friend and because she is elderly does not know how to work with GrubHub or Uber or any of them and only uses her side door her food was left on the front door all night long because apparently she didn't get a text message stating that her food was delivered I know I didn't and again after sitting here Time after Time after Time after Time of waiting on my order to be delivered and that I get a text right before it's supposed to be delivered that you cancel it that is just outrageous so then you let people just starve all night so you don't care about your customers at all.

Sincerely,

*************************************
Initial Complaint
Date:08/28/2022
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've order numerous time through grubhub and many times they get the order right and many times they've gotten the order wrong. I request refunds for missing items from my orders, like any normal person would do. I pay for what I order and if I don't get these items.... you don't just get to keep my money. Well my last complaint they were missing an item again, when I requested a refund a supervisor on duty, **************** said he wasn't going to refund me and advance the situation. I asked why... his reply was because my account had too many refunds processes. Well yea, if I don't get the items, I shouldn't have to be charged for them. Well now my grubhub account went under review . I canceled my account with them and still want them to pay me for the items I didn't receive.
Business Response
Date: 08/30/2022
Hello,

Thank you for letting us know about the recent experience you had with our customer support team regarding a recent order.

Your account was submitted for review due to the number of recent refunds. However, upon review, we have confirmed that the refunds were valid. Therefore, we have refunded the missing item on your ************* order.

We apologize for any inconvenience this has caused.

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:08/28/2022
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.
My PayPal account was charged through GrubHub for a purchase I did NOT make or authorize. **************** finally answered and told me it was for a restaurant in ************** I'm in Tennessee and was never in **************. **************** told me that possibly I gave them permission to use my account. The **************** and security need some upgrades. I'm cancelling my account because I don't want to do business with a company that can't keep my information safe and then try to make it out to be my fault . I have requested a contact of corporate administration but they won't provide a contact
Business Response
Date: 08/30/2022
Hello,

We're sorry to hear about the unauthorized charge you are seeing and apologize for any inconvenience this has caused.

We looked into this for you and see that you have already been in contact with the highest level of support we offer, and they have directed you to PayPal to dispute the charge.

However, if you have additional questions or feedback, you're welcome to email us at ********************************** or give us a call at ************.

Best,

Grubhub

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