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:08/13/2022

  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 was notified that my PayPal was charged for an order from GrubHub. I did not place any order, when I pulled up the details, it was to be delivered to an address in ******** **. I live in ******************* and was totally unfamiliar with anyone living in or at that address. I, immediately, contacted Grubhub to cancel the order, to which they did not, I asked them to removed my billing information from their app, which they did not. While I was conversing with them, another order was placed from **** and to be delivered to same address, I again contacted them to NOT deliver the order and cancel it, which they did not. They just kept saying it would take some investigating and someone would contact me in a few days. They had the opportunity on both occasions to cancel the fraudulent orders, if not totally preventing the 2nd order and did nothing. Im out $160 for the 2 orders plus overdraft fees in my account. They just kept saying sorry for your negative experience with your order. It wasnt my order!

  Business Response

  Date: 08/14/2022

  Hello ****************** 
  
  Thank you for reaching out to us here, we apologize for any inconvenience you may have experienced. We have reviewed the account and have sent you communication in regards to the orders mentioned here and have refunded those for you also. All details in the email sent. Depending on your bank it can take up to 3-5 business days for you to see the funds available. Let us know if you have any other questions. 
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:08/13/2022

  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.

  Grub hub is a very shady company. I had my account hacked over a week ago in a state not of my own. Once contacting was told this was escalated to a manager. Never heard anything so I contacted again only to be told of the same issue. It was escalated to a manager and fraud department. I was told I would be notified in 48 hours of the decision and have yet to hear anything. I contacted again today and was told there is no time frame on decisions regarding my matter. People, this was for $48 dollars from Wendys. When speaking with a manager was apologized numerous times to but was also told she couldnt know of the policy regarding the fraud department. She is a manager. Why would this company not allow managers to know information in order to accurately present it to customers. In addition they will not provide a chat history for previous chats. It apparently is in there terms and conditions that they cant. I guess we all need to be lawyers in order to sign up for an app and accurately read it. I need the company to finish the matter, refund the money, close my account, and treat customers with more respect than an insignificant bug on a windshield.

  Business Response

  Date: 08/13/2022

  Hello ***,

   

  Thank you for bringing this matter to our attention. At your earliest convenience please check the email associated with your Grubhub account as we have sent you a reply to his matter there.

   

  Best Regards, 

  Grubhub

• Initial Complaint

  Date:08/12/2022

  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.

  Two Deliveries cancelled by Grubhub when I called the restaurant they knew nothing about it, I would like my money refunded immediately Thank you.Im told it would be 3 to 5 days why?

  Business Response

  Date: 08/12/2022

  Hello ******,

   

  Thank you for reaching out about this matter. Please check your email at your earliest convenience as we have sent you a direct communication about this matter there.

   

  Best regards,

   

  Grubhub

• Initial Complaint

  Date:08/11/2022

  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.

  Made an order on August 1, 2022 for grubhub delivery, with a total of $23.64 spent. Delivery driver never contacted me and didn't provide photos of the delivery.6 hours after the "confirmation" of "delivery" I go down to get my mail and fine the order just sitting on an AC ventilation machine at the bottom of the staircase.Contacted Grubhub and was told I could not get a refund and have to wait for my account to be "reviewed". 8 business days go by, I was told I'd get a response by the 7th. I reach out again and no response other than typical templated responses and the plead to be "patient" because of a "high amount of escalations".Still no refund has been given.

  Business Response

  Date: 08/12/2022

  Hello ******* B,
  
  Thank you for reaching out to us, we apologize for any inconvenience you may have experienced. You are now able to place a new order if you would like, we understand you had an issue with your most recent order, we have gone ahead and refunded that order from Taco ****. Depending on your bank it can take 3- 5 business days for the funds to become available. 
  
  Best,
  Grubhub

  Customer Answer

  Date: 08/12/2022

   
  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:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday August 6th 2022 I attempted to place an order on my seamless account. However unbeknownst to me. My account was locked. I was in an unfamiliar city & starving. It was a hot ******* needed something to eat. I called into seamless & explained the problem I had. The person I spoke with could not solve the problem with my account. I told them I am at the risk of malnutrition & needed to eat something asap. They would not help me in any way at all. Didn't provide any other options. I was close to passing out & seamless couldn't care less. They just said ****** however I didn't understand how to do what they were saying. Again it was an ************* was at risk for malnutrition. I was told someone would get back to me in 48 hours. As of writing this on Tuesday August 9th 2022. No one has reached out to me. Seamless did not follow through on what they said they would do after leaving me in a serious health issue. 48 hours has passed.

  Business Response

  Date: 08/10/2022

  Hello, 

   

  We're sorry to hear your order did not go through to completion and that we have yet to resolve this matter for you. 

   

  We were able to complete the review of your account and we have emailed you with additional information. 

   

  We apologize for any inconvenience. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/16/2022

   
  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:08/08/2022

  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 have not received a refund for an order. The company continues to tell me that they sent the refund but they havent.

  Business Response

  Date: 08/10/2022

  Hello, 

   

  We're sorry to hear your refund is not reflecting on your end. We looked into this for you, and our records show that we emailed you documentation on August 5th to show you that the refund was processed on our end. If you believe there is still a discrepancy, we ask that you please contact your banking institution for additional assistance. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17687637
  
  I am rejecting this response because:
  
  Sincerely, My financial institution never received a refund. My bank statements

  do not show a refund from Grubhub  

   

  
  ***********************************

  Business Response

  Date: 08/11/2022

  Hello, 

   

  A refund by us can be reflected one of three ways, a credit, an adjustment, or a voided charge. In this case, it was an adjustment. Your original order total was $46.19, but after processing the refund, it was reduced to $25.73. We only collected $25.73 for the transaction. Therefore, instead of seeing a credit, you would just see the reduced total deducted instead of the original amount. 

  
  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/08/2022

  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.

  This morning between the hours of 7am and 8am someone from grub hub delivered poisoned food to my house. I never ordered anything at all. I dont order food online. I have a court case this morning and they were trying to make me sick before my court case. This is abuse. I would like to find out the name of the person who delivered my food.

  Business Response

  Date: 08/09/2022

  Hello, 

   

  We're sorry to hear about your experience. We take this matter very seriously and would like to assist you to the best of our ability. Due to the serious nature of your issue and for security purposes, we ask that you please reach out to us directly so we can look into this for you.

   

  You can contact us at http://grubhub.com/help.contact-us or by giving us a call at ************. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/07/2022

  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.

  GRUBHUB Thank you for ordering, ******* Your delivery order from Muncheese is being prepared. Your food should arrive between 1:23pm 1:33pm. Muncheese Total: $16.55 Ordered: Aug 05, 2022 12:43:20pm Order number: #********-8539714 ******************* ************** I placed another order for lunch after the first order was canceled. Supposedly the driver did not know how to get to Burger King and Burger King did not answer the phone when GrubHub supposedly called to get directions.The GrubHub driver took to long to get to the school with my order and did NOT follow the instructions I put in my GrubHub order. So I did NOT get my food order."Delivery instructions Contact-free delivery Drop-off location Front door of my house/apartment unit Notification Text me Come to entrance of *********** were you see two flag poles. Ring ****. Someone will come to the door to pick up order."I am at work. First GrubHub disturbs my class calling to say their driver can not find Burger King. I do NOT have time to tell GrubHub drivers directions or come outside to pick up an order. I gave specific instructions as to where and how to deliver the order. I do NOT have time to read those instructions for a driver.

  Business Response

  Date: 08/09/2022

  Hello, 

   

  We're sorry to hear about the experience you had with us and with the driver. We apologize for any inconvenience this caused. This is not the kind of experience we want anyone to have and we will be sure to provide your feedback to the correct department. 

   

  We can confirm that your order was refunded in full and we have sent you $10 in Free Grub, which is good for towards an order sometime in the next 28 days. 

   

  If additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help.contact-us and we will be happy to assist to the best of our ability. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17684484
  
  I am rejecting this response because:

  This does not address the driver taking enough time from picking up my order to when the driver claimed to have delivered my order, to drive from Petersburg to **************.

  I placed my first food order at 11:41.

  One hour later I heard that my order was canceled.

  How can your driver NOT know how to get to Burger King in ****************?

  I ordered again and your driver failed to deliver my order to me.

  I gave specific instructions for your driver to know how to deliver my order in the order.

  What good is a $10 coupon to me if your driver will not pick up my order.

  What goo is a $10 coupon if your driver fails to deliver my order to me.

  Your customer service is too unacceptable to ever take a chance on again.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2022

  Hello, 

   

  Your feedback and concerns about the experience you had with the driver have been sent to the correct department to review this further for you and appropriate action will be taken upon completion of the review. 

   

  Best, 

   

  Grubhub 

   

   

  Customer Answer

  Date: 08/19/2022

   
  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:08/06/2022

  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.

  Went to place an order with Grubhub tonight only to find my Grubhub + Membership had disappeared. I was offered a free Grubhub+ membership with my Amazon prime account. This was supposed to be free for one year. Now just vanished not even a month in. So I paid my delivery fee for this order. Found the chat and ******* M tells me I cancelled it on Aug 5th. No sir! *** in God's green earth would I cancel a free membership smh. He says nothing further then asks me if I'm still there. I said yes I'm waiting. His response Waiting on What? WTH for you to fix my account. What kind of customer service is that. So he tells me he cant fix it. Again another fail Grubhub why should I have to come file a complaint here? So apparently I will be using Doordash if Grubhub does not want to fix my one year Grubhub + Membership. *** offer something for free if you want to take it away a month later. Shady!

  Business Response

  Date: 08/09/2022

  Hello, 

   

  Thank you for reaching out to us regarding your Grubhub+ subscription no longer being active. We apologize for any inconvenience this has caused. We are looking into this further for you and we will reach out to you by email with an update as soon as possible. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Notes On multiple occasions I've made purchases on GrubHub with different restaurants and I have a large gift card balance in my account. I've had multiple issues with the gift cards. On my last few orders I have compared my previous gift card balance total before my purchase and after purchased and the amount is deducted. However on the last several orders the total deducted from my gift card total balance has been more than the individual orders. I have contacted GrubHub several times and escalated it to their supervisors and asked for itemized details on each individual credit card usage, the date used for every transaction, as well as a running tabulation of my total gift card balance after each order is completed in order to find where the problem in their calculations exists. However everybody I speak to at the low levels and supervisor level state that all they can see is the same that I can see in my account which is the gift card number and the current balance of each gift card. I am quite confident that their database and computer programs are keeping track of every transaction for every single individual gift card as well as my running total gift card balance however they will never forward me to the proper technical person to discuss this and have it investigated therefore I am filing this complaint. I have spoken to a lawyer and they believe that this is an issue with their computer system and mathematic calculations on the orders in concern and that it is likely grounds for a class action lawsuit. Hoping I do not have to pursue that avenue but if I cannot get resolution and become whole in my gift card total balance that has been depleted more than the order totals that I have purchased I will have to seek additional avenues to be compensated for the loss in gift card value taken by GrubHub.

  Business Response

  Date: 08/06/2022

  Hello ****,

   

  Thank you for reaching out to us about this issue. At your earliest convenience, please check your email for a direct communication about this issue.

   

  Best regards,

  Grubhub

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17679843
  
  I am rejecting this response because:
  Cashstar reported that they only handle gift cards that were purchased directly from them. I've purchased my GrubHub gift cards through various retailers such as Target, ********, etc. This is why I'm trying to get the database transferring of every order, card, deduction, etc. From GrubHub, which they should have in their databases.
  Sincerely,
  
  **** To

  Business Response

  Date: 08/09/2022

  Hello, 

   

  We are looking into this further for you and will reach out to you by email once we have additional information to provide. 

   

  Best, 

   

  Grubhub