Complaints

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

close

Find a Location

GrubHub has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/05/2022

  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.

  I ordered food from the GrubHub delivery company and some of the items I ordered were not available and therefore I did not receive them and due to me having a previous refund request with the company they refused to refund my money on items that I never received and its not up for debate whether I receive them or not its clearly documented that I never received them but they wont return my money because Ive already had to have a refund with him before As well they refused to let me speak to anyone except for the person that answered the chat service and said that no one else was available no supervisor or anyone else was available

  Business Response

  Date: 08/05/2022

  Hi Kara,
  
  Thank you for reaching out to us regarding your concerns.
  
  We seek to provide quality service to our customers, and in return, we anticipate respectable order behavior to ensure the best outcome for all. After further review, it has been confirmed that your account is in good standing. We apologize for any misunderstanding from our **************************** A full refund has been processed on your order and your account has been cleared as non-abusive.
  
  Please let us know if you have further concerns.
  
  Best,
  
  Customer Experience 
  

  Customer Answer

  Date: 08/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/04/2022

  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.

  Every time I have ordered from them I authorize the payment for one amount and then they change it charging me more. Apparently the pieces they have listed are not correct and they are false advertising. If the restaurants are not giving them the correct prices then that is not the customers fault and they should stick to the price listed. The only thing they would offer me was the assurance it would not happen again and a coupon for my next order. Well it happened again. Example yesterday I placed an order and my total was $17..74. I got a notification the next day from my paypal that my balance changed to $18.79. $1.05 may not be a lot but when it happens over and over it adds up. I did not agree to pay $18.79. They are ripping off customers. I would like a refund from every time they have changed my order total.

  Business Response

  Date: 08/05/2022

  Hello *******,
  
  Thank you for reaching out to us regarding your concerns. After further review, we can confirm that there were adjustments made due to price discrepancies. We agree that the customer should not be charged for discrepancies after the order has been submitted at an amount you had agreed to pay. We have processed a refund for the adjustments made on your orders placed on 8/3, 7/29 and 7/26. You can find confirmation receipts in your email. 
  
  We apologize for any trouble this may have caused. 

  Customer Answer

  Date: 08/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please know that due to those issues and more once my credits have all been processed I will be closing my account. I only wonder how many other customers are being ripped off!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/04/2022

  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.

  The GrubHub app is preditory and is purposefully designed to trick you into signing up for a monthly membership that you don't want or need without making it clear what the consequences are. At the end of an order after several screens to place an order it shows savings using grubhub*+ and if you dont read the fine print you have no idea that it's automatically signing you up for a monthly membership. To make things worse I noticed it on my credit card after a few months and so I cancelled it since I don't even use GrubHub and it was a mistake. After a few more months I'm STILL getting charged for their membership. I had to talk to a person in customer service for them to finally cancel a membership that I never used. They got my $60 and I got free delivery once... Maybe?

  Business Response

  Date: 08/05/2022

  Hello, 

   

  Thank you for providing feedback regarding our Grubhub+ subscription. We'll be sure to get your feedback to the correct department.

   

  We're sorry to hear you did not have a positive experience with your Grubhub+ subscription. We can confirm that your subscription has been canceled and that we have refunded the most recent charge, as a courtesy. Sadly, we'll be unable to process any additional refunds. 

   

  We recommend contacting your banking institution for assistance on the other charges. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/04/2022

  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.

  Grubhub blocked the use of my account due to too many requests for refunds for items ordered that were not received. I have been forced to pay for items I never received on numerous occassions due to them refusing to give me a refund. I became angry about having to pay for items I did not receive and told them to DELETE my account. They did not delete the account but did put it in a blocked status. I never received notification of their actions so I did not know this when I was gifted a Grubhub gift card for $50. I went to order a late night pickup order on 8/3/2022 and the order wouldn't go through so I contacted ***************** This is when I learned that my account had been blocked from ordering anything on the site. I demanded a refund to my gift card so I could give the card back to my son who gifted it to me so he could use it. He tried to use it but it said that the gift card was attached to another account. Grubhub customer service **************** stated that they couldn't detatch the gift card from my account nor unblock it so I could use my giftcard. They are holding this gift card hostage so I can not use it. They have forced me to pay for items not received and I want my money back! These people are crooks!

  Business Response

  Date: 08/04/2022

  Hello, 

   

  Thank you for taking the time to let us know about your account and inability to use your gift card. 

   

  We have determined you have violated our terms of use, and therefore your account has been closed. However, you are able to appeal that decision by filling out the form we sent you via a link inside of an email. If your appeal is won, your account will be reinstated and you will be able to use your gift card. 

   

  If your appeal is lost, or you wish to have a resolution with the gift card immediately, we ask that you please reach out to the vendor where the gift card was purchased to request a refund or reach out to your financial institution and dispute the gift card purchase. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17669140
  
  I am rejecting this response because:
  The account still remains active as I am able to sign into the account. My information is still visable as it is only in a "Blocked" status. They can Delete the entire account since it is written that their refund policy states that it is up to the person taking the calls sole discretion if the customer receives a refund or not. I'm NOT in violation of any refund policy since there isn't one that specifies how many times someone asks for one when they don't receive what they ordered. 

  "PAYMENT AND OUR CREDIT POLICY
  Certain features of the Platform, including, without limitation, the placing or receipt of orders, *** require you to make certain payments, including commissions or other fees. When paid by you, these payments are final and non-refundable, unless otherwise determined by **********************. **********************, in its sole discretion, *** offer credits or refunds on a case-by-case basis including, by way of example, in the event of an error with your order or in the amounts you were charged.
  ********************** will charge, and you authorize ********************** to charge, the payment method you specify at the time of purchase. If you pay any amounts with a credit card, ********************** *** seek pre-authorization of your credit card account prior to your purchase to verify that the credit card is valid and has credit available for your intended purchase. In the event ********************** advances payment for any of your orders placed via the Platform (e.g., if your corporate account has a line of credit), ********************** *** separately send you invoices for payment of those advanced amounts. In the event that you fail to pay such invoices within thirty (30) days of the date of such invoice (the Payment Due Date), you grant ********************** the right, but not the obligation, to charge the credit card you provide with your Account at any time after any Payment Due Date, unless prohibited by law.
  Please note, you are unable to complete checkout with only gift card information. In all events, you are required to provide another form of payment to submit an order, even if this payment method is not charged. Also, if you are a campus user and you opt to pay for a purchase with your stored-value card, on certain campuses, (i) ********************** will charge such purchase to your stored-value card and will charge any applicable fees to either your credit card or other payment on file with us, and (ii) you agree that ********************** *** be unable to refund a purchase to your stored-value card and ***, in its discretion, provide a refund through an alternative method.
  ********************** reserves the right to establish, remove, and/or revise prices, fees, taxes, and/or surcharges for any or all services or goods obtained through the use of the Services at any time, and further reserves the right to consolidate or otherwise incorporate fees and/or surcharges into the prices listed for Merchant food and beverage items. You understand that the prices for menu items displayed through the Services *** differ from the prices offered or published by Merchants for the same menu items, whether offered by the Merchant directly or on third-party websites. You also understand that such prices *** not be the lowest prices at which the menu items are sold. **********************s white label convenience menus source products from select third party providers, including existing Merchants on the ********************** Platform. Prices *** vary between the existing Merchant menu and the ********************** white label convenience menu. For example, the same menu item *** be available at both the existing merchant and **********************s white label convenience, but the price on the existing merchant's menu *** be higher than the price on **********************s white label convenience menu.
  For certain transactions, the subtotals shown at checkout are estimates that *** be higher or lower than the total amount due. Regardless of the cause, ********************** reserves the right to charge the final price after checkout, including without limitation all applicable transaction taxes. ********************** *** also, in its sole discretion, make Perks or other promotional offers with different features and different rates available to any or all of our users. Unless made available to you, these Perks and promotional offers will have no bearing on your obligation to pay the amounts charged. For more information on these offers, please see the Perks section below.
  The provider of Services is set forth herein. If you are a ********** resident, in accordance with Cal. Civ. Code ******, you *** report complaints to the Complaint Assistance Unit of the ***************************** of the ********** ********** of ******** Affairs by contacting them in writing at ****************************************************************************************, or by telephone at ************** or **************.

  I demand that ********************** "Delete" the account in its entirety while refusing to release the giftcard that was placed on the account while it sits in a "Blocked" status and not "Closed". I will NEVER do business with this company again as they are forcing customers to pay for items they do not receive upon delivery while refusing to release any amounts left on gift cards when the Customer has done NOTHING Wrong! These people are crooks.

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

  Business Response

  Date: 08/09/2022

  Hello, 

   

  We understand that you do not believe you violated our terms of use. With that said, we have provided you with a way to appeal our decision, but we have yet to see an appeal filed. 

   

  As for deleting your account. We have emailed you with a link on how you can complete that request. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17669140
  
  I am rejecting this response because:

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

   reported via email

  a day ago

  To:"Better Business Bureau" <**********************************************************************************************>

  You don't often get email from *************************.Learn why this is important

  Grubhub has not resolved this issue as they are still holding a $50 gift card on my account that I am not able to use. I want that card released from my account that they claim they closed. Not only that, but they claim that I violated the refund agreement when the refund agreement states that its up to the customer service reps to give refunds or not. It doesnt state anything about how many times refunds can be issued.

   

  Sent from Mail for Windows

   

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

  Business Response

  Date: 08/18/2022

  Hello,
  
  Due to the state of your account, we are unable to unlink the gift card. You can, however, contact the vendor for reimbursement. 
  
  Hope this helps.
  
  Best,
  
  *******
  Customer Experience
  ********************** 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17669140
  
  I am rejecting this response because: They never informed me that I could no longer use my account prior to me adding a $50 gift card. There is nothing written in the *** agreement about exceeding any certain amount of times requesting a refund for items not received during delivery. *** specifies it is up to the ******** Service Agent to give refunds and that is all it says. They were told immediately upon realising that I could not use my account to order anything to release my gift card so that I could give it back to my son who gave it to me so he could use it and they refused. So not only have they FORCED me to purchase items that were never received, they are stealing a $50 gift card from me while telling me to contact the merchant that I bought the gift card from, the card is showing REDEEMED!! These people are Crooked!   

   

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

• Initial Complaint

  Date:08/03/2022

  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.

  Recently Amazon Launched GrubHub + FREE for 1 year with an Amazon Prime Membership. Since the launch of this I have not been able to link my accounts and continue to get the same message Link unsuccessful please contact us. I reached out to Grub Hub both through ******** and email and have had no success with the suggestions they have given me to try.. Last message they sent to me said for me to contact Amazon at this point.. So. today, I called Amazon today and spoke to a supervisor for close to an hour and she said there is absolutely no reason it shouldn't be working or I should be getting this message and that my prime membership is active and looks good. I know this is not a technical issue on my part because I have tried Safari, Chrome, and Chrome Canary from my labtop as well as I have tried from my phone.The resolution I am hoping for is for Grub Hub to link the account and activate the free one year trial they have promised Amazon Prime customers.

  Business Response

  Date: 08/04/2022

  Hello, 

   

  We're sorry to hear you are having trouble redeeming the one year Grubhub+ promotion we have with Amazon Prime members and apologize for any inconvenience this is causing. 

   

  We looked into this further for you and our records show that the promotion has already been redeemed by a Grubhub account with an email ending in @gmail.con. The promotion can only be redeemed once per Amazon Prime account. 

   

  We hope this helps. 

   

  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:08/03/2022

  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 wife and I were put on a meal train for when we had out son and was given giftcards for grubhub and we can't use any of them. We have called and they said our account was being reviewed and it would be resolved in 48 hours and now its been over a month and still hasn't been resolved, we have reached out to them multiple times with the same response but nothing ever resolved.

  Business Response

  Date: 08/04/2022

  Hello, 

   

  We apologize for the delay in getting your account reviewed to determine why your orders are not going through. 

   

  We have completed the review and have emailed you with additional information. 

   

  We sincerely apologize for the inconvenience. 

   

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

   

  Best, 

   

  Grubhub

   

• Initial Complaint

  Date:08/02/2022

  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.

  I contacted Grubhub on Sunday 7/31/22 after noticing a pending charge to my discover credit card. I spoke to Jonard and he said he would submit an investigation for the pending charge of $10.85. On Monday 8/1/22 the charge posted to our credit card. I called Grubhub and talked to ****** said she was a supervisor and she was unable to refund the membership as, she did not see the charge on her end. She would not give me anyone above her that had authority to refund me the $10.85 membership fee. Today, I received an email saying, the charge was for my husbands account. I contacted them again and told them my husband did not have an account with Grubhub. We would like for Grubhub to refund the $10.85 membership charge they erroneously charged to our Discover credit card account. Grubhub was not authorized to charge our credit card account for the membership fee!

  Business Response

  Date: 08/03/2022

  Hello, 

   

  Thank you for taking the time to let us know about your situation. Since your husband does not have an account with us and the charge is unauthorized, we ask that you please contact your banking institution and dispute the charge. 

   

  We apologize for any inconvenience this has caused. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/04/2022

  Complaint: 17662794
  
  I am rejecting this response because:  I do not have any confirmation from Grubhub, other than to dispute the charge with our ******************** This was an unauthorized erroneous charge by Grubhub. 

  If this is the only way to resolve the unauthorized charge to our Credit Card. We will dispute the charge and would like confirmation from Grubhub, they will not reject or deny the Credit Card dispute.

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

  Business Response

  Date: 08/09/2022

  Hello, 

   

  We are unable to offer a different resolution. Therefore, you will need to dispute the charge with your banking institution. We will work with your banking institution on the dispute, when they contact us, but we can't promise or guarantee an outcome of a dispute. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau: I will consider the unauthorized charge from Grubhub settled and closed.
  
  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:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to make my 1st order on Grubhub. I attached a gift card to the account that I received from friends due to my surgery. When I tried to place an order, Grubhub canceled it and placed my account under review. They said Id receive an email in 48 hours. I received nothing. Its been over ************************************************************************* the runaround. It seems like a scam and they are trying to keep my gift card!

  Business Response

  Date: 08/02/2022

  Hello, 

  
  We're sorry to hear your order didn't process through to completion and you have yet to hear back from us as to why. 

   

  We looked into this further for you, and we were able to determine why your order didn't go through and we have emailed you with additional information. 

   

  We apologize for any inconvenience this may have caused. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:08/01/2022

  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.

  My family was recently gifted about $2500 worth of Grub Hub gift cards from our community after the death of my mother. About a week ago, my Grubhub account inexplicably went down with no emails or explanation, and my family was incapable of making any purchases or using the gift cards. Any time we would try to order, the order would be immediately canceled and refunded. I tried contacting customer support about this around 6 times throughout the course of the week, each time being told I would receive an email within 48 hours, which never happened. Finally, I contacted customer support over the phone, and was told my account was banned due to a violation of the refund policy, and all gift cards could not be retrieved unless I asked the provider for a refund. Of course, this is not possible, because they were donated by hundreds of different people. It seems insane that Grubhub could just ban our account with no warning or reason and not transfer or give back our gift cards. It feels like they are stealing from our community members who tried to help us. In terms of our violation, my family has not refunded any orders, so I dont understand how we could be in violation, and any explanation was not given. They only refunds on our account are from when Grubhub immediately cancelled and refunded our orders. I would love a resolution to this and to get the gift cards back. Thank you.

  Business Response

  Date: 08/02/2022

  Hello, 

   

  We're sorry to hear your orders are not processing through to completion and that your account has been closed due a violation of our terms of use. However, upon review, we have come to the conclusion that you have not violated our terms of use and we have emailed you with additional information. 

   

  We apologize for any inconvenience this has caused. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/03/2022

   
  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:07/30/2022

  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.

  I am writing regarding an order made through grubhub in the amount of *****. I ordered 2 chicken sandwiches and half a dozen biscuits. My food arrived almost an hour after expected and was cold. I expressed my displeasure to grubhub and was met with disdain. Being in the customer service 20 plus years I know decency decprum professionalism and respect are tantamount. One should attempt to fully rectify the issue to the complete satisfaction of the customer. I was offered credits in the amount of 7 dollars on almost 30 dollars worth of inedible food. Fried chicken sandwiches and greasy biscuits dont fair well after being reheated. I tried again to no avail . I was then offered a 10 dollar credit. What I would like is a total refund as I could not eat the food that I waited almost 2 hours for. Any assistance which you can provide would be greatly appreciated Thank you.

  Business Response

  Date: 07/31/2022

  *******,

   

  Thank you for reaching out about this issue. At your convenience, please review our recent email sent to you in response to this issue. Thank you.

   

  Best Regards,

  Grubhub