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:07/25/2022

  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.

  Grub hub has locked my account since 7/19 and will not allow me to use my gift card on another account. I an Unable to access my gift card or use it. And they wont unlock my account.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear that you're unable to use your account or your gift card. 

   

  We looked into this further for you and we were able to determine why your orders were not going through to completion and have emailed you with additional information. 

  
  We apologize for any inconvenience this has caused. 

   

  If additional assistance is needed, please respond to the email we sent you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/27/2022

   
  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:07/23/2022

  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.

  We were dining in at a ******* at ************************************************************************. A Grub Hub Driver came in to pick up food. As he left we witnessed, and we have another customer witness, that the driver took a baseball bat and smashed in the taillight to our truck. We have been on the phone with Grub Hub in order for them to have their claim ****/ risk management **** to reimburse us for the damage. Grub Hub refuses to help us. Please contact me for the confidential details, in the interim occurrence was on 07/23/2022 pick up order performed at 10:37 am and he hit the truck with a baseball bat at 10:45 am. Grub Hub supposedly has identify their driver, but refuse to take accountability and pay for damage to our truck caused by their employee. I have witness information, I have description of driver and their car, I have the customer order to which he picked up. Please contact me

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear about your experience with one of our drivers. We take this matter extremely serious. 

   

  We looked into this further for you and see that we have already contacted you regarding this matter letting you know how to proceed and that we have taken appropriate action against the driver in question. 

   

  If additional assistance is needed, please feel free to respond to the email we sent you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17615688
  
  I am rejecting this response because:  The business wants us to file with our personal insurance company a claim for damages to the vehicle and that is not acceptable. We want the business to file thru their insurance company or reimburse us thru a check.  Also we would like to know what actions were taken against the driver? Have they been identified, and what disciplinary action was taken?
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/29/2022

  Hello, 

   

  We were able to identify the driver in question and after a full review, we have taken appropriate action. However, since this is an internal matter, we would be unable to discuss what actions were taken.

   

  Regarding your reimbursement request, we are unable to adhere to your request. You will need to file a claim with your insurance company. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/23/2022

  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 or Around 9-15-21 I became subscriber to Grubhub On 7-21-22 I tried to place in order but previous merchant Cancel my account in suspended my account with out any notificationf or explanation I explain to the merchant Have no transportion but merchant still redused to prvide services.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear that your order did not process through to completion. Upon review, we have been able to determine why, and we have emailed you with additional information. 

   

  We apologize for any inconvenience this might have caused. 

   

  If additional assistance is needed, please feel free to respond to the email we sent you. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/23/2022

  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.

  My grubhub account was hacked into and a person located in ******* ordered $108 worth of food. I received an email confirmation and notified grubhub immediately that I didnt place the order and needed them to cancel the order, they informed me that it was already delivered. I asked how I could get a refund and they told me to file a complaint. I called and made a complaint they said it would take 48 hours for them to send me an email. After 48 hours I contacted grub hub again and they reissued the complaint and told me it would be another 48 hours. It has now been 6 days since my original complaint and i havent received any notification that they are investigating the situation or issuing a refund.

  Business Response

  Date: 07/26/2022

  Hello, 

  
  We're sorry to hear that someone accessed your account without your authorization and that this has yet to be resolved for you. We take this very seriously.

   

  We were able to get this reviewed for you and we have sent you an email with additional information. 

   

  We sincerely apologize for any inconvenience this has caused. 

   

  If additional assistance is needed, please feel free to respond to the email we sent you. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/23/2022

  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.

  I have been trying to get information on my account since July 11 2022 as to why I am unable to order on their mobile app. every order results in a cancel. After emailing support, Grubhub support reached out to me same day and told me that someone would reach out to me within 48 hours of July 11th. 96 hours later I reached back out to them asking why Grubhub hadn't contacted me, Once again I was told that someone would reach out to me within 48 hours. 192 hours since the 15th of July and 240 hours since my first notification on the 11th of July, I have still not received any contact from Grubhub and am losing time on the Grubhub+ membership that I activated via Amazon. In closing ALL I want is my account fixed where I can make mobile orders. AND I would like the time that my account has been locked given back to me on the end of my Grubhub+ membership.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear that your orders were not processing through to completion and that your matter has yet to be resolved. We were able to look into this for you and get this resolved for you. We have emailed you with additional information. 

   

  If any additional assistance is needed, please feel free to respond to the email we sent you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/27/2022

   
  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:07/22/2022

  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 07/22/22, I wanted to place an order of pizza for my team at work. The order was for four large pizzas for a total of ~$88.00. When I placed the order, it went through on my card and was instantly cancelled. When I contacted support I was informed that my account was "under review." This is moronic at best and self destructive at worst. I was informed that this could take ***** hours to be completed which does me no good when I am placing an order for tonight. Get rid of whatever idiotic third rate security system is in place as I have now requested my account be closed and will be switching to Uber Eats/Doordash. There is a reason Grubhub now has a quarter of the business of Doordash and half the business of Uber Eats.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear your order couldn't process through to completion and apologize for any inconvenience this may have caused. We attempted to look into this further for you but our records show that you deleted your account. Because of this, we are no longer able to look into this further for you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17613586
  
  I am rejecting this response because: The account wouldn't be closed if your company wasn't trash and your support wasn't the embodiment of why your market share has plummeted. Since you can't look into this because my account is closed, I guess you can't look into the charge backs I've processed as well.
  

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

  Business Response

  Date: 07/28/2022

  Hello ****,

   

  We apologize for the inconvenience you may have expereinced, we understand the frustration, sadly the account was deleted per your request so we are not able to look into this further for you. As you stated you are in contact with your bank in regards to chargebacks, they will handle those inquiries for you. Thank you for your feedback. 

   

  Best,

  Grubhub.

• Initial Complaint

  Date:07/22/2022

  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.

  On April 22nd 2022, placed an order of gyoza, kake udon, and teriyaki chicken big plate teriyaki chicken donburi. I said to phone operator that we no longer have teriyaki chicken donburi on our menu. The operator said to it's okay and have the order made without it. The kitchen made a gyoza and kake u**** The driver came to pick up the order, and I mentioned that teriyaki chicken is not in our menue . I driver called customer who requested order. The customer asked to order in salmon teriyaki big plate for teriyaki chicken **** I placed an order of teriyaki salmon. While the kitchen was working on the customer's order, the driver left. The driver did not come back to pick up the order and the food has not been paid for. On the day of the incident, I emailed grubhub restaurant reimbursement service. After few email exchanges, on April 25, Grubhub would send a check and asked for how much is the reimbursement for. I replied to there email on June 16th, stating I would like a check for *****. On the same day, June 17th, Grubhub emailed us stating that they will send a check via address we gave them. I have not received their check. On July 16th, I notified the grubhub restaurant reimbursement service that I have not received their check. I have not received a reply as of today July 22nd.

  Business Response

  Date: 07/26/2022

  Hello, 

   

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

   

  Best, 

  
  
  Grubhub 

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17612247
  
  I am rejecting this response because: I have contacted the restaurant care service on the day of the issue April 3rd. The care service directed me to the restaurant reimbursement service. I have been emailing the reimbursement service for 3 months. The attachments are ell emails I have to and received from the service.

   

  This complaint is not resolved because I do not understand the absent of reply on my last email and the check.

  Thank you for reading this. 

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

  Business Response

  Date: 07/29/2022

  Hello, 

   

  Thank you for the clarification.

   

  We ask that you please use the restaurant reimbursement service for further communication to help get your matter resolved. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17612247
  
  I am rejecting this response because: I have not received a logical and clear explanation of why the check has not been sent and I have not received the check from grubhub. 

  I did not do the requested advice since I was not sure if the restaurant reimbursement will respond to my emails. However, I have tried is called the restaurant care center on Saturday (7/30).
  I received no clear explanation why the check was not sent. The person on the phone explained said there were no activity of orders in March and April in their log. I asked for further explanation since the record is incorrect.However, the person could not explain why there were no record of orders. He said he would bring the case to order and paid department department, gave me new request service number (*********) ,and instructed me I would receive an email within 24 to 48 business hours.

  
  On Wednesdays, August 3rd, I have received an email from restaurant reimbursement service that they will send in a check, and it will take about 6 weeks for the check to arrive. I have attached the email I received. 
  

  I am not sure if grubhub will send the check as mentioned in the email. Would it be possible to keep my complaint case unsolved for 6 weeks until I receive a check from grubhub. I would like to avoid the situation where I accept this BBB business response, didn't receive a check after 6 weeks have passed,create a new complaint case with BBB, and repeating the same advised tips. 

   

  Would it be possible to keep this case unsolved for 6 weeks until I receive a check from Grubhub? 

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

• Initial Complaint

  Date:07/22/2022

  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.

  I had a coupon they were suppose to refund me ***** it states refunded spoke to someone who said my order was canceled and i should see the order refunded and the money was still taken out ok getting no answer

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear that your refund has yet to be processed on your end and apologize for any inconvenience this might have caused. We looked into this further for you and see that we did process a refund of $10.89, but because the refund was processed before the charge had settled, instead of seeing a credit of $10.89, you would have seen that your original charge of $60.04 was reduced and finalized at $49.15. If you're seeing a charge for more than $49.15, then we recommend contacting PayPal for additional assistance. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/22/2022

  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 7/14/22 I ORDER FOOD FROM A RESTAURANT NAMED JOYEE BUT WENT THROUGH GRUBHUB FOR MY DELIVERY OPTIONS. I GET THE FOOD AND ITS DISGUSTING AS WELL AS INCORRECT. I CHATTED WITH A GRUBHUB REPRESENTATIVE UPON WHICH THEY STATED THAT THE AMOUNT OF $72 WOULD BE REFUNDED WITHIN 5 BUSINESS FROM THE DATE OF SERVICE. I REPORTED TO THEM THAT TODAY MAKES THE SIX DAY AND STILL NO REFUND. THEY STATED THAT THEY NEEDED MY LAST SIX DIGITS OF MY CREDIT CARD UPON WHICH THE CREDIT CARD ASSOCIATED WITH MY GRUBHUB ACCOUNT IS VISIBLY SEEN ON GRUBHUB. I ASK WHY? THEY NEVER STATED, AND SO NOW AT THIS POINT I STATED TO THE GRUBHUB REPRESENTATIVE THAT THIS SEEM LIKE A SCAM,AND THAT YOU SHOULD BE ALREADY LOOKING AT MY CREDIT CARD THAT IS ASSOCIATED WITH MY GRUBHUB ACCOUNT. ThE GRUBHUB REPRESENTATIVE STATED THAT THIS HAS TO NOW BE ESCALATED TO UPPER MANAGEMENT. I THEN INFORMED THEM THAT SINCE GRUBHUB IS ASKING ME TO VERIFIED MY CREDIT CARD INFORMATION THAT I WILL REPORT THIS TRANSACTIONS AS SCAMMER TO THE BBB. PLEASE LOOK INTO THIS MATTER ASAP. BECAUSE IT SOUNDS SUSPICIOUS. THANKS

  Business Response

  Date: 07/22/2022

  Hello *******,
   
  Thank you for reaching out to Grubhub. We are so sorry to hear that you havent receive your refund, we understand this might've been difficult for you, we have reviewed the situation.
   
  We have taken a look into the order 03871947-2781797 from ************* noodle. The refund for this order was issued on July 14, 2022.
   
  I have attached a copy of the receipt below. This refund was applied as an adjustment to the charge that was originally summited for authorization which was $148.82, after the adjustment of $72.15, the charge we submitted for settlement was $76.67, please see below for more details.
   
  You can reach out to your bank regarding this transaction and show them the receipt. They will be able to pull up the transaction, and possibly push the funds through.
   
  We sincerely apologize for the inconvenience!
   
  If you have any other questions, or concerns, please feel free to respond back to this email, or give us a call.
   
  Best,
  
  Customer Experience 

• Initial Complaint

  Date:07/21/2022

  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 received a $50 dollar GrubHub gift card from my friend, so I created an account and linked my gift card to the account and made my order(my first time trying Grubhub). Then my order kept being rejected no matter what restaurants I chose, so I talked to the customer service on Jul 15. The customer service said it was because my account was a new account that was under review and their system prevents orders from processing. They would lift the hold within 48 hours, and will send me a confirmation email. So I waited for two days and still didn't receive any email reply. Then I talked to the customer service again on Jul 17, and the customer service said my account needs to be reviewed by the specialized team, and there would be an email response sent out to me within 48 hours. And again, two days later Jul 19, still no reply. So I asked the customer service again, and they told me the same thing again - to wait for 48 hours to lift the hold. Thus, I knew something was wrong, and I asked to talk to their supervisor, and the supervisor kept saying there is no time frame for this and the ***** hours are just in case the specialized team has further questions about the issue. I asked him to give my gift card back, he said no and I have to wait. I asked what if no reply even after a week. Should I keep waiting? He just said one word - Yes. Lol, a meaningless answer to put me to wait forever, and I will never be able to get my gift card back. The supervisor (name is ******* PM) sounds like a bot, and it is super unhelpful and unprofessional. And now, its Jul 21. Still nothing.I asked the supervisor to ask his supervisor, he didn't directly reply, just ask me what I want. I said I need to file a claim for customer service. He said he will document my request and pass it to the correct department. I asked him to send me an email for this, but he kept saying won't be able to offer a follow up.So I need someone in charge help me to make sure if ******* file the claim

  Business Response

  Date: 07/22/2022

  Hello Feng,
  
  We are sorry for the trouble youve experienced placing an order on Grubhub.
  
  After careful inspection, we have determined what kept your order from processing and have corrected this error. Please go ahead and order again. We're sending a discount code as an apology in a separate email. It can be applied by clicking on the "Add promo codes" link located below the tip section on the final payment page.
  
  Thank you for taking the time to contact us and sorry again for the inconvenience.
  
  Best,
  
  Customer Experience