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

2,481 total complaints in the last 3 years.
983 complaints closed in the last 12 months.

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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:07/14/2022
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.
July 13th 2022 I signed up for grub hub and I placed an order but grub hub cancelled my order and block my account even tho my account is fresh , I called to see what's going on with my account just to get an email stating I violated grub hubs policy and terms , when I appealed it was denied due to egregious nature of the violations of grub hub Terms and Conditions. I just want a better explanation on why is was block because this is unfair and completely unethical!
Business Response
Date: 07/15/2022
Your order did not process because Grubhub recently noticed concerning activity in relation to your order
feedback. Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involve/
After careful review of your account, we are no longer accepting your orders.
Please see our Terms and Conditions for further details.
Initial Complaint
Date:07/14/2022
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.
Hi,I received two grubhub gift cards while I had breast cancer. One was worth $25, the other worth $50. I tried in March of this year to place an order through their website for a restaurant delivery. The gift cards were accepted but when I tried to put the remainder of the balance on my credit card the transaction would not go through. I decided to just place the order from the restaurant directly. I was charged $3.16 from Grubhub Seamless. Today the same thing happened. I tried to pay with my credit card and then tried to pay with PayPal. I was charged the remainder ($25 through Paypal) but the transaction would not go through on Grubhubs end. I called customer service. They told me my account was blocked due to violating terms of service. I asked what that meant. They said it was fraud. I asked what fraud? They told me they could not tell me. After persisting, the customer representative said it was because I had canceled orders in the past. I have never used grubhub save the one time in March and told them I had never canceled any order through Grubhub. I asked to speak to a supervisor and if Im not mistaken I was put through to the same person as before. I was told they would escalate this situation and that I will receive an email within 48 hours. I googled grubhub gift card scam and I am not the only one out there. It seems to me that Grubhub collects these gift cards and never allows the recipients to redeem their gift cards. If Im correct Grubhub probably has millions of dollars in unredeemed gift cards.
Business Response
Date: 07/15/2022
We are reaching out to let you know that we have escalated this issue to the appropriate department, who will reach back out via email as soon as they have more information for you. Thank you for your patience and understanding.
Customer Answer
Date: 07/20/2022

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:07/13/2022
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.
7-13-2022 my girlfriend and I placed an online order for GrubHub home delivery. Total cost was just a little over $40, the driver then proceeded to get the food, **** it delivered and did not contact either of us as requested in delivery instructions. The driver did not appear on our street whatsoever, did not contact us, disregarded our business transaction completely. We received no food or services for what we paid and when customer support was contacted we were offered a $5 coupon as compensation. That is all. Disregard for our actual complaint regarding the driver, disregard for the fact it was a business transaction that had taken place and no services were rendered for the price we paid.
Business Response
Date: 07/13/2022
Hello,

We're sorry to hear you didn't receive your order and that not all of your concerns were addressed when contacting us. This is not the type of experience we want anyone to have. We tried looking into this for you, but your email address and phone number did not yield any results. For assistance, please reach out to us at http://grubhub.com/help.contact-us or give us a call at ************ and we will be happy to assist you.

Best,

Grubhub
Initial Complaint
Date:07/11/2022
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 recently opened an account with Grubhub because of their promotion with Amazon Prime. I tried to place an order and my order was immediately cancelled and my account was closed. I called customer service about this and was treated very rudely and I asked to speak with a supervisor. I was told to file an appeal on the account. I received an email on 7/10/22 saying that my account was permanently closed. I contacted customer service again and was hung up on. I called back and asked to speak with a supervisor. The lady told me their was nothing I could do and refused to make a complaint about this and became very hostile. After our call ended, I received another call from Grubhub. I answered the phone and male representative who was on the line said the following:Is this the stupid ******* b???h on the phone? I said, 'Excuse me who is this? He replied, 'Dont worry about it you stupid f??king b???h? and hung up the phone? I immediately called Grubhub back to inform them of this and I spoke with **** and she said that they would look into it and that was it.
Business Response
Date: 07/13/2022
Hello ********,

Thank you for reaching out to us. We can confirm that your account went through the appeals process and a decision was made to keep the account closed. After further review, we have determined that your account will remain closed and this decision will not be overturned at this time. Furthermore, we are thoroughly investigating your claim of a representative reaching out to you with vulgar language. This does not align with Grubhub's core values and we're investigating the matter. If you have information that can help us with the investigation, feel free to get in contact.

Best,

Customer Experience
Customer Answer
Date: 07/15/2022

Complaint: 17548772

I am rejecting this response because:
Grubhub has not dealt with the issue at all. My account was closed with no reason given and this is a new account. Also the matter with the representative is still unresolved.
Sincerely,

***********************************
Business Response
Date: 07/19/2022
Hello,

You were emailed letting you know that your account was closed due to a violation of our terms of use under the section "Your Content and Conduct". As for the representative who called you, we will take appropriate action once our review is complete. However, since this in an internal matter, we will be unable to discuss this further with you.

Best,

Grubhub
Customer Answer
Date: 07/22/2022

Complaint: 17548772

I am rejecting this response because Grubhub has never explained to me why my account was closed and kept giving me the run around. I gave not violated any policies code or otherwise. I am a new customer and thus account is a new account. I have never completed an order because they automatically cancelled the order I tried to place. As for the representative, action should be taken and loss of employment should occur because no one should ever treat a customer like that. It does not matter whether I am now not a Grubhub customer or not, this occurred to me and I should be informed of actions taken period. Grubhub is not a reputable company especially treating customers like this. I would like a response on what action is taken about the representative and also the real reason why my account was closed because I have done nothing wrong.Sincerely,***********************************
Initial Complaint
Date:07/10/2022
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 was given a gift card of $100 dollars after surgery. I placed one order and it went through fine. I went to order again and it kept rejecting my order. I thought it was the business and that they were busy so I waited another day to order, the same thing happened my order was rejected. I called grub hub and messaged them just to be told it would be 48 hours to escalate my claim and they can't tell me why. 48 hours passes and it's still not fixed, I wait another 48 hours and am told I would get an email, no email, no communication. I called yet again and this time I'm told to stop calling and 48 hours is just a guess and they don't have a time frame. They said this is for my protection but I had to contact them, even from the beginning.
Business Response
Date: 07/13/2022
Hello ******,

We're sorry to hear about the trouble you experienced while trying to place an order. After further review, we can confirm that our system was preventing orders from being placed and needed to be reviewed by our Advanced Account Review team. Our team has reviewed your account and it is now cleared. You may now continue to place orders. We apologize for any inconvenience.

Best,

Customer Experience
Customer Answer
Date: 07/14/2022

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:07/10/2022
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 account (which I share with my girlfriend) was wrongfully closed July 7, 2022.According to GrubHub:"Your account was flagged due to it being in violation of Grubhub's terms of use (see section "Your Content and Conduct"), found here. We have conducted a full review of this activity and have determined that it was in violation of our refund policies. This account is now closed, and no orders can be placed from this account. If you believe this decision was made in error and would like to appeal, please fill out the Appeals form at the link below: Form Link".I followed the link but I also contacted GrubHub for further information to which I was informed: "The unusual number of refunds and Free Grub on recent orders is the violation"How can I be in violation of anything based on GrubHubs' actions in compensation for bad service? This is unacceptable business practices. It's not my fault that my orders consistantly arrived cold, incorrect, or missing items. I should not be held accountable/pay for that.Also, I signed up to GrubHub+ on July 1, 2022. in the amount of $10.65 (9.99/month + tax), but my account was closed July 7, 2022
Business Response
Date: 07/13/2022
H*** ****,

We can confirm that your account was closed for excessive order adjustments. When a pattern is established, it can be considered in bad faith and Grubhub can choose to close any account if there is suspicion of bad faith activity on the platform. This is outlined in Grubhub's terms of use https://www.grubhub.com/legal/terms-of-use under "Using Grubhub".

Furthermore, after further review, we have made a decision to allow the account to be used again. You were sent an email with further information regarding our decision. At this moment, we consider the matter resolved.

Best,

Customer Experience
Customer Answer
Date: 07/13/2022
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Complaint%3a 17544329%3cbr /%3e
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I am partially rejecting this response because it is only halfway resolved. The account has been reopened but the service of Grubhub%2b is not active. Grubhub%2b was started on July 1%2c 2022 and along with the account being closed%2c
the Grubhub%2b was deactivated. The Grubhub%2b is still paid for the month so the service should be reinstated with the reopening of the account. %3a%3cbr /%3e
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*************************
Business Response
Date: 07/14/2022
Hello,

Our apologies regarding your Grubhub+ subscription. We have sent you a 60 day free trial to your email to make up for it.

Best,

Grubhub
Customer Answer
Date: 07/15/2022

Complaint: 17544329

I am rejecting this response because I did not receive any email to my inbox or spam folder about any 60 day free trial. Also, the last email I did receive states the following:"WARNING: If continued violations of our Terms and Conditions are detected, your account will be re-blocked, permanently. It will not be eligible for any additional appeals." If when bad service is provided to me, which Grubhub knows can happen on occasion, I can't report anything in fear of being put in violation by Grubhub policy and risking my account being closed again. It's like if any issues come up, for personal example: cold food, late deliveries or no shows, missing or wrong items, drivers not following instructions, or food smelling and tasting of marijuana, I just have to accept the loss. I should be able to use the service with confidence that if any issues come up that I can report it and be covered by Grubhub for my loss. If agents give me refunds or "Free Grub" for errors in my orders, I should not be held responsible for violation to policy. The restaurants, drivers, or agents should be held responsible for their final actions/ decisions. I should not be threatened with violation or closure due to inferior service. :

Sincerely,

*************************
Initial Complaint
Date:07/09/2022
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.
Grub hub deliberately did not refund my order that was beyond late and food arrived cold and damaged..When I ask for a refund. I.was told they could give me 15% off my next order . Which Is utterly ridiculous. The company continues to allow you to get inadequate food with no resolutions that doesn't make sense to the consumer.
Business Response
Date: 07/13/2022
Hello Leixy,

We're sorry to hear about the trouble you've experienced while using our services. This is not the type of experience we want our customers to have.

After further review, we can confirm that you were compensated for the order issues. A promo code in the amount of $10 was provided to you. With the subtotal of your order being $19.78, it was found that $10 was the appropriate amount of compensation for the issue presented. You may use the $10 towards your next order. You may find the promo code in a separate email from Grubhub.

Best,

Customer Experience
Initial Complaint
Date:07/08/2022
Type:Billing 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 am supposed to get 1 year free Grubhub+ membership because I am an Amazon Prime member. I signed up for Grubhub+ via my Amazon account. I tried to order via the Grubhub app. I received an error message that my order could not be processed. This happened twice. I called customer service for ********************** and was told my account was flagged as fraudulent. They cant tell me why. They refuse to allow me to do anything to prove I am a real person/legitimate account. They refuse to honor the 1 year free membership my Amazon prime account entitles me to.
Business Response
Date: 07/12/2022
Hello,

We are sorry to hear you're having trouble redeeming the Amazon-Grubhub+ promotion and that your orders are not processing to completion and apologize for any inconvenience this has caused.

We have looked into this further for you and see that you were able to redeem the Amazon-Grubhub+ promotion, but we are still reviewing your account to determine why your orders are not processing. Once the review is complete, we will be sure to reach out to you by email with additional information.

Best,

Grubhub
Customer Answer
Date: 07/13/2022

Complaint: 17541981

I am rejecting this response because:
There is ZERO reason given for my account being reviewed, nor is there any timeframe given for this review to be done. So I HAVE NOT BEEN ABLE TO REDEEM THE ***** SINCE I CANNOT PLACE ORDERS. I tried opening an account with Grubhub in April 2022, and THAT account is still under review 4 months later and I have NEVER heard from Grubhub about that account either. THIS IS UNACCEPTABLE.

Sincerely,

***************************
Business Response
Date: 07/13/2022
Hello,

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

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

Best,

Grubhub
Customer Answer
Date: 07/15/2022

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:07/08/2022
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 set up a GrubHub account on July 1, ******************************************************** the amount of ****** dollars. When I went to use the gift card my order was canceled, I proceeded to try two more times and each time it was cancelled. I called customer service July 1, ****************************************************************************************************** why my account was blocked. I also chatted with another representative that day and they too informed me that the account was blocked and they couldn't tell me why. Both representatives informed me that someone would get back to me within 24 hours. I also emailed the company the same day. It has been over a week a no one has emailed me nor called me back in reference to my account or how I could use the ****** on my account.
Business Response
Date: 07/12/2022
Hello,

We're sorry to hear your order wouldn't process through to completion and that this has yet to be resolved for you. We apologize for any inconvenience this has caused.

We are still reviewing your account to determine why the order didn't process to completion. Once the review is complete, we will be sure to reach out to you by email with additional information.

Best,

Grubhub
Customer Answer
Date: 07/13/2022

Complaint: 17537095

I am rejecting this response because:Your response makes no sense, especially seeing that the account is brand new. Your email is very basic and generic and does not show that your interested in resolving the issue. GrubHub has failed to give me a legitimate explanation as to why my account is on hold and what the resolution will be in the end of your investigation. This issue truly is not that difficult to solve. I look forward to receiving a more appropriate response from an actual person not an automated response without a true explanation.

Sincerely,

*******************
Business Response
Date: 07/13/2022
Hello,

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

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

Best,

Grubhub
Customer Answer
Date: 07/15/2022

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,

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

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GrubHub is NOT a BBB Accredited Business.