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:07/19/2022

  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 ordered through Grubhub twice in a week period. The food that was delivered to me was cold, there were bones in my food that had no place being there and was not cooked properly. I took to the app to let Grubhub know as that is not okay to serve people food like that and was issued a refund. After my second order with Grubhub the food was delivered wrong and I let them know and was issued a refund. I go to order with a gift card a couple days later and my account is now blocked, 2 days later and they closed my account without actual detail besides there generic response. I have a generous amount of a gift card on that account and they are refusing to issue it back.

  Business Response

  Date: 07/20/2022

  Hello, 

   

  Your account was closed due to a violation of our terms of use titled "Your Content and Conduct". If you believe this is incorrect, then please fill out the appeal form we sent to you by email. As for your gift card, we recommend contacting the gift card vendor directly to request a refund, or contact your banking institution and dispute the gift card purchase. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/19/2022

  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'm following this complaint on behalf of my elderly parents. I set up a meal train for them and they received gift cards from GrubHub due to surgery. An account was set up for them around July 6th. Since then they received over $300 and gift cards and the account was blocked. They have been unable to order and then it's been very challenging. GrubHub repeatedly says that they are working on it but now it has been over two weeks with no resolve. They are purposely blocking the use of gift cards that is hurting two seniors.

  Business Response

  Date: 07/20/2022

  Hello, 

   

  We're sorry to hear that your parents are having trouble placing an order and being able to use their gift cards. We apologize for any inconvenience this has caused. We have looked into this further and have sent an email to the email listed on the Grubhub account with additional information as to why the orders were not processing to completion. 

   

  We hope this helps. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/18/2022

  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.

  There was promotion going on between Grub Hub and Amazon that an Amazon Prime member would have access to a free 1 Year membership at Grub Hub Plus, and it goes like this: With a Prime Amazon membership (which I have) you will have access to Grub Hub Plus. That means free delivery for 1 year on food orders. And of course, when I tried to take advantage of that, part of the instructions tells you go to amazon.com/grubhub and it would give you three easy steps to follow. Each of the times I tried it, it says it was processing and then a error message would come up saying "linking is unsuccessful". When I go to the Grub Hub to sign in I was signed into the account and Amazon separately . But when I called customer service and chatted online with both companies all that was said is that "there's nothing we could do" or "I don't know what to say..."

  Business Response

  Date: 07/20/2022

  Hello, 

   

  We're sorry to hear you've been unable to redeem our promotional offer for Grubhub+ for 1 year for Amazon Prime members. We have looked into this for you and we have emailed you some troubleshooting steps you can try, to hopefully allow you to redeem the offer. If still unsuccessful, please respond to the email we sent, and we will be happy to look into it further for you. 

   

  Best,

   

  Grubhub 

• Initial Complaint

  Date:07/18/2022

  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 had started using grub hub because my father was in the hospital. Well I placed and order and my father ended up getting released. So I canceled the order, no where was I alerted that I would still be charged or I would have called the restaurant and grab my food. I had canceled it almost as soon as I placed it as that was when I found out. No where could I find a phone number to call and I had to search for a chat. No one offered a refund and no one would provide a manager or a phone number to call. All I wanted was my money return as I was NEVER made aware that I would still be charged before I cancels the order.

  Business Response

  Date: 07/20/2022

  Hello, 

  
  We are sorry to hear about your recent ordering experience with us and apologize for any inconvenience this may have caused. We were unable to locate any prior contacts from you regarding wanting to cancel an order. For assistance with this, please contact us at http://grubhub.com/help.contact-us or by calling us at ************. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/21/2022

   
  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:07/18/2022

  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 former mother in law continues to use my grubhub account without my permission. I have asked her to stop by she continues to do so. I have changed my password half a dozen time and somehow she still has access to it. I have tried to just delete my account on your website and get an error message. I have contacted customer support and they said they would send me an email to delete my account. I contacted them a second time and they said they needed to get another department involved and a response could take up to 48 hours. I had to delete my personal payment methods because she would charge against them. I am frankly appalled at your lack of data security. I need my accounts secured.

  Business Response

  Date: 07/19/2022

  Hello, 

   

  We're sorry to hear that someone is accessing your account without your permission and for encountering an error message when attempting to delete your account. Our recommendation would be to reset your password to something unique and to remove your methods of payment, but you have already done so. As for your account deletion, we have sent you an email with additional information.

   

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

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17581330
  
  I am rejecting this response because:
  
  it really shouldn't take 45 days to delete my account and deal with this for another month and a half. I'm not satisfied until my account is deleted.Sincerely,
  
  ***************************

  Business Response

  Date: 07/21/2022

  Hello, 

   

  Your request to delete your account could take up to 45 to be processed, but also could be processed before then.  

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/17/2022

  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 grubhub one year for free thru amazon prime but after one order i couldnt order anymore i contacted them they promised to send me infor regarding my account within ********************************************************************************************************************* withing ************************************************************************************************************* within 48 hours i finally called customer servive and said my account had been closed due to content and conduct violation what does that mean i only used the account one time before it was blocked please help

  Business Response

  Date: 07/19/2022

  Hello, 

   

  We're sorry to hear that you've been unable to place on order with us after redeeming the 1-year promotion with Amazon and Grubhub. We sincerely apologize for any inconvenience. We looked into this further for you and see that our team reached out to you yesterday by email with additional information. 

   

  We hope this helps resolve your matter. 

   

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

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/17/2022

  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.

  Im pregnant I ordered grub hub for breakfast both of my sandwiches were raw still and I ate it without knowing now me and my unborn child is going to get sick and grub hub doesnt want to refund my money over account issues I just want my money back

  Business Response

  Date: 07/19/2022

  Hello, 

   

  Thank you for taking the time to tell us about your recent ordering experience. We apologize for any inconvenience this may have caused. We looked into this further for you and we have emailed you with additional information about your account. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/15/2022

  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.

  March 29, 2022: Placed a ********** order on Grubhub's app. Proceeded to have such a horrific experience with their driver persistently refusing to listen to directions ("please leave", "this is a no contact order; please leave", etc.) & stubbornly, aggressively approaching my door, attempting to force contact that was very clearly unwanted, that I filed an incident report with my local police because I was in such fear that this man would return. I spoke to several GH representatives over the course of about 4 hours describing my experience & expressing my fear he would come back. In the end I was provided with two GrubHub gift cards (the phrase the rep used, not my phrase) as an apology for the experience that was not representative of GrubHub's brand. I was VERY clear in stating I would not be using these cards prior to their expiration due to how traumatized I was & stated this several times, & the representative stated he would add a note into my account to let future reps know that I would call to have these cards reissued when I was ready to do business with GrubHub again.Today, July 15, 2022: Spoke to two representatives who refused to do so. They claimed that since I had no "recent ******* ****** couldn't see anything past 60 days on their end, that I would basically have to front them my own money by placing an order & only THEN would they be able to reissue & manually release those cards. They refused to transfer me to anyone else in order to get this rectified. I offered to send them screenshots of my app & the two emails I received containing the codes on March 29th. They refused, insisting I had to place an order with my own money first before they could reissue the gift cards. None of this is what my representative informed me I would do. This is adding insult to a very real injury: A trauma that I am only just now beginning to feel safe again in my own home due to the actions of this driver. Please make me whole & fulfill the promise.

  Business Response

  Date: 07/19/2022

  Hello, 

   

  We're sorry to hear about the experience you had on March 29th, 2022, and to hear that you were unable to use the Free Grub we provided you as a result of that experience. We apologize for any inconvenience this has caused. We are working on getting this resolved for you, and once we do, we will reach out to you by email with additional information. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/20/2022

  
  This is partially satisfactory.  The business attached only one of the two screenshots of the gift cards I received on March 29th, which were provided in my original complaint here.  I am expecting a total of $50, NOT $25.  This complaint is not yet complete so I will be leaving this open until I hear further from GrubHub.

  Business Response

  Date: 07/20/2022

  Hello, 

   

  We have emailed you a gift card for $50. We hope this helps resolve your matter. 

   

  Best, 

   

  Grubhub 

  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:07/14/2022

  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,
  
  *******************************