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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

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.

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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

    Customer Complaints Summary

    • 2,489 total complaints in the last 3 years.
    • 952 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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:
      Answered
      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,***********************************

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