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

Customer Complaints Summary

2,506 total complaints in the last 3 years.
970 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.

Initial Complaint
Date:03/30/2025
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 is the most worthless food delivery business around. I have only used it due to their agreement with ****** to not charge delivery fees, but I am constantly having an issue with orders from a variety of restaurants (it is this business and their drivers). I had yet another issue today Chilis does not make the drinks until the pickup person arrives (so the ice doesnt melt and so it is cold when received) and my driver grabbed the food off the shelf and left without talking to the staff or reading the obvious ticket that had the words Coke zero brightly highlighted (I spoke to the Chilis take-out person). Now I have to go all day at work without a drink and the person I complained to has zero empathy that I was completely fed up with this constant aggravation, she gave me automatically generated responses only, with zero concern for my frustration that my order is constantly being messed up due to laziness and not paying attention to obvious things. This is unacceptable. Its a good thing GrubHub isnt in my line of business (healthcare) or the world would be in trouble. Id rather pay a fee and use another company. Im done giving them chance after chance to remedy their sad business practices.
Business Response
Date: 04/01/2025
Hello,

Thank you for providing your feedback regarding this issue.

For your inconvenience we issued Grubhub Credit to your account.

Reference: 293863856

We hope this helps, but please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/02/2025

Complaint: 23135767

I am rejecting this response because:
I do not plan to ever use GrubHub again so a credit is worthless to me. Why do I want to use your service again just to have my order incorrect? Just send me a refund and do better with your business practices.

Sincerely,

***** *********
Business Response
Date: 04/03/2025
Hello,
Thank you for reaching back out to us.
We have looked into your request regarding this order to confirm a partial refund of the affected item was previously processed on 3/30/2025 for $4.74. Additionally, we applied $15 in Grubhub credit to your account on 4/1/2025 as an apology for the inconvenience caused.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/04/2025

Complaint: 23135767

I am rejecting this response because:
I do not want a credit. I am not using your business any longer so what good does a credit do for me? Take your credit back from my account, refund the full amount for the frustration and poor service your company provides, and that will be the end of the story.

Sincerely,

***** *********
Initial Complaint
Date:03/30/2025
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.
First time using their service. After chemo I ordered my family a large fajita family meal. It was *****. The delivery ran late. When it got there it was a burrito. A 8.00 burrito!!!!!! I immediately call the driver. She said it was out of her hands. I then called there support and they said due to numerous returns they denied me a refund. I had never used their serve before. So now after chemo and tired I spent the whole day trying to get them to just deliver what I paid for. Still havent gotten my food nor my money. Ill never use this service again
Business Response
Date: 03/31/2025
Hello,

We apologize for the inconvenience caused by receiving an incorrect order. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.
You can also reach out to us directly at: ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:03/30/2025
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.
******** has my account listed as a non-refund account for over a year and a half. They refuse to refund if items are missing or an order is stolen. There is no way this business practice is legal.
Business Response
Date: 03/31/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item(s) you reported as affected. The adjustment was processed on March 31, 2025 in the amount of $29.06

For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

Reference: 293705731

Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/01/2025

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:03/30/2025
Type:Delivery 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 made a grubhub order at ********* on March 23rd around 8pm. My order came all flipped over and everything was spilled in the bag and when I reached out to grubhub they told me they wouldnt be giving be a refund!! unacceptable that is very disgusting customer service. i have pictures that i will be attaching!
Business Response
Date: 03/31/2025
Hello,

We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. However, you do have the option to submit a written Refund Appeal. If you are interested in this option, please reach out to us at the link provided below so we can assist you with that process.
Reference: 293235954
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 04/05/2025

Complaint: 23134657

I am rejecting this response because:
What am I supposed to do and why wont you give me a refund for my messed up food?
Sincerely,

****** *******
Business Response
Date: 04/07/2025
Hello,

We apologize that our original response did not provide the resolution you were hoping for.
In order to assist your further with your request, we have sent you an email with a link to submit a written Refund Appeal.

Reference: 294383649
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:03/29/2025
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 ordered $55 of food from ********** through grubhub my original time was 5:20-5:38 there was a delay i contacted grubhub about a refund because now my dinner want arrive until 6:30 after calling the store to see the issue I was told my food was ready and waiting I spoke with a ******* B from grubhub very rude didn't give a c*** about anything I asked for a refund was told she couldn't give me a refund but can offer me $1.20 back off $55 that I spent on this site very unacceptable I couldn't and wasn't eating that food that had been sitting for and hour before getting to me but ****** B didn't care and the driver being late just sat it at the door never rung the bell to apologize. I would just like my $55 refunded to my original payment and grubhub will loose my service at this point because of ****** B and her inconsideration i fo have receipt and photos of conversation if they would like
Business Response
Date: 03/31/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 3/29/2025 in the amount of $53.64.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: 293671581
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:03/29/2025
Type:Delivery 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.
3/29/2025 11:30 am ordered food from Dunkin and the order that i received was someone else's contacted the grubhub services and was told they won't correct it or help me.
Business Response
Date: 03/31/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item(s) you reported as affected. The adjustment was processed on March 31, 2025 in the amount of $18.49.

For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

Reference: 293791117

Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/02/2025

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:03/28/2025
Type:Delivery 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 placed ONE order and was charged for THREE orders. Was told they acknowledged the problem with their website, but would not refund the extra charges. Their website asks you to add to your order until preparation. They solicit additional spending. The website needs to be improved to use ONE order or a warning needs to pop up that adding to your order would duplicate charges... Or in my case triple the charges.They refused to refund me.
Business Response
Date: 03/30/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on March 30, 2025 in the amount of $26.70 and $36.31.

For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

Reference: 293729566

Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:03/28/2025
Type:Delivery 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 a Grubhub Plus member who orders from GrubHub almost every day since 2020. Prior to March 26th, on a weekly basis I ordered nearly $250 of food. I have been maintaining that pace of business with GRUBHUB since 2020. Because I order a lot, my orders are messed up or late frequently. Grubhub advertises an ON -TIME GUARANTEE. When my order is late, which happens frequently, becasue I order frequently, I call for the guarantee. I called 2 days ago BECAUSE MY ORDER WAS LATE! BUT THE GUARANTEE WAS NOT HONORED! I was told it was because I've received too many credits. That doesn't make sense. I only have the credits because GRUBHUB MESSED UP. THAT IS NOT MY FAULT. IT IS GRUBHUB'S FAULTand they should honor theri advertieed On-Time Gurantee
Business Response
Date: 03/30/2025
Hello,

We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

Reference: 293547532

Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:03/27/2025
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 only used GrubHub twice through ****** and I ordered a pizza on March 18th from 7-11 the pizza was undercooked and cold. I contacted your customer service center three times you were rude and unwillingness to help claimed my cell phone number was tied to another account. and stated you refuse to return my money. in the state of ********** you can't take any money for a product or service in this case uneddidble pizza. that is deceptive business practice and since you wouldn't fix the order you must return the money for the pizza. please return my money iimmediately to the original payment method or I will move forward with the charge back process through ********** and ***********
Business Response
Date: 03/28/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item you reported as affected. The adjustment was processed on 3/28/2025 in the amount of $14.15.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: #*********
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:03/27/2025
Type:Delivery 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 filing a formal complaint against Grubhub due to multiple disappointing experiences on March 26, 2025.I placed an order (#********-0372133) from The Halal Guys for ~$43. Grubhub canceled the order, citing a "delivery issue," and refunded me. While the cancellation was frustrating, I placed a second order (#********-0379250) that same day from *********** for ~$35.When the *********** order arrived, the food smelled strongly of cigarette smoke, rendering it inedible. The delivery driver had been smoking in the vehicle, raising serious concerns about hygiene and professionalism.I reported the issue through Grubhub's app chat, but their representatives refused to offer a resolution. I then called customer service, only to be told no action would be taken because I had received "too many concessions" in the past. These previous concessions were legitimate responses to issues like incorrect or missing items, not excessive requests. It is unacceptable for Grubhub to deny responsibility for their mistakes and shift blame onto customers.This experience left me dissatisfied with the service and appalled by the poor customer support. I urge **************************** Enforce policies preventing drivers from smoking during deliveries.2) Improve customer service training to handle complaints fairly and professionally.3) Take accountability for operational failures instead of penalizing customers.I hope the ******************** can assist in ensuring Grubhub improves its service standards. Please contact me for further details.
Business Response
Date: 03/28/2025
Hello,
Thank you for reaching out to us, we have received your request and honest feedback.
We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 3/27/2025 in the amount of $35.13.
We have also escalated your feedback to the right team at Grubhub so that the appropriate steps can be taken to remedy this issue moving forward.
For further details, please check your email, as we have provided additional information in that communication.
We apologize for any inconvenience this may have caused.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 03/31/2025

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,

**** ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

GrubHub

GrubHub

GrubHub

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

GrubHub is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

GrubHub is NOT a BBB Accredited Business.