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: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,
  
  **** ****

• Initial Complaint

  Date:03/26/2025

  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 March 5, 2025, I placed a delivery order through Grubhub totaling $39.62. The order was marked as delivered, but I never received it at my address. The driver submitted a photo as proof of delivery; however, this photo is identical to an image publicly available on Reddit from two years ago, indicating that it was not taken during my delivery. The bag in the image is also unmarked and inconsistent with the packaging typically used by the ************* further confirm this, I reordered the same meal for pickup the next day on March 6, and took a photo of the actual bag I received, which clearly differs from the one submitted by the driver. This provides visual evidence that my original order was not delivered and that false delivery proof was used.I contacted Grubhub support the same day, and was repeatedly denied the refund request. I was also falsely told I had a history of refund requests, which is completely untrue and not supported by my account history. Since then, I have followed up, but Grubhub has failed to respond for over 20 days. I am a Grubhub+ member, which is supposed to include enhanced customer service. Despite this, my concerns were dismissed without investigation, and I have been left without a refund or resolution.I am requesting a full refund of $39.62 for the undelivered order, and for Grubhub to investigate the conduct of the driver who submitted a fraudulent delivery photo. Relevant evidence, including photos and correspondence, is available upon request.

  Business Response

  Date: 03/28/2025

  Hello,

  Thank you for reaching out to us.

  We have reviewed your concern regarding a refund requested and your issue was escalated to the correct department for further review.

  Once completed, they will contact you with an update. However, we do not have a timeline of when their review might be completed.

  Reference: #*********.

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

  Best,
  Grubhub

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23120701
  
  I am rejecting this response because: GrubHub provided a vague reply and has not issued the refund I am entitled to. In addition, they emailed me separately stating that they have closed my case claiming that they haven't received a response from me. However, I have followed-up with them twice without receiving a response from them. I reiterate my demand for a full refund immediately that I am wholly entitled to because of the fraudulent actions GrubHub has taken. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/01/2025

  Hello,

  We have reviewed your concern and can confirm that we are currently looking into this matter further and are working to find a more suitable resolution. We will get back to you an update via email.

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

  Ref: 293551590

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23120701
  
  I am rejecting this response because: I await their reply via email. I'll accept the response once they've resolved the issue and given me the refund I deserve.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/25/2025

  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.

  Driver Leave food sitting on the porch It's just frustrating when you order food and it's sitting on a nasty porch where stray cats walk around all over and the delivery guy just leaves it when it's instructions to call because there is no door bell to have someone else to knock on my door and hand it to me and tell me that they wouldn't want to eat the food inside of it and when I looked inside it wasn't something I would want to eat because it looked like the sandwich was walked on the sandwich looked like something want inside it before it was handed to me the fries was spilled inside the bag and the milk shake looked so nasty and the McFlurrie wasn't even wrapped tightly I didn't eat anything For $32.00 and the delivery guy was even given a tip. 

  Business Response

  Date: 03/26/2025

  Hello,
  
  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 3/16/2025 in the amount of $32.92.
  
  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:03/24/2025

  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 ********* from grubhub the food came in cold and the sandwich chicken ***** was raw

  Business Response

  Date: 03/26/2025

  Hello,
  
  We apologize for the inconvenience caused by quality issues.

  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

  Customer Answer

  Date: 03/27/2025

   
  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:03/24/2025

  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.

  Im filing complaint because I didnt receive order from Gogi grill for 35.65$ and didnt receive refund Id like this order to be refunded ***************

  Business Response

  Date: 03/25/2025

  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:#*********.

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  
  

• Initial Complaint

  Date:03/24/2025

  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 ordered food on the GrubHub app on Feb 24. The first order was for my university campus which is the correct address . It was canceled because I accidentally used the wrong card and there was no money in it so it was canceled on the merchants end. When I tried to reorder it somehow got ordered to a ************* in *************. I live in ************* not **. Usually grub hub doesnt allow me order from afar because theres usually a pop up that says its too far .When I saw this, I immediately called grub hub and they asked me to call land an express since they were already preparing but this wasnt even up to 2 minutes after the order was made. I called ************* and they directed me back to grub hub and said only grub hub can cancel the order. I called more than 5 times that day and I finally got assured that my money would be back in my account but even before we got to a final agreement, It took a long time and it was a rather painful process . I didnt end up getting my money and they kept putting me on hold and told me that it takes a while to get into my account. I couldnt follow up that weekend as I traveled but then after a few days , I noticed it was still not in my account. I called ******************** and they said they couldnt do anything for me because it had passed 48 hours.Who does that? I was initially guaranteed my money back and all of a sudden Im not anymore. On the day, I ordered food, I had to reorder food to the ************* location in my school and I ended up paying twice. They didnt even offer me credit. At least if they couldnt refund it that day, the second meal (the right order ) should have been covered. At this point, I just want my money back. 

  Business Response

  Date: 03/25/2025

  Hello,
  
  We apologize for the inconvenience caused by not receiving your refund. 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

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23107986
  
  I am rejecting this response because: I have call multiple times regarding this order and refund and I have gotten the same response . Each time the merchant is unwilling to return my ******** phone number is ********** and my email is ***********************************

  Additionally, my request id for the email I sent on February 24 is 291132629

  Sincerely,
  
  Pearlrose Nwuke

  Business Response

  Date: 03/27/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order you reported as affected. The adjustment was processed on March 27, 2025 in the amount of $14.58.
  
  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:  293484436
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:03/23/2025

  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 this complaint on behalf of myself and 28 others who wish to remain anonymous. Food ordered from GrubHub is repeatedly not delivered or if delivered not left where asked to leave it and on more than one occasion found near the road. This has been going on for over a year and every single time GrubHub is contacted about it their response is to give the company party line about being sorry issue a refund and maybe give a $20-$30 credit even if the order was for much more than. that.

  Business Response

  Date: 03/25/2025

   Hello,
  
  Thanks for reaching out to us and providing your honest feedback. 
  
  We take this very seriously and know how concerning this is. We see your most recent order was canceled due to not being received, and we offered Grubhub credit in addition as an apology for the inconvenience caused.
  
  Additionally, we have shared your feedback to our team to ensure that the points you touched on in your message can be addressed. We will look into this further to take any and all necessary corrective action internally to make this process better.
  
  Reference: 293246435.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  
  

• Initial Complaint

  Date:03/23/2025

  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.

  Transaction date 03/23/25 I placed order number 88472931-0233075 at 7:24PM My order total was $112.01 I did not get the following items:2 Blondie Brownie for $8.98 1 order of Texas toast for $4.25 I let GrubHub know. Over chat they refused to refund for items not received! GrubHub offered me $5, ultimately saying we will give you $5 for $13.23!! This isn't right. Many of my orders are missing 1-2 items and that is not my fault, it is the restaurants and sometimes the delivery driver, not mine! I have no control if they are missing items, but I should absolutely be refunded when items are not received! This just isn't right.

  Business Response

  Date: 03/25/2025

  Hello,
  
  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 3/24/2025 in the amount of $14.28.

  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: 03/26/2025

   
  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,
  
  **** ****