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:03/23/2025

  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.

  Date of transaction 3/23/2025. I was not given my purchase and a refund was denied with no personal to speak to regarding the money. For this particular order, I spent $40 on food. The driver was supposed to receive an order number for the customer (me) to prove that the food was delivered. This was not done. This was due to the drivers deliberate misconduct. Upon delivery, the driver uploaded a photo allegedly showing the drop-off location. However, as the attached image clearly demonstrates, the photo shows a computer in the backgroundnot a door, hallway, or any recognizable delivery area. This is a clear attempt at fraud, as the food was never delivered to me.When I reported this, I was not only denied a refund but also accused of abusing the system. This accusation is extremely offensive, unwarranted, and unethical. As a loyal customer, being treated with such suspicion and disregard is disheartening. Furthermore, the offer of a mere $5 credit for a $40 order that I never received. I appealed this and was denied. The email stated the Decision was final and I was unable to respond or speak to anyone one else regarding the matter.Also this is not the first time a company employee has uploaded misleading photos to mislead the consumer (me) as if they delivered food that has not been delivered. This is fraud on the companys part and to refuse me a refund and the ability to speak to a company representative is unjust.

  Business Response

  Date: 03/25/2025

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

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23106284
  
  I am rejecting this response because: The accusations made against me as a loyal customer is extremely disheartening. I deleted my account as well as instructed my family and friends to do the same. I intend to contact my local new station to look into this as well to spread awareness. If a company is accusing a customer of abuse of a system and is no longer able to receive refunds they should be notified 

  also I would like to make ppl aware of the multiple times drivers and delivery people have sent false photos stating that food was delivered using false photos. Also that although the driver did not receive a code from me as instructed the company over looked this and treated me horribly over the phone with no resolution. This was a horrible experience for me.

  bellow is my order information:

  ***** **** - Featuring Small Cheval 
  Total: $40.33
   
  Ordered: Mar 23, 2025 4:26:31pm
  Order number:  #********-6041647
  Contact Restaurant: **************
  
  Email: ************************
  75166388DED7C

  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23106284
  
  I am rejecting this response because: The accusations made against me as a loyal customer is extremely disheartening. I deleted my account as well as instructed my family and friends to do the same. I intend to contact my local new station to look into this as well to spread awareness. If a company is accusing a customer of abuse of a system and is no longer able to receive refunds they should be notified 

  also I would like to make ppl aware of the multiple times drivers and delivery people have sent false photos stating that food was delivered using false photos. Also that although the driver did not receive a code from me as instructed the company over looked this and treated me horribly over the phone with no resolution. This was a horrible experience for me.

  bellow is my order information:

  ***** **** - Featuring Small Cheval 
  Total: $40.33
   
  Ordered: Mar 23, 2025 4:26:31pm
  Order number:  #********-6041647
  Contact Restaurant: **************
  
  Email: ************************
  75166388DED7C

  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23106284
  
  I am rejecting this response because: The accusations made against me as a loyal customer is extremely disheartening. I deleted my account as well as instructed my family and friends to do the same. I intend to contact my local new station to look into this as well to spread awareness. If a company is accusing a customer of abuse of a system and is no longer able to receive refunds they should be notified 

  also I would like to make ppl aware of the multiple times drivers and delivery people have sent false photos stating that food was delivered using false photos. Also that although the driver did not receive a code from me as instructed the company over looked this and treated me horribly over the phone with no resolution. This was a horrible experience for me.

  bellow is my order information:

  ***** **** - Featuring Small Cheval 
  Total: $40.33
   
  Ordered: Mar 23, 2025 4:26:31pm
  Order number:  #********-6041647
  Contact Restaurant: **************
  
  Email: ************************
  75166388DED7C

  
  Sincerely,
  
  ****** *****

  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. We have previously sent a link for a refund appeal, however, you have deleted your account and we're unable to assist further.

  Ref: 293226112

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

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23106284
  
  I am rejecting this response because: Yes you are correct I was sent an appeals email and I filled it out. Receiving this email  bellow:

  Your request (*********) has been updated. To add additional comments, reply to this email.
  
  ****** *. (Grubhub) 
  Mar 23, 2025, 7:09?PM CDT 
  Hello ******,
  
  We have reviewed your appeal request regarding a refund for order # **ebac42-082d-11f0-ac43-37b0fdb5455b 
  
  The ****************** has denied your appeals request due to the unusual number of refunds or concessions on this or previous accounts. Because of this, we are unable to process a refund or concession.
  
  This decision is final and the account is not eligible for further appeals.
  
  Please do not reply to this email as this mailbox is not monitored.

  Sincerely,
  
  ****** *****
  

  After receiving this email informing me that the wrongful decision was FINAL leaving me with no other options to take action for stole goods and without an option to get my money back from the company what else is a customer left to do? I understand that my account has been deleted (as the company fraudulent took my merchandise and refused to refund me) able to see in the system that a code was not given, I called and was informed by a supervisor that they could see a code was NOT given, and a fraudulent picture was taken (as added once again). As a customer that has been with the ********************** this should not happen. This is NOT THE FIRST time I have had this issue, along with wrong orders, dropped/spilled food in my bag, cold food, food left in the wrong location, extremely late delivery times. Of course I have complained before. If I had know I was unable to complain and be refunded I would have disconnected my account a long time ago. But deciding to stay and spend money with this company and then to be treated this way. I should be compensated! 

• 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 ordered from grubhub tonight. I ordered ********* and when I opened the package, my food was flipped over and spilled in the bag. What was I gonna do with a bag full of spilled ingredients? I contacted grubhub customer service and they wouldnt give me a refund. i was furious like what kind of customer service is this. Your food gets flipped over and it becomes inedible but you still have to pay for it? What kind of bs is that. I posted pictures of my flipped over food

  Business Response

  Date: 03/25/2025

  Hello,
  
  We apologize for the inconvenience caused by your order being damaged. 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:03/23/2025

  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.

  My order was missing the caramel frappe I ordered with it from *********. This is the main reason I placed the order and it didnt come with it. They refunded the price of the frappe itself but did not refund any of the service fees that come with it, meaning I was still charged ***** for French fries. I think that if my order comes messed up I should be refunded my priority fee and my service fees and tip because this was not my fault, and it was very easy to tell that there was no frappe in there.

  Business Response

  Date: 03/24/2025

  Hello,
  
  We have looked into this issue for you and have provided a refund of your order.
  
  Reference: 293289218
  
  We hope this helps, but please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub

• Initial Complaint

  Date:03/23/2025

  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.

  To Whom It May Concern,I am filing a complaint against Grubhub regarding an order I placed on March 22nd, Saturday which was never delivered. Despite multiple attempts to contact Grubhubs customer service through calls and chats, I was repeatedly denied a refund. The delivery driver falsely marked the order as delivered, providing a photo of an empty driveway as proof. However, Grubhub failed to hold the driver accountable and refused to issue a refund.When I escalated my concerns to a supervisor, I was given the reasoning that I had refunded too muchwhich is completely untrue, as this was my first-ever order on the platform. While it is possible that a family member who previously used Grubhub requested a refund, I should not be penalized for their actions. I signed up as a new user, separate from any prior accounts.I believe *********************** actions constitute unethical business practices, as they fabricated a reason to deny my legitimate refund request. This not only fosters dishonesty but also enables fraudulent behavior by drivers who fail to complete deliveries. I am requesting a full refund for my undelivered order and for Grubhub to address their unfair policies regarding refund denials. They also use AI for their chatbots. Thank you for your time and consideration.Sincerely,***** Le

  Business Response

  Date: 03/24/2025

  Hello,
  
  We have received your request and have emailed you more information.  At this time we consider this matter closed.
  
  Reference: #*********
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,

  Grubhub

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23104204
  
  I am rejecting this response because:

  I did receive your email and received a response that I will be given 30$ credits. I accepted then the next email that followed up was Please disregard that email, so you got my hopes up. Also my driver, ****** stop my food and faced no proper punishments.

  
  Sincerely,
  
  ***** Le

  Business Response

  Date: 03/26/2025

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

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

  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23104204
  
  I am rejecting this response because: You have said this automated response many times without proper resolution. The driver, ****** stole my food. 
  
  Sincerely,
  
  ***** Le

• Initial Complaint

  Date:03/22/2025

  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.

  Charged me twice for same order. $50.76 was order adjustment because restaurant didn't have item so I replaced item with another and was charged $61. Grubhub trying to tell me I received 2 orders when I did not at all! Driver hand delivered bags to me and we we had and conversation for a few minutes with my husband present. Opened the bags and there was 1 order of the following each...corn burrito, flutos, and enchilada along with appropriate sides and not two of each item stated as they said was delivered to me! Restaurant got order correct it's GrubHub being uncooperative and down right unprofessional! I sent them 18 emails back and forth today trying to get this resolved for them to say they can't refund my $50.76 because I got the order. If I got that particular order, then I would e just received 1 of each of the following...corn, enchilada, and burrito with the proper accompaniments! The $61 had the flu to addition and is the correct price and order received. The flu to was the substitution for the missing jalepano poppers the restaurant didn't have. And I answered GrubHub back about the switch via text message that they sent me regarding the order I placed.

  Business Response

  Date: 03/24/2025

  Hello,
  
  
  We have looked into this issue for you and have provided a refund for the order.
  
  Reference: #*********
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,

  Grubhub

• Initial Complaint

  Date:03/21/2025

  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 was sent an email and Grubhub said they were charging me $2 extra for special instructions. I contacted them by chat, and they told me they charged me for special instructions- I asked them what they were and why they didnt include that in the email. If you charged me $1,000,000 they would bankrupt me. They insisted it was only $2 without an explanation. And disconnected me. Second chat started and they couldnt explain it. Requested a phone number and the woman had a difficult time communicating. Asked to speak to a manager and nobody was around. My main concern is this is the fear elderly and the sick have. They would be over charged and have no recourse. It is a sign of abuse currently and what we can expect to see from the company allowed to operate in ***.

  Business Response

  Date: 03/22/2025

  Hello,

  Thank you for reaching out to us, we have received your request.

  Merchants usuallly upcharge for a special instruction that is not listed on the menu. We have reviewed your order to confirm the special instructions listed was included in the items requested and processed a refund for the amount upcharged on 3/21/2025.

  Reference: 293021585.

  We sincerely apologize for the inconvenience!
  

  If you have any questions or concerns, please contact us at *****************************************************
  
  Best,
  Grubhub
  
  

   

• Initial Complaint

  Date:03/21/2025

  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 Wendys from journal square in ** and the guy smelled like weed and so did the order

  Business Response

  Date: 03/22/2025

  Hello,

  Thank you for reaching out to us, we have received your request.

  We appreciate you reaching out to share your experience with us. We have escalated your feedback to the right team at Grubhub so that the appropriate steps can be taken to remedy this issue moving forward. We have also processed a refund of $12.99 for this order on 3/21/2025, and sent a confirmation email to you.

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

  We sincerely apologize for the inconvenience!
  
  If you have any questions or concerns, please contact us at *****************************************************
  
  Best,
  Grubhub
  
  
  
  

   

   

• Initial Complaint

  Date:03/20/2025

  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.

  I placed an order on 3/6/25 with GrubHub. It was delivered missing an item using no contact delivery. When the item was handed to me by a coworker, I noticed the missing item and immediately contacted GrubHub to refund me the missing item of $4.20 (which also included tip, but we will forget that part). This was within an hour of delivery.I notified GrubHub by IM on 3/6 1:56pm. I followed up on 3/15/25 (no response) and then again by phone on 3/20/25 where I was told that since I supposedly did not notify them within 48 hours I have to submit proof I notified them within that time frame via email and then maybe they'll help me. I have the proof, but this is pitiful. I have no faith they will make good on the credit I should be paid.

  Business Response

  Date: 03/21/2025

  Hello,
  
  We apologize for the inconvenience caused by refund not received. 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: 03/24/2025

   
  Complaint: 23093109
  
  I am rejecting this response because:

  I did not see a way to respond to the business with the information they requested, which is below, and also, my issue is not just the refund, it is all the hoops I have to jump through to get it. I think the customer service is appalling.

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

  Date of order: 3/6/25, delivered at 1:06 pm

  Grubhub notified of incorrect order: 3/6/25 at 1:56 pm

  Grubhub app does not provide an order number, nor does the receipt on the app
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/25/2025

  Hello,
  

  Thank you for reaching back out to us.

  We apologize for the inconvenience caused by a missing item reported.

  We have made multiple efforts to investigate this matter, but we were still unable to locate any relevant contact information based on the details provided as there are no orders placed under the account information you have provided.

  All Grubhub order placed on our site is assigned an order number, which can be viewed under the past orders history tab located in the customer's account.

  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: 23093109
  
  I am rejecting this response because:

  It took me 10 minutes on the app trying, again, to find the order number, which was not on the receipt where your Chat people said it should be, but they found it somewhere for me, so here it is: 76382913-2788218

  Contact information has been previously provided and is in the app as well, which you have access to: ******************** ************
  
  Sincerely,
  
  ******* *****

  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 for the item you reported as affected. The adjustment was processed on March 27, 2025 in the amount of $19.38.
  
  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: 293499829
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:03/20/2025

  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.

  On March 11th, I noticed 2 charges on my ****** account for orders I did not make. I contacted Grubhub and explained I did not make these 2 orders to which the representative told me that the orders were placed to 2 separate restaurants located in **********. I live in ********, *** and I know no one in the state of **********. She told me that the order was placed through my yelp account which was powered by Grubhub. When I explained that it is obvious that my account has been hacked she responded that there is nothing she can do about it, and that she would open an investigation. To show proof that my account was compromised I found an email from Yelp themselves, indicating that suspicious activity was detected on my account the exact time of both purchases. I am out close to $80 and no resolution in this matter.

  Business Response

  Date: 03/21/2025

  Hello,
  
  We are sorry to hear about the unauthorized charges made to your payment method on our platform.
  Please note that this is a serious issue and cannot be resolved directly through Grubhub. To address the matter, we strongly recommend that you report the unauthorized charges to your financial institution as soon as possible. They will assist you in taking the necessary steps to protect your account and secure your financial information going forward.
  Reference:292970436
  Please let us know if you have any other questions at ***********************************************************;

• Initial Complaint

  Date:03/20/2025

  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 tried to make an order on my account under the e-mail address: ***************** I thought my membership expired for GrubHub+ so I accepted it. I ended up logging in on another device that went to my real account so I didn't place the order in February on this account. I logged into my real account: ******************** which is linked to my Prime Account. I notice I was charged twice and looking online to see how to handle & this is what I found: "If you already have a Grubhub+ membership and accidentally signed up for another, you can cancel the unwanted membership and request a refund". So this is what I did. I went to the account I picked in error and I cancelled the membership. First I opened a case about this on the **************** account and received no response so I attempted contact through the chat conversation and the March charge was removed, but the chat *** said she could not remove the February Charge and there was nothing she could do. I asked them to escalate and they would not, they kept telling me there was nothing they could do & asking me if there was anything else they could help me with. My company will not allow me to pay this on my corporate card because I already have a membership and I made no order this year on this account. I just want February 2 removed from my corporate card.

  Business Response

  Date: 03/21/2025

  Hello,

  Thank you for reaching out to us. We are sorry to hear that your Grubhub Plus membership has ended.
   
  We have processed a courtesy refund for February charges on 3/21/2025 for $10.98. We release the funds immediately, however depending on your bank or financial institution, the refund can take up to 5 business days, but usually, it's going to show on your account much sooner.  

  Reference: 293056376
  
  If you have any further questions, please reach out to us at ******************************************************
  
  Best,
  Grubhub
  
  

  Customer Answer

  Date: 03/24/2025

   
  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,
  
  Velvet Green