Business Profile

Food Delivery

GrubHub

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Complaints

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

Customer Complaints Summary

2,503 total complaints in the last 3 years.
968 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:03/20/2025
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.
Date of transaction February 20, 2025, 12:43pm requested GRUBHUB application food delivery service for food. However, family left location, within 5 minutes I informed them to CANCEL order by chatting with them on the App. and the person ***** who responded on the chat simply said he could not refund my credit card ONLY give me a company credit and it expires with couple of months so if I do not use it I do not get my $106.45 back. My name ******* ******* My Phone ************ food delivery is supposed to come from Chic-Fil-A. Website states: Safe and responsible ordering refunds are also stated as available, and they refused to refund my credit card.
Business Response
Date: 03/20/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on Feb 21, 2025 in the amount of $106.45.
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: 290795073
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 03/24/2025
Complaint: 22967801

I am rejecting this response because: I am not clear on the word used "adjustment." It does not refund my money and they do not inform you of the "NO REFUND" policy when you go online. I am not pleased because one, I did not receive the services requested, two I actually cancelled within 5 minute time frame, three they get to keep my money at my expense, four they require and force me to use them again only because they are that desperate for funding while any other reliable and good business practice do allow you some time to decide to use the products with a full refund if product is not satisfactory. Grubhub claims an "adjustment"? I want a refund, not to be forced to comply with what they want but use the customer's consideration instead of greed on their behalf to keep money at all costs. I will not ever recommend them nor use the online GRUBHUB poor online services again. I do have choices however, this one mistake cost me an expensive ****** because no one can afford to lose $106.45. Have a great day!

Sincerely,

******* *******
Business Response
Date: 03/24/2025
Hello,

We have looked into the refund for your order from February 20, 2025 and see that it was refunded/voided on February 21, 2025.

Reference: 290795073

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

Best,
Grubhub
Initial Complaint
Date:03/19/2025
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.
It is March 19th and I put in an order for delivery from ******* Ds that was $20 and change and I contacted customer service to explain to them that the driver did not deliver my food to me. I have no idea where it is but it wasnt delivered to my door. Theres a picture but its not my house. And Im tired of the excuse that Ive gotten an unusual amount of refunds or whatever because the service shouldnt **** so much. I should get what I paid for. Its not my fault that this company doesnt have enough requirements for their contractors to comply with that they end up making errors over and over again. They want us to pay their contractors wages with tips and they also want us to accept that we may not get what we paid for. I try to use this as a convince service and i actually stopped for a long time because Im being held accountable for their contractors making errors. The only reason i ordered lately is because Im pregnant and tired but i definitely will go back to not ordering because theres no convenience in this and you also get your money stolen technically because somehow its your fault as the customer that the contractors fail at their jobs.
Business Response
Date: 03/21/2025
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: 292938933
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:03/19/2025
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.
Placed an order that was canceled due to not being delivered. Was initially told by the customer service *** that my order would be canceled and refunded, with an additional $5 coupon added to my account for the trouble. Went I received the cancelation email it shows that the order was canceled but that I was not refunded, and instead had the full amount of the order added as a credit to my account.I reached back out to customer service and a second *** along with a supervisor both told me there was nothing they could do, they couldn't reverse the actions taken by the original *** so I would not be receiving a refund. I have included screenshot of the second conversation with customer service.I am requesting a refund to my bank account not a credit for the undelivered order.
Business Response
Date: 03/21/2025
Hello,

Thank you for your inquiry regarding the Grubhub Credit applied to your account.
We understand your concerns regarding the issues with your order. The credit was applied to provide a swift resolution, allowing you to reorder immediately.
We have escalated this over the appropriate team to assist further with your request. An email confirmation will be sent to you once this request is completed.
Reference: 293034751
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:03/19/2025
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.
Im filing complaint because this order from icy melon shows as delivered but I didnt receive it *************** and customer service didnt assist me with refund
Business Response
Date: 03/20/2025
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 3/20/2025 in the amount of $41.73.
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:03/17/2025
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 an order Friday night (March 14) at 8:07 PM and the estimated time of delivery was 8:44-8:59. At 8:20 I got a text saying my order was "delayed" and would arrive between 9:08 - 9:23 PM. This was later than I wanted so I went to the app to attempt to cancel my order due to the delay - I was unable to since "the restaurant was already preparing my food". Which immediately affirmed my food would be cold since it was still an hour before the time of delivery. My food was delivered at 9:12 PM. I go out to get the order and immediately know it's not the entire order. I had ordered a box and 2 additional items - the box was not in the order which was the majority of my food that I have now waited over an hour for. And the bag that has the other two things reaks of cigarette smoke which is an immediate turn-off for me - not to mention the food in it was ice cold. So I go through the automated refund request but can't add any notes - just can select the items that weren't in the bag. I tried to chat and got a "we are experiencing a high volume" message. Today I attempted to chat again since it's the first time I have had a chance since Friday. I am immediately told they can't do anything because it's been 48 hours - the charge isn't even posted on my card yet. They send me to someone else when I push back on that who then offers me a $10 credit after we go back and forth. It's comical that they can change timelines without consequence for customers not delivering edible food and get away with it due to a limited timeframe on refunds. This happened on a business day and I reached out the next business day (Monday) that should not be an issue. And unfortunately, this isn't the first time I have had an issue - just the most egregious. So I am done with Grubhub - I didn't accept the credit because I do not want to deal with this headache again. I just want a full refund. The chat conversation is attached for reference where I tried to attempt a resolution directly.
Business Response
Date: 03/18/2025
Hello,

We apologize for the inconvenience caused by your order being late and cold. 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: 03/20/2025

Complaint: 23076864

I am rejecting this response because: You asked for more information and I already tried to go through your system and it was not fruitful so I am putting the info below:
Here is the order number: 14112922-3086992
Order Date: March 14 at 8:07 PM
Email: *************************** OR I used my apple id: *********************************************************************
Delivery Address: ***********************************
Phone: ************
Sincerely,

******* *******
Business Response
Date: 03/20/2025
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 20, 2025 in the amount of $10.67.

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: 292962246

Please let us know if you have any other questions 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,

******* *******
Initial Complaint
Date:03/17/2025
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.
Hello Im filing complaint because grubhub cs refused to assist me I didnt receive this order for 35.33$ and Id like refund to be issued to original method of payment method ***************
Business Response
Date: 03/18/2025
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.
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:03/17/2025
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 paid like 25 USD for my food order and the driver made multiple stops on the way, I know because I watched them on the map. And also the person who was supposed to be my driver showed a female named ******* but when they arrived there was no female at all only an older man and when he first dropped off my food he dropped off a drink from 1 of his other orders from a totally different restaurant and all he said was opps that never happened before he he he I want my money back for the food I paid for and all they wanted to give me was 7 dollars which was only 1/3 of what I paid which is totally ridiculous and poor business practice.See the pictures I posted...
Business Response
Date: 03/18/2025
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 3/18/2025 in the amount of $33.27.
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: 292835090.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:03/17/2025
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 breakfast that was to be delivered at the max time of 10 am. I had a very important appointment at 10:30 so that was plenty of time to make the appointment and receive my order. The delivery time randomly changed and added over 30 extra minutes. I reached out to both GrubHub Chat and phone to cancel the order and get a refund, but they refused me a refund and offered $5. Thats unacceptable for something that wasnt my fault. I requested a supervisor using both contact methods and I was advised that there was no higher department. I find that hard to believe. I dont believe I should have to file a written refund appeal either because this isnt my fault. I want my refund now!
Business Response
Date: 03/18/2025
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 17, 2025 in the amount of $14.55.

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: 292743028

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

Best,
Grubhub
Customer Answer
Date: 03/19/2025

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,

Micah ***
Initial Complaint
Date:03/17/2025
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.
March, 2025. I had a GrubHub+ membership. I realized that for several months, GrubHub+ was charging me both a monthly fee and delivery fees. When I notified their help chat, they admitted that this was a legitimate complaint. However, I was informed that they while they would cancel my membership, they would not refund the membership fee, nor would they remove the delivery charges. This infuriated me and I have reported the charges to my bank as fraud. This GrubHub practice of charging and hoping we customers don't notice is disgraceful and dishonest.
Business Response
Date: 03/18/2025
Hello,

We have looked into your issue regarding the Grubhub+ charges and delivery fees.

We have sent you an email with more information regarding this issue.

Reference: 292824969

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

Best,
Grubhub
Initial Complaint
Date:03/16/2025
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.
a reference number for this credit. They do not respond to that request. Other consumers need to know that GrubHub is fraudulent. Additionally, they need to return my $38.10.
Business Response
Date: 03/18/2025
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 6, 2025 in the amount of $37.61.

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: 292730725

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

Best,
Grubhub

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