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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

Find a Location

GrubHub has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • GrubHub

      111 W Washington St Ste 2100 Chicago, IL 60602-2783

    • GrubHub

      1026 Commonwealth Ave Boston, MA 02215

    • GrubHub

      280 Summer St # 1 Boston, MA 02210

    Customer Complaints Summary

    • 2,481 total complaints in the last 3 years.
    • 983 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/05/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an allergic reaction after finding a foreign item in my platter.Due to the situation I discarded the food.I tried to submit a report but the support said i cant recieve compensstion so i went to cashapp ans there saying some ******** also

      Business Response

      Date: 06/06/2025

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

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from ******************* using GH app. I paid over $20 for it and the store was closed. Driver sent me photo proof of the store being closed but marked it as delivered. ** refused to pay out a refund even if they proved the store was out of power because and I quote Ive gotten too many refunds. Outrageous

      Business Response

      Date: 06/05/2025

      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 6/5/2025.

      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: 298506184

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Grubhub has a HUGE PROBLEM with giving out refunds after a certain amount of times when their drivers make A LOT of mistakes! It mostly takes them 2hrs to deliver my food and its mostly cold or wrong or Ive gotten food poisoning

      Business Response

      Date: 06/05/2025

      Hello,

      We apologize for the inconvenience caused by your refund request made.

      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:06/03/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I just ordered from grub hub. My order was missing 2 cookies and I was given the wrong sandwich. when I reached out to them, they claimed that I've received "too many refunds on my account" and they cant help me, and then refused to do anything about it. So if the restaurant doesn't complete my order correctly and I ask for it to be corrected, you get to keep my money? No. I spent 126 dollars on 4 sandwiches and 2 cookies. The funny part is that I just asked them to deliver it, and she refused to help me. I wasn't asking for a refund. This is fraud. I want a full refund at this point.

      Business Response

      Date: 06/05/2025

      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 6/5/2025 in the amount of $36.44.

      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:06/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from Taco *********** sent the wrong order to me n the chat people I talked to said they can't refund me I want a refund please or I will contact my card ************* will go after grubhub

      Business Response

      Date: 06/05/2025

      Hello,

      We apologize for the inconvenience caused by your refund request made.

      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:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      06/03/2025 the driver literally did not delivered my order and grubhub knows that i sent them proof because i have camera footage and they denied me and still refuses to provide a refund. theres need to be a petition to get grubhub s*** down immediately. they are thieves and the driver had a nerve to not respond to my text. this is horrible! i hate grubhub! i want my full ENTIRE REFUND WHICH IS $11.63 AND THE REFUND OF MY CREDITS AND AN ADDITIONAL $25 THIS IS RIDICULOUS

      Business Response

      Date: 06/05/2025

      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: 298397758

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


      Best,
      Grubhub

    • Initial Complaint

      Date:06/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a delivery order and did not receive it. Grubhub customer service agent called and asked me if I received it when I replied no I was abruptly disconnected by his doing without any explanation or solution. I called the restaurant and they said they leave the to go orders out for anyone to grab and thats exactly what happened somebody stole my food. They refused to offer a refund or have the order reprocessed. I want a full refund on my order. When I click track order it is still asking me to give the code because I was never able to give it to the driver because I never got my food.

      Business Response

      Date: 06/04/2025

      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 6/3/2025 in the amount of $20.86.

      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: 298383843

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally report an issue with my recent Grubhub order (#********-2824235). Despite receiving confirmation that the order was out for delivery, it was never delivered to me. I contacted Grubhub support immediately to report the missing order, and a supervisor confirmed that the driver was supposedly en route. However, the food never arrived.I then requested a refund or redelivery, but was informed that my account had an unusual number of concessions or refunds and that no further compensation could be offered. This policy is being unfairly applied in this case this specific order was never received, and I should not be penalized for any prior unrelated issues. I paid for a service that I did not receive.This is not only unacceptable, but it also feels like a breach of consumer protection standards. I have attached screenshots of my interaction with support, where I was repeatedly told that no help could be given despite clearly never receiving my food.I respectfully request a full refund for this undelivered order or a redelivery. If the matter cannot be resolved, I will proceed with filing a chargeback with my payment provider and escalate the issue with consumer protection agencies.Thank you for your attention to this matter.

      Business Response

      Date: 06/04/2025

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

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

      Best,
      Grubhub

      Customer Answer

      Date: 06/06/2025

       
      Dear Grubhub Customer Care,


      I am following up on Complaint #********.


      I am rejecting your previous response because I never received my order. When I spoke to the delivery driver (an Asian man), he told me to contact customer service directly. I did so, but I was still denied a refund.


      I paid for food that was never delivered, and it is extremely frustrating to be refused a refund under these circumstances. I am requesting a full refund immediately.


      Please escalate this issue if needed and resolve it fairly.



      Sincerely,

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

      Business Response

      Date: 06/10/2025

      Hello,

      Thank you for reaching out to ***

      Although the Care team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved. You may have received an unusual number of refunds or promo codes on this or previous accounts which is why you were previously denied of the refund requested. At this time, there has been no change to this status.

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

      If you have further questions, please reach out via ******************************************************

      Best,
      Grubhub


      Customer Answer

      Date: 06/11/2025

       
      Complaint: 23409876

      I am rejecting this response because:Dear Grubhub Care Team,


      Im following up once again regarding refund request #*********.


      This order was never delivered, and Ive provided clear, honest communication about the issue. I was even advised by the driver to contact customer service directly, which I did in good faith.


      Your denial, citing previous refunds or promo use, does not change the fact that this specific order was not fulfilled. That alone should qualify me for a refund under your policy.



      Sincerely,

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

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order today through Grubhub at ********. I ordered a pasta dish that was supposed to come with breadsticks. I never received them. I asked the driver where they were, he said ********* didnt pack them. I called ********* they said it was on Grubhub. I complained to gh, they said because I placed to many issues with orders there was nothing they could do. I didnt ask for a refund I wanted the missing items delivered. They said there was nothing they could do til I said I was filing a complaint with you guys. This isnt the first time, this has happened numerous times.

      Business Response

      Date: 06/03/2025

      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 6/3/2025.

      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: 298401411

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

      Best,
      Grubhub

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      6/1/25 I placed an order to have food delivered from Duncans fish market restaurant. But Duncans first said they did not receive the order from grub hub. Then they said another excuse for not having the food prepared. So I called grub hub to request the order be cancelled and my money be credited into the app so I can quickly use the payment that was already taken out of my account for Duncans to be used immefiately to order from a different restaurant. I also explained that previously when they mixed up my order I was promised a refund to my bank account that I NEVER received. The Grubhub staff member I spoken with recklessly ignored my request and choise to put the refund into my credit card instead stating that I will get the refund into 30 days. This is unfair and unacceptable because I did have the option to receive the credit on the Grubhub app to use immefiately. So as of now I am owed a refund from grub hub for 2 meals. This is my complaint. Whenever gtub hun says they are issuing a refund the consumer may not actually ever received it! I feel like its a scam. I think grub hub is hoping that the consumer will forget about the refund in 30 days. The money never comes. Also I think its a scam with Duncans or it needs to learn to be more professional because they should update the app to inform people when they ran out of food or have no food to offer instead of allowing innocent unsuspecting people order food then wait a long time for their food to be delivered and the food never actually arrived then wait 30 days to get their money backif at all. I am furious with the poor unprofessional treatment both Duncans and grub hub presented. Its unecessairy and unprofessional. And insensitive to those who has disabilities or mobility issues and depending on them to provide a service that they paid for.

      Business Response

      Date: 06/03/2025

      Hello,

      Thank you for providing feedback regarding your recent experience.  Unfortunately we are unable to change the form of payment for your refund.   Refunds can process one of two ways.  They can either void/drop from the account like it never existed or should credit back in 3 to 5 business days depending upon your banking institution.

      Reference: 298312504

      Let us know if theres anything else we can help with at ******************************************************

      Best,

      Grubhub

    GrubHub is NOT a BBB Accredited Business.

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