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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

    • 2,503 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 for pickup on Gruhub, went to the restaurant to pick it up, and was told by the person there, that my order is unavailable due to supply issues. I then contacted Grubhub support about the issue that there is nothing to pick up because the restaurant cannot fulfill my order. Grubhub customer support was basically a robot saying I cannot get a refund and here is $5 for the trouble. I am not sure why they are saying the same thing over and over when there is nothing to pick up in the first place? I paid for food, and got nothing. The store did not fulfill the order? The order should of been canceled since they could not fulfill the order?

      Business Response

      Date: 03/14/2025

      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:292531023

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

      Best,
      Grubhub


    • Initial Complaint

      Date:03/12/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 delivery driver took my order, but was supposed to hand it to me rather than having contactless delivery. I contacted the company, but they are saying they cant compensate me. I ran into the issue with them a couple years ago so I stopped buying from them, but theyre doing the same thing and Ive alreadylost so much money because of their delivery drivers.

      Business Response

      Date: 03/14/2025

      Hello,

      We apologize for the inconvenience caused by your order not being 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


    • Initial Complaint

      Date:03/12/2025

      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 dispute unauthorized charges that have been accruing on my account for the past year. I recently noticed that I have been billed for services that I did not sign up for, and I am requesting a full refund for these charges.After reviewing my financial statements, I discovered that I have been charged $98.82 since June 13, 2024. I did not authorize these charges, nor did I knowingly enroll in any subscription or recurring service with Grubhub. If I was enrolled in a subscription, it was done without my explicit consent.I kindly request the following actions:A full refund of all unauthorized charges applied to my account.Confirmation that any recurring charges have been canceled immediately to prevent further billing.A detailed explanation of how these charges were initiated without my authorization.Please address this matter as soon as possible. If necessary, I am prepared to escalate this issue further, including filing a dispute with my bank and reporting the unauthorized transactions to the appropriate consumer protection agencies.I appreciate your prompt attention to this matter and look forward to your response. Please confirm receipt of this request and provide an update at your earliest convenience. You can reach me at ************************ Sincerely,

      Business Response

      Date: 03/13/2025

      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: 292380436

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

      Best,
      Grubhub

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 23057900

      I am rejecting this response because I because this company has a history of refusing to assist customers with payment issues. I have already contacted my bank regarding the card, but the company should take responsibility and issue a credit. I hope the *** rating continues to serve as a warning to potential customers, as there are plenty of other delivery services that offer genuine customer support and reliable service.

      Sincerely,

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

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 11, 2025 I ordered ********* from Grubhub and for one, it took forever for my food to come. My food arrived late. Whenever I received my food it was cold. The fries were cold, hard, and stale. The burger was cold and the meat was hard. My iced coffee literally had ants in it. I immediately threw it out. Very disgusting and unsanitary. I tried to report the issue to grubhub and they werent willing to refund me. I dont know why but I would like to be reimbursed. Very disgusting. I couldve literally swallowed an ant.

      Business Response

      Date: 03/13/2025

      Hello,

      Thank you for reaching out.

      Your order has been fully refunded and an email has been sent out with additional information.

      Ref: 292355117.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:03/11/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 complain about an issue with my recent order from Foo *** ****************** through Grubhub. I placed my order on March 11, 2025, at 1:05 PM, and the total amount was $58.01.Upon receiving the food, I noticed that it was undercooked and not safe for consumption. This is extremely disappointing, as I expected a properly prepared meal. I would appreciate it if you could look into this matter and provide an appropriate resolution, such as a refund for the inconvenience.

      Business Response

      Date: 03/12/2025

      Hello,

      Thank you for reaching out.

      Your order has been fully refunded and an email has been sent out with additional information.

      Ref: 292403562.

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

      Best,
      Grubhub

      Customer Answer

      Date: 03/13/2025

       
      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:03/11/2025

      Type:Customer Service 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 have been a GrubHub customer for 5y. In the last 6 months quality of service has tanked. I am ill and require the assistance of food delivery/convenience services. I ordered lunch on Sunday which arrived cold and was ******** with I noted this in my claim. Today I ordered lunch and the wait time doubled. When I contacted customer service to notify them and request resolution (cancellation) I was told my account had been flagged. Why am I being penalized for reporting issues with the *********** I asked to speak with account services to resolve and I was denied. ** steals hard earned money and membership without care.

      Business Response

      Date: 03/12/2025

      Hello,

      Thank you for reaching out.

      We have escalated your account to be reviewed by a Specialist. This is still pending review that may take up to the full 7 to 10 business days. You will be contacted via email only if there is a change to your status.

      If you do not receive an email communication from us, that means that there has been no change to your status, and we are still unable to process a refund or concession for you.

      Ref: 292303943 

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

      Best,
      Grubhub

      Customer Answer

      Date: 03/12/2025

       
      Complaint: 23050070

      I am rejecting this response because:

      It does not have a direct response to a clear question: why am I being penalized for their incompetence? Timeliness and quality, not to mention untampered with food, are legitimate concerns. Perhaps evaluation of the concern as opposed to counting complaints should be at the forefront of resolving customer service concerns. I will never be a GrubHub customer again. It's deeply unfortunate based on the amount of money I've spent with the company and my status as a preferred customer. Shame on you GH!

      Sincerely,

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

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 3/11 I tried to delete my account for the third time and it STILL says that this part of their site is down. There are reddit threads about this happening in 2023 and still not being fixed.

      Business Response

      Date: 03/12/2025

      Hello,

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

      We have sent an email to you on 3/12/2025, with a link to assist with your account deletion request. Please keep in mind that processing the request may take up to 45 days from the date of the request.

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

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

      Best,
      Grubhub

    • Initial Complaint

      Date:03/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered food on 3/5/2025. Was given a completely different, wrong order. I submitted that we never received our order immediately and was prompted that GrubHub would investigate this issue. I never received a response so I followed up on 3/10/2025 and they are now saying it has been too long to receive a refund. The order we received not only had less food but also cost less many.

      Business Response

      Date: 03/11/2025

      Hello,

      We are sorry that you received an incorrect order. We have attempted to look into this further, however, we were unable to locate a contact related to the information you've provided. In order for us to look into this for you, please respond with the account email address, phone number, or order number. 

      You can also reach out to us directly at: ***********************************************************;

      Best, 
      Grubhub

      Customer Answer

      Date: 03/12/2025

       
      Complaint: 23045544

      I am rejecting this response because:
      It was not resolved, the email associated with my account is: ****************************** I previously contacted GrubHubs help and it also was not resolved, prompting my complaint.

      Sincerely,

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

      Business Response

      Date: 03/13/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on March 13, 2025 in the amount of $64.30.

      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:03/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 $16-order on Grubhub on 3/10/25. First the driver placed at the wrong address at 1533 N29st but my address is 1530. I reported that error last month. If they check my history they would known that. 2nd my order had coffee all over my bags and may my food soggy. They are trying to deny my refund because I filed for credits in the past. Its not my fault if store or delivery person s**** up is what I told them. I want my 16 refund. They are trying to steal my money

      Business Response

      Date: 03/11/2025

      Hello,

      Thank you for reaching out to ** regarding this issue.  

      We have looked into this issue and see that the refund for your order has been processed.

      Reference: 292228247

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

      Best,

      Grubhub

      Customer Answer

      Date: 03/13/2025

       
      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:03/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered food with GrubHub on Friday, February 28th. Took note of the estimated arrival time range. Order was not even picked up after an hour past its anticipated arrival time, after which I had to leave for an appointment. Grubhub app was absolutely no help with options. I called the restaurant and they said they were taking the order off the rack to put away for nonpickup. An hour and a half later, I received a notification that my order somehow still was fulfilled, picked up, and was on my way to me, long after I had left for my appointment. I instructed the driver to cancel the delivery, which he did, as I never got the delivery. Grubhub had the audacity to offer me a $5 credit on a $22 order. After several attempts to work something out with customer service, they no longer attempted to work with me because it was 48 hours past the order. It wouldn't have been past 48 hours if their customer service was adequate. I guess the company expects people to cancel their lives and appointments to be available for their business. Furthermore, the on the app, the company claims to have delivered the order and shows a time, but there was delivery nor than GrubHub prove that it was delivered. There is no picture proof on their end and my doorbell camera shows no activity during the time of this alleged delivery. The company is blatantly lying to customers.I am canceling my account with ********************** and informing everyone I know to move to a more competent business.

      Business Response

      Date: 03/11/2025

      Hello,

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

      We're sorry to hear your delivery order was delayed and you did not receive the resolution you sought when contacting our support team. This is not the experience we wanted you to have, and we sincerely apologize for any inconvenience.

      We have processed a refund of $25.26, and a confirmation email has been sent to you.

      Reference: 292301582.

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

      Best,
      Grubhub


    GrubHub is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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