Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/09/2025

  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.

  Made an order for delivery, the Restaurant called to advise they were out of what was ordered and they would cancel the order. I reached out to grubhub so I could order again. They told me the order was not cancelled and they were unwilling to assist. I confirmed the information so that I could report it and they confirmed that we're not doing anything to make it right. Shortly after I received notification that my order had been delivered. There was no order and again the restaurant canceled. The photos that came with the order was black and nothing was detected with either camera

  Business Response

  Date: 03/10/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 292140146.

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

  Best,
  Grubhub

• Initial Complaint

  Date:03/08/2025

  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 received an incorrect order, they refuse to make it right. I want a refund please.

  Business Response

  Date: 03/10/2025

  Hello,
  
  Thank you for reaching out to us regarding this issue. 
  
  Unfortunately we are not locating any contacts or information as to the issue with your order on March 8, 2025.
  
  We would like to assist you in this matter.  Please reach out to ******************************************************  with details as to the issue with your order.
  
  Best,
  
  Grubhub

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  

  I contacted them via chat and they were able to make it right. I would like to close this complaint at this time, thank you for assisting me.

• Initial Complaint

  Date:03/08/2025

  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 have on GrubHub through their website. After I have placed my order, I clicked "Update your order" button and added a burrito the order. What happened was the the store received two duplicate orders, one with burrito, one without. When the orders were delivered, I have contacted GrubHub about this mistake. They said no refund since the order were already delivered.

  Business Response

  Date: 03/09/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 292197175.

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

  Best,
  Grubhub

  Customer Answer

  Date: 03/10/2025

   
  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:03/08/2025

  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 60.15$ for this order and didnt receive When I contacted customer service the agent didnt speak proper English and kept telling me shell transfer me to someone else and didnt transfer Id like refund issued for this *****

  Business Response

  Date: 03/09/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 292179785.

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

  Best,
  Grubhub

• Initial Complaint

  Date:03/08/2025

  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.

  They just decided to steal my money. The website said the order was delivered. There was nothing at my door. I left my apartment to search the building and found nothing. I reached out to customer service and the lady told me it was on the way end not delivered (although I have a screenshot that says otherwise). She said she would call and check with go puff, but immediately ended the chat. I reached back out and was connected to a guy who literally asked me if I went outside my building at 12:30am at night in ********* to look for food. No I didn't go outside into that unsafe environment. I don't live outside. I live in a building. Checking the inside of the building was all that is required. And the driver delivered nothing and can furnish no pics showing that they did. This agent also actively canceled an order that said delivered to me. I will be attaching screenshots over everything. Grubhub is refusing to refund my original form of pay, despite me not receiving Anything. They're trying to force a store credit on me which forces me to shop more, although they couldn't deliver this order. I'm essentially being punished because they didn't deliver on their promise. This is beyond absurd.

  Business Response

  Date: 03/10/2025

  Hello,
  
  We have looked into this issue regarding your refund.  We have issued a refund for the Grubhub Credit.
  
  Reference: 292262269
  
  Let us know if theres anything else we can help with at.etc ******************************************************
  
  Best,
  
  Grubhub

• Initial Complaint

  Date:03/07/2025

  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 placed and order on grubhub and was given the option to add items to my order after submitting it, which I did because I forgot 1 roll of spicy tuna. Grub Hub decided to instead of only adding 1 extra roll to duplicate my entire order and charge me twice. I called the restaurant immediately upon arrival of the delivery and they advised to call grub hub. When I called Grub Hub they gave me the run around and told me it was my fault and would get no refund because I received the order already. How was I supposed to know the system was faulty and would duplicate my order.

  Business Response

  Date: 03/09/2025

  Hello,
  
  Thank you for providing information on your recent experience with Grubhub.
  
  We have issued a refund for your order from March 7, 2025.
  
  Reference: 292160251
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub

• Initial Complaint

  Date:03/07/2025

  Type:Delivery 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 ordered from grubhub at 5:15am I was told my order would arrive at 5:55-6:10 I leave for work at 6:30am. I even gave a larger tip because it was early. Then after 15 minutes the order said delayed until 6:40. I called to get my $20 back because I wouldn't be there to retrieve my food and they refused. I want my money back!

  Business Response

  Date: 03/08/2025

  Hello, Thank you for reaching out. We are sorry to hear that there was an issue with your recent Grubhub order. According to our records, we sent a follow up email explaining why we can only offer a Grubhub credit as compensation for your order at this time,  Ref *********. We apologize for any inconvenience that this has caused. If you have any further questions, please reach out via *************************************************************** Grubhub

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23032921
  
  I am rejecting this response because: I was refused a full refund to my bank account. I called customer service and told them I would not be home when my order came because it was delayed 40 minutes and they said there wasnt anything they could do for me.  I went online to the chat customer service and was told I could only get a credit.  I feel this is unacceptable.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/11/2025

  Hello,

  Thank you for reaching back out to us, we have received your updated request for a refund. 

  While we understand that you decided after the fact to have a refund instead of a Credit to your customer account, we see that the credit has been used on a recent order placed 3/7/2025.

  Due to the credit being used, we are not able to refund the credit amount and provide a refund to the original payment method.

  Reference: 292311912.

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

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23032921
  
  I am rejecting this response because:
  I first called customer care and demanded a bank refund after being on the phone arguing with her for 10 minutes, because she refused a refund and offered me a $10 credit I hung up with no resolve. After a while when I received my food 45 minutes late and ice cold I contacted the online customer service and was told I could not get a bank refund only a grubhub credit,  so I reached out to BBB to let you know how unprofessional and what crooks they were. Of course I used the credit to reorder my meal. I was given no other choice or satisfaction. 
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/07/2025

  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.

  Multiple cancelled orders, both of which were after the expected delivery time. After looking at the second place I ordered from, it was apparent that the restaurant is a scam and Grubhub still supported it. Because my family was expecting this meal, they did not get an opportunity to eat dinner due to travel delays. **************** offered me $7, which was less than half the cost of the meal my family didnt get to eat. Due to the anguish and apparent failure of the company to distinguish and deliver upon promises, I am seeking $1000 in refund, payment, or credit to my account.

  Business Response

  Date: 03/08/2025

  Hello, We're sorry to hear about the issue with the order that was not delivered on March 6th, 2025.
  We have processed a full refund, and a confirmation email has been sent to you. We have also added $20 in Grubhub Credit to your account to be used on your next order by April 6, 2025. We appreciate your patience and apologize for any inconvenience.
  Ref: 291978670
  If you have further questions, please reach out via ******************************************************
  Best,
  Grubhub

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23032538
  
  I am rejecting this response because:

  I do not feel that it satisfactorily addresses the dissatisfaction with the issue or provides appropriate resolution. The amount I was verbally offered by customer service was $25. I was repeated told after this fact that the maximum they could was $20, which indicates the fact that I was lied to by the customer service representatives. I have also noted that this amount did not cover a single order, especially frustrating since I had two orders cancelled. This also does not address the inconvenience and suffering caused by denying my family, including 2 children under 5 years old, the opportunity to eat a reasonable dinner that night. I also feel that this absolves GrubHub the responsibility of properly vetting and removing fraudulent or closed businesses.

  Between the lack of concern on their part, the lying by their customers service representatives, and the insult of even lower offers to start ($7!!), I cannot accept this resolution.

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

• Initial Complaint

  Date:03/07/2025

  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 placed an order with Grubhub(driver Keyvon). I order from County Line ************** in ******* Tn. My order was delivered at 9:26pm to the wrong address. I constantly reached out to the driver and received no response. I contacted customer service. I requested money be returned to my card. She offered $15 in food credit as well. I told her fine. She gave it all in food credit which is not what I asked for. She processed it as food credit when I told her I wanted my money back on my card. I chatted with her supervisor as well. Instead of him righting her wrong, he co signed with her and didnt return my money. I expressed that O didnt want to do business with them in any form and I wanted my money returned. The refused. I want my money back on my debit card. They are trying to rip people off. I waited 1 1/2 hours for the food I didnt receive. They offered to deliver again in an hour. Poor service all around!!!

  Business Response

  Date: 03/08/2025

  Hello,
  
  We are sorry to hear your order did not go as planned and was refunded as a credit.

  We have previously escalated your request to refund the credit back to your original form of payment via our Advanced team for completion, and will reach out once completed.

  We apologize for any inconvenience this may have caused.
  
  Reference: 291972944.
  
  If you have any further questions, please reach out to us at ******************************************************
  
  Best,
  Grubhub
  

  
  

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 have a valid gift card balance of approx. ~$60 left in a grubhub account under an email address from a former employer that I no longer have access to. I have the correct email address ************************ and password for the account, but because I cannot verify it by a code sent to that email, grubhub is saying I cannot use my gift card balance (via chat w/ supervisor 3/6/25). They have not offered me any other way to verify my account or access my gift card balance. Gift cards do not expire and i should be able to claim my gift card balance. I would like that balance transferred to my personal email account **************************** or update my email address on my previous ******* account so that I can login and use the balance.

  Business Response

  Date: 03/07/2025

  Hello,
  We have received your request to unlink gift cards from an account on ********************** that you do not have access to.
  An email was sent to provide Grubhub further information in order to process the request.
  Reference:291941091
  Let us know if theres anything else we can help with by visiting ******************************************************
  Best,
  
  Grubhub

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23031342
  
  I am rejecting this response because: No email was received from grub hub. And reaching out again to their customer support did not help with this reference number. 
  
  This is still an open issue.
  
  ******** *****
  
  

  Business Response

  Date: 03/20/2025

  Hello,

  We have received your request to unlink gift cards from a Grubhub account you no longer have access to. 
  
  We previously sent an email with further information to process the request. We have made another attempt to send the email due to a server issue. 
  
  Ref: 292979901
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  
  Grubhub

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23031342
  
  I am rejecting this response because:

  I have not received an email at (******************************************)

  Unlinking doesn't help because I don't have the information they are requesting.

  I no longer have email access to ********************** as it is my previous employer email. And contacting the service provider is not an option.

  I think the easiest thing would be for them to just update my email address on the account and that solves all the issues.

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

  Business Response

  Date: 03/24/2025

  Hello,
  
  We have looked into this issue with your gift card. We have sent you an email requesting more information.
  
  Reference: #*********
  
  Let us know if theres anything else we can help with at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23031342
  
  I am rejecting this response because:

  I have not received any email communication from GrubHub. I don't know where they are sending the, but I am not receiving them.
  
  Sincerely,
  
  ******** *****