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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.

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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

    Customer Complaints Summary

    • 2,503 total complaints in the last 3 years.
    • 967 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:03/06/2025

      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.
      grubhub order ID *************** needs refunded I contacted grubhub same day due to restaurant not having the order they agreed to refund, this was never done. I called again and was told they have no record of the call even though I have my phone bill as proof, then denied refund, this needs resolved and refunded immediately

      Business Response

      Date: 03/07/2025

      Hello,

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

      Upon review, our records do not show you contacted us to report the issue with this order placed on January 12, 2025 until February 21, 2025.

      We ask that you please contact us within 48 hours with any order issues you have to ensure you receive the best assistance possible. We are still unable to process any adjustments for this order.

      Reference: 292023462.

      If you have any further questions, please reach out to us at ******************************************************

      Best,
      Grubhub


      Customer Answer

      Date: 03/10/2025

       
      Complaint: 23030158

      I am rejecting this response because: I contacted the same day but I do have my phone call log as proof please address or this is fraud. 

      Sincerely,

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

      Business Response

      Date: 03/10/2025

      Hello,

      We have looked into the history of the account and we are not locating any contacts from you until February 2, 2025.

      Unfortunately we are still unable to process any adjustments for this order.  We ask that you please contact us within 48 hours with any order issues you have to ensure you receive the best assistance possible.

      Reference: 292023462

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

      Best,

      Grubhub

      Customer Answer

      Date: 03/12/2025

       
      Complaint: 23030158

      I am rejecting this response because: You're not listening I did contact you and can provide my phone bill as proof. I will also be letting yelp know how you are treating their customers. 

      Sincerely,

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

    • Initial Complaint

      Date:03/06/2025

      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.
      Complete GrubHub **************** Failure Today on 3/6/25 I placed an order to get lunch at my work from GrubHub, little did I know I was in for a treat. After 20 minutes, for reasons unknown my order was cancelled and I was notified by phone call from GrubHub employee that it was cancelled. I followed this up with placing another order for another fast food place up the street a few blocks from my work, ****** Little did I know until placing the order and getting the tracking, the app decided that a location 2 cities and near 20 miles from me was the logical choice. I immediattly called grubhub support to cancel this order and get the location updated and was told right away that they unfortunately are unable to cancel the order and that I'd have to call the restaurant to do so. Confused by this as the driver had not even registered or arrived to the location yet, I called them only to find a confused employee on the other end. I then chatted back in to grubhub support and was met with the same answer. To end the story, I'm met with no refund for this ridiculous situation, and likely will get a cold food order sometime in the next hour and a half due to this mess and it will be thrown out. This is not the first time I've had issues like this where employees entirely lack any ability to take accountability for a system error etc and assist in refunding so a proper order can be placed. Safe to say myself and my family will no longer be using the service simply due to the way you guys responded to this instance instead of helping me, just wasting my time making me run around in circles... Thanks for nothing

      Business Response

      Date: 03/07/2025

      Hello,
      Thank you for reaching out, we are sorry to hear that we have not met your expectations with your recent order.
      We have processed refund adjustment to the recent order mentioned as of March 7, 2025.
      Ref: (291929857).
      If you have further questions, please reach out via ******************************************************
      Best,
      Grubhub

    • Initial Complaint

      Date:03/05/2025

      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 ordered food from GrubHub. The driver delivered it to the wrong house. I tried contacting him several times and no answer. I contacted customer support and they are refusing a refund even though I never received my order. I want a full refund.

      Business Response

      Date: 03/07/2025

      Hello,

      We have received your request. 

      Although the ************* 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. 

      We have since processed a one time courtesy refund for this order and sent a confirmation email but will continue to review each request received independently.

      Reference: 291999857

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

      Best,
      Grubhub

    • Initial Complaint

      Date:03/04/2025

      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 Grub Hub order never arrived, the amount was for $53.78 and the driver said it was delivered but I was standing at the door waiting for it. He did not prove to me he delivered it but GrubHub is saying they did, but no picture was taken and no proof was provided from the driver. My husband and I looked everywhere. We have a one family home

      Business Response

      Date: 03/06/2025

      Hello,

      We have looked into the issue regarding your refund for your order on March 4, 2025.

      We have issued a refund for your order.

      Reference:  291917680

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

      Best,

      Grubhub

    • Initial Complaint

      Date:03/03/2025

      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 ordered garlic Parmesan wings from Taco Mac through the Grubhub app. Not only was the food late but it was extremely cold plus my drink was incorrect. When I contacted Grub hub the lady said there was nothing she could do and to have a nice night. Cold food is very unprofessional and disgusting and their lack of compassion was even worse!

      Business Response

      Date: 03/05/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 291840724.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:03/03/2025

      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 03/03/2025 I placed an order through Grubhub. I was not assigned a driver and then the restaurant closed. Grubhub refused to cancel the order and give me a refund.

      Business Response

      Date: 03/05/2025

      Hello,

      Thanks for reaching out to us regarding your recent experience. We take this very seriously and know how concerning this is.

      We have previously processed a cancellation for this order on 3/3/2025. Please check your email that was sent to you.

      Ref: 291839645 

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

      Best,
      Grubhub


    • Initial Complaint

      Date:03/02/2025

      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.
      My Grubhub account was hacked and 5 order were placed to a resident in ********, I live in ********** and was in ********** at the time this occurred. I immediately contacted Grubhub to inform them of the fraudulent activity and they said they would cancel the orders and to check back in a couple days. After a couple days, I contacted them again as the changes went through and were deducted from my bank account. The customer *** wasn't understanding when I retold them of the situation questioning that only one order was fraud related. I then spoke to a manager who said he escalated the issue and that I would receive a call. No call back was received so I call again after a couple more days and this *** said there was no fraudulent activity even though I ***orted it at the time it happened.

      Business Response

      Date: 03/04/2025

      Hello,

      Thank you for contacting us about unknown orders on your Grubhub account, we have received your request.
       
      We reviewed the orders and found they were placed using unique information consistent with previous orders on your account.

      If you have not authorized the use of your account, we suggest reaching out to your credit card company to dispute the charges.

      Reference: 290829564.

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

      Best,
      Grubhub

      Customer Answer

      Date: 03/07/2025

       
      Complaint: 23010295

      I am rejecting this response because: 5 order were placed within minutes of each other, is that normal activity? Especially with one being in ********** and then the next 4 in ********. Someone has hacked GrubHub and they are not being responsible for their lack of security. I had immediately notified GrubHub when I was alerted of these transactions and they allowed them to go through. They could have easily stoped all orders before they got to the businesses but chose not to. 

      Sincerely,

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

    • Initial Complaint

      Date:03/02/2025

      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.
      There are no dates in GrubHub invoices.Order #********-8131170 Delivered to the wrong address, I asked to driver to text me when they arrived, they did not. Sent a photo of a random building. Received a refund.Order #********-3621726 Received a message the order was delivered, with a blank/black photo. The order was not at my door. I walked the neighborhood and didn't see it. I texted the driver and didn't get a response.Order #********-5506565 Saw in the app that the order was not going to my correct address, tried to change the address before the driver headed to the store, got a message saying my correct address was too far out. Didn't get the order and was told I wouldn't get a refund due to excessive refunds on my account. The two previous orders were errors by their drivers. I want a refund for the last order I didn't receive.

      Business Response

      Date: 03/04/2025

      Hello,


      We have looked into this issue regarding your refund.  We have provided a refund for your order #********-5506565

      Reference: 291781641

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

      Best,

      Grubhub

    • Initial Complaint

      Date:03/02/2025

      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 at 1AM, food was not delivered till 3AM, contacted support and was told I could not receive a refund due to having refunds in the past, to which I called them out about it. I am filing this complaint to get my money back and never use this company again, they have gone completely downhill. This is an actual joke, every other app I have used has gotten my order delivered in around 20 minutes or less, yet I ordered here and my food sat for over an hour?? Almost two hours??? My food was completely cold and had to be thrown away, this app is a joke.

      Business Response

      Date: 03/04/2025

      Hello,

      We have received your updated request. 

      Although the ************* 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. 

      We have since processed a one time courtesy refund for this order and sent a confirmation email on 3/4/2025, but will continue to review each request received independently.

      Reference: 291752473.

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

      Best,
      Grubhub

      Customer Answer

      Date: 03/04/2025

       
      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. Although I am no longer using the app, permanently 

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2025

      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 ordered from Grubhub, the driver dropped to food off at the wrong address and I dont know what apt building she did. You can look at the photo she took and not see my address. Also her car never came to my building if you look at the map. I also have ring camera footage that shows no delivery. She never answered the phone or text. Grubhub wont issue me a refund. I called and chatted. Review the text thread of the driver not knowing where to go even though the address takes you to my building. This is illegal, pls refund asap.

      Business Response

      Date: 03/04/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 291773188.

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

      Best,
      Grubhub

      Customer Answer

      Date: 03/06/2025

       
      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. Thanks.

      I ask that GrubHub fix my account once and for all. I use them often and for the most part the drivers are good but when its not the customer service chat and phone are the worst Ive ever experienced. Id rather not have to do this when a mistake is made, its a waste of everyones time.


      Sincerely,

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

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