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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

    • 2,502 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2025

      Type:Product 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 January 10, 2025, I placed an order through Grubhub and contacted the restaurant to cancel it so that I could reorder with additional items. The restaurant assured me that the cancellation was processed. However, upon reviewing my recent credit card statement, I noticed that I was still charged $107.91 for the canceled order.When I contacted Grubhub customer service to request a refund, I was told that they could not issue a refund because 48 hours had passed since the order was placed. However, Grubhubs own Terms of Use do not state a strict 48-hour refund policy. Instead, their refund policy states that payments are final and non-refundable unless otherwise determined by Grubhub, and that refunds or credits may be issued on a case-by-case basis (Grubhub Terms of Use, "Payment and Our Credit Policy," Effective December 17, 2024).Since the restaurant confirmed the cancellation, this should have been classified as an "error with the order" under Grubhubs own terms, making me eligible for a refund. Instead, Grubhub denied my refund and attempted to force me into accepting Grubhub credit ($5, then $7, $10, $20, and finally $40) rather than refunding my money.Additionally, one of the representatives I spoke to hung up on me when I requested to escalate the matter to a supervisor. When I finally reached a supervisor, I was told that no further escalation was possible, meaning Grubhub has no real avenue for customer dispute resolution beyond chat agents who uphold unfair policies.Grubhubs handling of this situation is unacceptable and appears to be a deceptive business practice:They arbitrarily enforce a 48-hour refund rule that does not exist in their Terms of Use.They refuse to return money for services not received, despite their discretionary refund policy.They attempt to force customers into accepting store credit instead of rightful refunds.

      Customer Answer

      Date: 03/03/2025


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

      **** *****

    • Initial Complaint

      Date:03/01/2025

      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.
      On 02/28/2025 I ordered from Aja Asian Cuisine for "No Contact" delivery, and sent the driver a photo of my building, and specific instructions "Go to the back of the complex" and to text for any questions/issues. The driver then texted me "What is this? what is the address?" to which i responded that the app sends them to the main office building, to go to the back, and this my address, and to simply pull to the back of the building. The driver the arrived, went to the wrong location, blew up my phone with 6 calls, even though this was specified as a no contact delivery and left a voicemail going "Why the f*** are people like this? You ordered food, answer the phone" This was completely unacceptable and not someone who should be on your platform. I would like an apology at this point

      Business Response

      Date: 03/03/2025

      Hello,

      Thank you for reaching out, we are sorry to hear that we have not met your expectations with your recent order. This is definitely not the experience we want you to have with Grubhub.

      We have sent you an email with more information about your order.

      Ref: 291682442

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/28/2025

      Type:Product 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 February 28th, 2025 around 9:00 I received notification that my order had been delivered. I checked my ring cam. There was no one I opened the door. There was no food. I contacted the driver he did not answer. I tried to download the picture. It would not download so I contact support. As I was waiting on support the picture downloaded and I see that it was at what looked like a business or a high-rise. I immediately told her. Hey, he stole my order .They said they couldn't give me my money back because they had already refunded me a promo code which was $10 off your first order when you spend $15. Which I told her that that was not a credit like that. I had made an order and decided that it was going to take too long and use my promo code and they just gave me a new one to reorder. She continued with I could not get my money back and she sorry that I didn't get my food and there's nothing she can do about it. I would like help getting my money back.

      Business Response

      Date: 03/03/2025

      Hello,

      Thanks for reaching out to us.

      Unfortunately we're unable to process a refund or concession. Your account has been escalated to be reviewed by a Specialist. That review may take up to 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: 291483112

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/27/2025

      Type:Order 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 received an order from *********** with an uncooked sandwich and a completely different food item. I had ordered a bacon melt and in the description, it clearly states "on toasted bread", i received the item un-toasted and stone cold. I also ordered churro sticks and received chicken fries instead.I contacted their help center asking for a refund but, they said because of an unusual amount of wrong orders, i lost the ability to receive refunds. In their terms and conditions, it states they review refunds/disputes on a case by case basis. I offered to send photo proof of my wrong order items and they refused to help me. I also asked them to show me where in the terms and conditions it prevents me from receiving a refund with proper proof.This was the second wrong order i've received in a row from ***********. Each time i offered to send pictures to help support my case but they refuse to help me. It should not be the consumer who is punished for wrong orders but the company who sent it out. This is completely unfair with careless support from the grub hub team who refuses to look deeper into a case.

      Business Response

      Date: 03/01/2025

      Hello,

      Thank you for reaching out, we are sorry to hear you experienced trouble with your recent Grubhub delivery order.

      Upon looking into your account it appears that we are unable to provide a refund for your recent Grubhub orders because you may have received an unusual number of refunds or promo codes on this or previous accounts. Please check your email and complete the refund appeal link sent on 3/1/2025.

      Reference: 291512278.

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

      Best,
      Grubhub


      Customer Answer

      Date: 03/03/2025

       
      Complaint: 23001085

      I am rejecting this response because you didnt not fully answer my complaint. Where in the terms and conditions does it state that the consumer is to be punished for the restaurants wrong order? 

      why dont you have a picture option in the chat? In terms and conditions it states refunds are provided on a case by case basis, you did not give me the option to be reviewed. Why must a complete a refund appeal? You are making it 100% harder for consumers to receive their refund when the restaurant is to blame.

      Sincerely,

      Ayame ********

      Business Response

      Date: 03/04/2025

      Hello,

      Thank you for reaching back out to us.

      We have received your request and have emailed you a refund appeal link. At this time, there has been no change to this status. Please check your email previously sent on 3/1/2025 for more information.

      Reference 291512278.

      We sincerely apologize for the inconvenience!

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

      Best,
      Grubhub


      Customer Answer

      Date: 03/05/2025

       
      Complaint: 23001085

      I am rejecting this response because I would like to speak to a representative thru grub hub. Not submit an appeal link, I will not stop declining this appeal until you do whats right.

      Sincerely,

      Ayame ********

    • Initial Complaint

      Date:02/27/2025

      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.
      #********-4630759, my order was wrong, I reported it right after I received it, I need a refund.

      Business Response

      Date: 02/28/2025

      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 February 28, 2025
      Ref: (291360702).
      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.

      Sincerely,

      **** ***

    • Initial Complaint

      Date:02/27/2025

      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 Wendys through Grubhub I was waiting outside and got a text that my order had been delivered I couldnt believe it because I sat outside waiting They would have had to walk past me to get to entry doors I received picture Of a black screen I apparently bought $27 in dinner for the delivery person or their families I get ahold of grubhub resending free I checked on refund today and told not giving back I misunderstood Although I waited over 2 hours crying because my car was also hit where I live Only reason I didnt pick food up

      Business Response

      Date: 02/28/2025

      Hello,
      We are sorry for the order was not received. 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

    • Initial Complaint

      Date:02/27/2025

      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.
      My order never arrived. I have never been a customer before this week. I was told by 3 or 4 different support agents that I don't qualify for a refund because of excessive refunds, yet I've never gotten a refund, or even contacted support. How can I pay for something, have it not arrive, and then be refused any compensation? 0/10

      Business Response

      Date: 02/28/2025

      Hello,

      Thank you for reaching out to **, 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 on 2/28/2025, but will continue to review each request received independently.

      Reference: 291438997.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/27/2025

      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.
      There was a fraudulent charge on my card when i contacted the company to resolve this they refused. My bank card was charged without my authorization. I simply wanted a refund and they refused.

      Business Response

      Date: 02/28/2025

      Hello,

      Thank you for reaching out to us.

      We have concluded an investigation of your request and confirmed that this charge was not located under a Grubhub account under your name.

      Since this charge was made without your authorization, we recommend contacting your bank or credit card company to dispute it further. 

      Reference: 291429780.

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

      Best,
      Grubhub


      Customer Answer

      Date: 03/03/2025

       
      Complaint: 22996464

      I am rejecting this response because:
      There has been no attempt to make things right
      Sincerely,

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

      Business Response

      Date: 03/04/2025

      Hello,

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

      We have already reviewed your request but was unable to identify this charge under a Grubhub account owned by you.

      We suggest reaching out to your financial institution to dispute this charge for further assistance with securing your financial information.

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

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

      Best,
      Grubhub 

    • Initial Complaint

      Date:02/25/2025

      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.
      2/25/25 Ordered lunch for my kid at school - It was not delivered they offered credit - I told them I wanted refund to my original payment method - they refused and refused to allow me to speak with a higher manager. I let them know I would not be orderign grub hub again in the future - did not want credit they said too bad.

      Business Response

      Date: 02/26/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 291202812.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/25/2025

      Type:Customer Service 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 February 12th I placed a delivery order with Grubhub to deliver 6 juice boxes from CVS (information attached). I only received 2 juice boxes. I got an email that I would be getting a refund for the 4 not delivered, but I did not ever receive the refund. The refund email (attached) stated: "Depending on when the adjustment was made, you may see more than one transaction on your account. Any pending charges or refunds to your account should be resolved within 5 business days. Learn more"When I contacted Grubhub to get the refund, they refused as I did not reach out within 48 hrs. Despite their email stating I should wait 5 business days to see all changes reflected. I have contacted Grubhub multiple times and have not received the refund. I have been offered Grubhub credit for LESS than I am owed, but I am only willing to get a refund I am due.

      Business Response

      Date: 02/26/2025

      Hello,

      Thank you for reaching out.

      We're sorry to hear about the trouble you experienced with your order from CVS on February 12th, 2025.

      Unfortunately, we're unable to issue a refund for this order due to the charge for this order being disputed by your bank.

      We recommend that you contact your financial institution for further assistance.

      Reference: 291178735

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

      Best,

      Grubhub

    GrubHub is NOT a BBB Accredited Business.

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