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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

    • 2,511 total complaints in the last 3 years.
    • 978 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:02/24/2025

      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 22, 2025 I placed my first GrubHub order on their app. I had a $225 gift card attached to the account. I was about to hit submit order and noticed it showed paying with my credit card. I clicked back to the previous page and saw a small area saying "pay with a gift card". It took me to the payment page and showed that the gift card had been applied and I owed $0. Before I hit submit I went back to the main page to double check the order. I hit submit and I get a receipt within seconds and it shows it charged my credit card!!! I made sure I had went and clicked the apply gift card and confirmed it showed $0. Their app must be trained to default back to credit card when you move back to review an order!within 30 seconds, I clicked to Cancel Order. It told me it was already processed. Next I clicked, help and talked to chat so that I could explain the situation. I told the agent that my card was incorrectly charged and it was supposed to come out of my $225 gift card. They couldn't help. I ended up calling customer service, they couldn't help. I wrote an email to customer service, they couldn't help. I did not authorize this company to charge my credit card. I am 100% sure I selected to use the gift card. I wasted over an hour of my time dealing with incompetent "managers" that have no authority to help customers. My original order total and amount stolen from my credit card was $102.39. Two of my three menu items arrived damaged and flipped over in the box so they have since refunded $53.75 to my credit card. The outstanding total stolen from my credit card is $48.64. This needs to be refunded immediately! I am more than happy to have that deducted from the gift card attached to my account. I'm not looking for free anything. They can have the money from the form of payment i designated to them. Then they need to have competent workers fix their app and stop cheating people.

      Business Response

      Date: 02/25/2025

      Hello,

      Thank you for reaching out.

      We're sorry to hear about the trouble you experienced with your recent order from Vitos Pizza and Ristorante on February 22nd, 2025.

      To make up for this issue, we've gone ahead and processed a full refund for this order back to your original payment method.

      We recommend that you check your email using the reference number below for more information.

      Reference: 290979095

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

      Best,

      Grubhub

      Customer Answer

      Date: 02/26/2025

       
      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:02/23/2025

      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 an order but I received an incorrect order from the restaurant. I reached out to Grubhub hoping they would make it right but they said there's not much they can do and told me to deal with it. How is it my responsibility that they got my order wrong? They should make it right. I would like to request a refund at this point please.

      Business Response

      Date: 02/25/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 291204979.

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

      Best,
      Grubhub

      Customer Answer

      Date: 02/26/2025

       
      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. 

    • Initial Complaint

      Date:02/22/2025

      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.
      Order was never delivered and GrubHub refuses to refund or resend my meal. They are plain out thieves.

      Business Response

      Date: 02/24/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 290970430.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/22/2025

      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 delivery order through GrubHub for $24.27, the delivery was late and the food arrived cold. I talked with their customer service, was told I would only be given a ten dollar credit. I kept explaining the situation, asked for a full refund multiple times, and was never offered one. I've gotten a full refund in the past, I know it's possible. The *** then left the chat with no notice. I want a full refund

      Business Response

      Date: 02/23/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 290950281.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/21/2025

      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 was missing a lot of items.

      Business Response

      Date: 02/23/2025

      Hello,

      Thank you for reaching out to us.

      At this time, we are unable to provide a refund or concession. Your account has been escalated for further review by a Specialist and is pending review. This review may take 7 to 10 business days. Please keep in mind that you will only receive an email from us if there is a change in your account status.

      If you do not receive an email, it means there has been no change, and we are still unable to process a refund or concession for you.

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

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/21/2025

      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.
      Date of transaction - Thu February 20, 2025 Amount Paid - $29.20 Business was supposed to deliver food that was paid for.I placed a food order for delivery at around 12PM on Thursday, February 20, 2025, using the GrubHub website. The order was for $29.20 from ***********. I waited for my order to be delivered, Two hours went by before I contacted GrubHub to inquire as to why my food order still had not been delivered. I was informed that there were no drivers at the moment, but I would just have to wait until someone could fulfill my order. They informed me I would not be getting a refund and to just wait. The rest of the day went by and my order was never delivered or even attempted to be delivered. I contacted GrubHub again at 4PM the next day, and after speaking with several different people I was told that they were sorry but I would not be getting a refund or have my order sent out. When I asked them about getting nothing in return for the $29.20 I paid them, they just kept saying sorry we have no resolution for you at this time and proceeded to hang up on me each time.

      Business Response

      Date: 02/22/2025

      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 a refund adjustment to the recent order mentioned as of Feb. 22, 2025
      Ref: (290857312).
      If you have further questions, please reach out via ******************************************************
      Best,
      Grubhub

    • Initial Complaint

      Date:02/20/2025

      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.
      On Monday, February 17th, I order Chic-fil-a from GrubHub. Through the app, I was able to see when the driver was 2 blocks away. A few minutes later, I received an automated text message from GrubHub notifying me that the food had been delivered with a link to the photo. I went to get the food from the front door but it wasn't there. Then I searched my garage door in the back and it was not there. I clicked on the "photo" thinking they have misplaced it at a neighbors house but it was a photo of a black screen. I physically checked my neighbors' front steps and looked down the alley way of all our garages - there were no food deliveries. I called the driver no less than 4 times and texted but never responded. He clearly stole the food and not only do I want him fired, I want compensation for the inconvenience and safety risk. This food was for a Type 1 diabetic who timed their insulin dose to align with when the food would be delivered. This driver's actions were not only selfish but cruel. Furthermore GrubHub has awful customer service with limited options and absolutely no way of talking to a human being. I went to the "Help" section and my only option was to say that the food didn't arrive. There was no space to explain why and definitely no way to hold the driver accountable. This is completely unacceptable and they should be ashamed of themselves.

      Business Response

      Date: 02/22/2025

      Hello,

      Thank you for reaching out.

      We're sorry to hear that you did not receive your order from *********** on Monday, February 17th, 2025 and for any complications that may have caused.

      We can confirm that this order has been fully refunded back to your original method of payment.

      While we cannot share specifics of any actions, we have documented the courier's behavior and referred the matter to the appropriate team for review and further handling.

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

      Best,
      Grubhub

      Customer Answer

      Date: 02/24/2025

       
      Complaint: 22970480

      I am rejecting this response because you did not address the compensation portion of my request. It is not enough to simply refund me given the severity of the situation.

      Sincerely,

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

    • Initial Complaint

      Date:02/20/2025

      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 Sunday, February 16 at 6:25pm, I placed a food delivery order through Grubhub for a pizza and salad from a local restaurant called Pies and Pints. The entire order cost $38.26 and the original delivery time given was 7:18-7:33pm. The food was not delivered until 8:16pm so I clicked on the first link that showed up to let Grubhub know that the delivery was late and was given a $5 credit as an "on-time Grubhub Guarantee Perk". When I then opened up the box of pizza to eat it, I noticed the food was cold. At that point, I reached out to Grubhub again for a refund on the pizza and was told they could not provide any further discounts since they'd already given me one. I asked if they could take the $5 back and refund the pizza but was told they couldn't. I would like a partial refund on this order, #********-5813141.

      Business Response

      Date: 02/21/2025

      Hello,

      Thanks for reaching out to us regarding your recent experience.

      We take this very seriously and know how concerning this is. We have processed a partial refund as requested, and previously applied a $5 discount code to your account that have since been redeemed. Please check your email that was recently sent to you.

      Reference: 290889667.

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

      Best,
      Grubhub


      Customer Answer

      Date: 02/21/2025

       
      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,

      ****** De Jongh

    • Initial Complaint

      Date:02/20/2025

      Type:Sales and Advertising 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 December 30th I ordered food from Grubhub that I was not satisfied with. My salad had no lettuce or nothing else I asked for. I asked for no roll. I received a roll anyway that was hard as a rock and was not wrapped. Just thrown in a paper sack and dry. I asked the driver not to set my food on the ground because of the ants, cat urine etc... He did anyway and his excuse was he didn't speak English but a 2 minute ****** translation would've fixed that. I contacted Grubhub and they only gave me 8 dollars back from the 55 I spent! I tried to contact Grubhub support but they won't respond back. I'm requesting the rest of my money back for the salad and the tip I left. I also submitted pics of the salad I was supposed to get vs. the salad I received.

      Business Response

      Date: 02/21/2025

      Hello,

      Thank you for reaching out.

      We're sorry to hear that your order from Saladworks was not prepared correctly and that your delivery instructions were not followed on December 30th, 2024.

      To make up for this inconvenience, we've gone ahead and issued a full refund for this order as a courtesy to you.

      We recommend that you check your email using the reference number below for more information regarding your refund.

      Reference: 290871842

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

      Best,

      Grubhub

    • Initial Complaint

      Date:02/20/2025

      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 1/19/25 I placed an order with GrubHub. I was staying at a hotel. I requested that the driver leave the food outside my room door, but to let me know if that was not possible and I would meet them in the lobby instead. They arrived at the hotel. (according to the tracking tool on the GrubHub website) The driver texted me and asked for the delivery code. I provided that code. Then I received a notification that my order had been delivered. I looked out my door, no food. I went down to the ***********, no food. I checked with the front desk staff, they had not seen anyone from GrubHub enter the building. The staff helped me look for the order thinking possibly it was left at the wrong room door. I tried contacting the driver through the same number they texted me from but there was no response. I contacted customer service who informed me that becasue I provided the driver with the code and the driver marked the order as received, I was not eligible for a refund. There was no proof of delivery, no delivery photo, or any other proof that the driver delivered the food other than them marking it as delivered. They did give me a credit to my account for $20 to use on a future order but I do not want to do business with this shady company in the future so I will not be using that credit. I want a full refund.

      Business Response

      Date: 02/21/2025

      Hello,

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

      At this time, we have confirmed that your order was successfully delivered through a PIN verification with the courier during delivery.

      Unfortunately, we are unable to provide a refund for this order due to you providing a pin code to the courier, confirming the order was received.

      Reference: 290871714.

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

      Best,
      Grubhub

      Customer Answer

      Date: 02/21/2025

       
      Complaint: 22966079

      I am rejecting this response because:

      Although I did give the pin code to the driver through text, he did not deliver the food to me. I do not understand how me giving the driver a code through text is proof that he delivered the food to me. Prior to the supposed delivery, he asked me to provide the code so that he could complete the delivery, which I did, but the delivery was not complete. The driver either stole the food or delivered it to the wrong room. 

      Sincerely,

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

      Business Response

      Date: 02/24/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 291150125.

      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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