Complaints

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

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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

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:02/19/2025

  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 ordered from **************. The driver pulled up behind my house and sat there for about 10 minutes before finally having enough sense to deliver to the front of the house just like the instructions say, he probably doesn't speak English at all but that's who GrubHub has as drivers around here. So of course the pizza was very cold, and not even room temp but as cold as it was outside, so you know this driver didn't even use a warming bag. To top it off, I had to contact customer service twice who wasted a good 15 minutes each making insulting counter offers of a copy and paste response with 5, 7, and then 10 dollars credit. I finally get to a supervisor who literally does the same thing. That is a dirty tactic that I know Grub Hub trains it's employees to use. Literally all I wanted was just a refund of my food, you used to do it every time there was an order issue. It's not my fault your drivers are terrible. So now I want my order plus tip refunded and $100 credit if you ever expect me to use this c*** again.

  Business Response

  Date: 02/21/2025

  Hello,

  We are sorry your order did not go as planned.

  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: 02/21/2025

   
  Complaint: 22964767
  
  I am rejecting this response because: I provided my grubhub email address but here it it is again: *******************************

   

  alternstively, contact me at **********************************

  I have already contacted GrubHub which you would know if you bothered to read my complaint, which is the reason for the complaint. Not going to waste my time with your customer service which has been clearly designed to waste peoples time so that they give up.

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

  Business Response

  Date: 02/24/2025

  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 February 25, 2025
  Ref: (291149692).

  We have added $15 in Grubhub Credit to your account to use on your future order within the next 30 days.

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

  Customer Answer

  Date: 02/25/2025

   
  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:02/19/2025

  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 ordered food on 2/13/25. Since I was sick, my mother went downstairs to pick up the food and called me asking for the code that the delivery driver was asking for. I gave her the code on speaker and she said refused to give my mother the food. I said I'm coming down, so my mom came back to her apt. When I got downstairs, she was gone. I messaged and called. No answer. I asked where she left food. Nothing. I chatted with the bot and called customer service because the ordered was marked delivered in the app. They told me they couldn't do anything because it was delivered. I told them that it was ridiculous that it was marked cause it was nowhere. She could have left it with my mom since I gave her the code. She could have left it at the security desk, outside as others have or she could have gone to my apt and left it at the front door as the delivery instructions I have written on app. She did none of those and because she marked it as delivered I can't get a refund. They told me they would put in a claim and email me. I followed up today and was told that because I waited to report it more than 48 hrs that they couldn't do anything. I told them that I did report it the same night, and waited for their email. I didn't follow up since it was a the weekend I waited till today.

  Business Response

  Date: 02/19/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 290177165 

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

  Best,
  Grubhub

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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 used a free trial and cancelled the trial of GrubHub plus before it was over, but continue to get charged. When I reached out, the customer service team couldn't tell me why I was charged but recognized that my membership was cancelled. As far as I can tell, they are going to continue to charge me for a service I don't use despite being told the service was cancelled.

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thank you for reaching out. We take this very seriously and understand how concerning this is.

  We reviewed your account and can confirm your Grubhub+ membership was canceled on Tue, Feb 18 2025.  You will not be charged for it moving forward.

  A refund was issued for the last month's fee as well. 
  
  Reference: 290622023  
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising 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.

  Every time I have attempted to use the services provided by the company, its a bad experience. My orders NEVER COME, and they band aid everything with a 5 dollar credit. I have had MULTIPLE orders take longer than quotes even after PAYING for express delivery. They continue to allow drivers to pick up extra orders without notifying the other customers and giving us a false ETA. This is unacceptable!!!

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thanks for reaching out to us and providing your honest feedback.

  We are sorry to hear about your past orders not going as planned. We looked into the account and see a refund was processed for the most recent order. 

  We take this very seriously and know how concerning this is. Grubhub credit is often provided as an apology for the inconvenience caused. We have also sent an updated email to you on 02/18/2025, please refer to the request number below.
  
  Additionally, we have shared your feedback to our team to ensure that the points you touched on in your message can be addressed. We will look into this further to take any and all necessary corrective action internally to make this process better.
  
  Reference: 290708002
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Product 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 for the first time in over a year today. I didn't get what I ordered. I went to chat and was told I've had to many refunds and I will most likely never be able to get a refund again. I then asked to take the tip off but they couldn't do that because it would be a refund. I would like a refund of $19.15 to my original payment method.

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thank you for reaching out.
  
  We're sorry to hear about the trouble you experienced with your order from ******** on Monday, February 17th, 2025.
  
  Unfortunately, we're unable to provide you with a refund or concession for this order at this time.

  You may continue to use your account to place orders; however, you may be ineligible for further compensation due to the unusual amount of refund assistance on this or previous accounts.

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

  Ref: 290746386
  

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

  Best,
  
  Grubhub

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22953930
  
  I am rejecting this response because: I haven't ordered in over a year or more.  Are you only allowed zero issues in a year?  Also, I didn't shop and get the wrong item so why do I have to be punished for it and made to feel like I've done something wrong by complaining.  You expect me to order and just take what the shopper buys even if its not the item I ordered or on the substitution list and not say anything.  I'm supposed to lose out on money but that's ok???  You really treat your customers like they don't matter.  Do the shoppers get in trouble for not doing their job well or no?  They can just keep making mistake after mistake and you don't care because it's a punish the customer who sat at home and did nothing kind of thing.  Well, you lost a customer and probably will lose a ton more.  I know you don't care that I won't shop again, you've proved that by never being on the customer's side.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/17/2025

  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.

  Food was ordered, never delivered and I my payment was not refunded. The driver listed , was not the driver. The fraudulent driver could not be reached by myself or their representatives. I was told some hours later that a "supervisor" spoke with a man( the driver listed was a woman) they said the driver took a picture....no picture because it never happened! I even added a code, which meant I would have to meet with the driver. Never happened

  Business Response

  Date: 02/18/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 290679681.

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

  Best,
  Grubhub

• Initial Complaint

  Date:02/17/2025

  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 ordered pizza and received salad. I contacted the driver who said that's what the restaurant gave him. I contacted the restaurant and they apologized, but said they didn't have the ability to refund a Grubhub order. I'm attaching the picture of what I got along with the receipt. I need my money refunded. I don't know whether the driver kept my pizza or was never given it - but I didn't order a salad at all and didn't get my pizza. The restaurant said they can't refund me because they don't have access to. They offered me a gift card, but I don't live in ***** for this to be useful to me. Pictures of what I received and my receipt is attached along with communication with the restaurant.

  Business Response

  Date: 02/18/2025

  Hello,

  Thanks for reaching out to us about issues with your order. We have looked further into this issue and have sent you an email with a resolution for this order.

  Ref: 290652633.

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

  Best,

  Grubhub

• Initial Complaint

  Date:02/17/2025

  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.

  Im filing complaint because I placed order from CVS for ***** order and didnt receive it and grubhub refused to help me with order and issue a redund id like refund to be issued

  Business Response

  Date: 02/18/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 290644999.

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

  Best,
  Grubhub

• Initial Complaint

  Date:02/16/2025

  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 for Panera Bread. The delivery was never made but claimed it was made (photo proof of delivery was a completely black photo, see uploaded image). I contacted **************** and explained the issue. I was told that due to the number of concessions or refunds on my account there was nothing they could do. I have used GrubHub only two times prior to this order and did not receive a concession or refund on either order. I asked for an itemized list of the aforementioned refunds and concessions and they refused to provide me with any information on my account and just apologized and said they understood this was not the outcome I hoped for and they would need to close the chat if there were no pressing issues. I said please dont close the chat there is still a pressing issue; I need information about my account, not even a resolution to the original issue. The customer service agent apologized again and said if there are no other issues I must close the chat now and closed the chat. I called the customer service number and had the same experience. I still have yet to receive any information about these concessions and refunds (that do not exist) so now its 8:00pm, I do not have dinner, and $23.80 of my hard earned money was essentially stolen by a multimillion dollar company. I am not the first ****** this has happened to. Absolutely deplorable.

  Business Response

  Date: 02/18/2025

  Hello,

  We are sorry your order did not go as planned.

  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: 02/19/2025

   
  Complaint: 22949667
  
  I am rejecting this response because: the order number and phone number are included in the original complaint. (order number #********-1501557)
  
  Sincerely,
  
  A P

  Business Response

  Date: 02/20/2025

  Hello,
  
  Thank you for reaching back out.
  
  We're sorry to hear that your order from Panera Bread was not received on Sunday, February 16, 2025.
  
  We've gone ahead and issued a full refund for this order.
  
  We kindly ask that you check your email using the below reference number for more information.
  
  Reference: 290795410
  
  Please let us know if you have any other questions at ******************************************************
  
  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,
  
  A P

• Initial Complaint

  Date:02/16/2025

  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.

  I placed an order on grub hub on 2-15-25 and realized I forgot an item so I went to see if I can add to my since it was right after I placed it. It had an add item button which sent me to the order I placed with the added item making it seem like it just adjusted the order. I didn't realize until the first one was delivered because it didn't have the added item but at that point it was too late to cancel the other order. It is very deceiving to have that button while making it seem like just one order.

  Business Response

  Date: 02/17/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 290566102.

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

  Best,
  Grubhub