Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,511 total complaints in the last 3 years.
981 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.

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
Initial Complaint
Date:02/16/2025
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.
My order was delayed four times and passed to four different drivers. When I inquired about this via their chat system, I was told my order was definitely on the way. I asked the agent to reassure me twice that the order was on the way as it was nearing 10pm and I would not be able to order food as options are limited. I was reassured only to once I got off chat receive a text that my order was canceled with no reason. When I inquired I was told it had been picked up OVER AN HOUR AGO by a driver that just took my food. I was given no credit and no assistance to rectify the matter. They refuse to cancel out my membership
Business Response
Date: 02/17/2025
Hello,
Thank you for reaching out.
Your order was fully refunded, and an email has been sent out with additional information about your membership.
Ref: 290563499.
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer Answer
Date: 02/18/2025

Complaint: 22947639

I am rejecting this response because: No one took accountability for the mistake. I was not offered a credit, and was given a sparky response from your customer service ***resentative that said I would not be getting a credit. I'm not satisfied. I want a credit to my account for future purchase. I have seizures if I don't eat and after your *** reassured me the food was on the way, I waited until it was too late to order from anywhere. I did not get to eat food that night due to your negligence. I want a credit to my account.

Sincerely,

****** ******
Initial Complaint
Date:02/15/2025
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.
My Grubhub account was banned even though I have never filed a complaint or received a refund. Grubhub is the only delivery app that works near my address and without it I cannot order restaurant delivery. This is very frustrating. I contacted customer service and they said my account was flagged for my protection. Both my and my husbands accounts have been flagged for no reason. I want my account back in working order so I can order food. I have never heard of a business flagging an account solely because someone placed too many orders!
Business Response
Date: 02/17/2025
Hello,
Thank you for reaching out to us. We take this very seriously and understand how concerning this is.
We are currently reviewing this issue for you, and will reach out via email once we have more information about the status of your account.
If you have further questions, please reach out via ******************************************************
Best,
Grubhub.
Initial Complaint
Date:02/15/2025
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.
Company engages in manipulative and deceptive practices towards drivers. Company has been lowering pay while increasing mileage on orders without consent of the *************** steals tips. Company uses an "automated" punishment system giving drivers "Violations" and removing driver scheduling for things that are out of the driver's control. When called, they have no actual driver care service that can resolve these issues and drivers have to wait several days for a response while losing money.
Business Response
Date: 02/17/2025
Hello,
Thank you for reaching out to us. Grubhub has a specific team to assist you with your concerns. We want to address your issue; however, you must follow up with ************ for further assistance.
To ensure your issue is escalated to the proper team, please contact courier support at ***************************************************************; and select the option ***************** Request Form.
Best,
Grubhub
Customer Answer
Date: 02/18/2025

Complaint: 22946463

I am rejecting this response because: The entire reason for this complaint is the lack of an acceptable resolution from your courier support team. I have attempted arbitration in all forms and am only left with formal complaints as an option. This will continue until your company stops mistreating drivers.

Sincerely,

******* *****
Initial Complaint
Date:02/15/2025
Type:Customer Service 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.
My orders kept getting declined by GrubHub for no good reason as I have just created the account under my school and have had one successful order (no refund, no issue). The customer service *** offered zero help and no *** on when my account will be unlocked. I didnt get any notification about my account being locked either, this is very annoying for me as a customer and terrible for your business, ********************!
Business Response
Date: 02/16/2025
Hello,
Thank you for reaching out. We take this very seriously and understand how concerning this is.
We have sent you an email with more information regarding your recent order attempt with Grubhub
Ref: 290373975
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Initial Complaint
Date:02/14/2025
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.
******** customer service. I dont know if it was the store who provided the order like this or the driver damaged it on the way but the flowers I ordered were straight thrown into the garbage. It had mold and dirt inside it and was absolutely atrocious. I would like a full refund.
Business Response
Date: 02/15/2025
Hello,
Unfortunately, we're unable to provide you with a refund or concession at this time. Your account has already been escalated to a Specialist for review. 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. At this time, there has been no change to your status.
Ref: 290311040
If you have further questions, please reach out via ******************************************************
Best,
Grubhub

Customer Answer
Date: 02/19/2025

Complaint: 22943932

I am rejecting this response because:this was my first time ordering and I had a horrible experience. Please delete my account and I will never be using your platform ever again.

Sincerely,

***
Business Response
Date: 02/20/2025
Hello,
Thank you for reaching back out to us.
We're sorry to hear about your recent ordering experience with us and that our customer care support team was unable to provide you with the resolution you were seeking.

Upon further review of your account and this order, we are still unable to provide you with a refund or concession 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. At this time, there has been no change to this status.

Reference: 290311040

If you have any questions, please feel free to contact us at ************************************************************;

Best,
Grubhub
Initial Complaint
Date:02/13/2025
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.
On 2/9/2025, I went onto yelp and ordered 12 piece chickens at ******** to be picked up on the same day at 2:30-3pm. When I got to the merchant. They said ordered scheduled fail by grubhub and they will be refunding my money but theyll be more than happy to retake my order and expedite my orders. Which I had to pay again. When I noticed no money was refunded I contacted yelp and they direct me to grubhub who charged $37.08. When I contacted grubhub on 2/12/2025, they said we cant and wont refund your money because the dispute timeframe has passed. This is a fraud when customer getting charged for an order they never received. They are scamming people with this fraud service. When I was in line there were 3 other customers with the same issue. I have a attached a failure order slip from the merchant.
Business Response
Date: 02/14/2025
Hello,
We are sorry order request 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 as we were unable to locate with the information already provided. We have sent an email requesting more information, please refer to the request below.
Reference: 290274075.
You can also reach out to us directly at: ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 02/19/2025

Complaint: 22935701

I am rejecting this response because: I already disputed this transaction with my bank. Just need this scammer business to stop stealing people hard earning money.

Sincerely,

*** ****
Initial Complaint
Date:02/12/2025
Type:Sales and Advertising 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 just ordered a large meal. The meal contained crispy tacos. I took a bite out of taco and there was a hair. I decided to contact Grubhub and the agent said I have had unusual amount of refunds. This was my first order through my prime membership. I would like a refund. It is not cool nor ethical to keep people's money for unsanitary food. I used my prime membership to order. The screenshots prove that it is my first order.
Business Response
Date: 02/13/2025
Hello,
Thanks for reaching out to us about your order. You may have received an unusual number of refunds or concessions on this or previous accounts. Unfortunately, we're unable to process a refund or concession at this time. Your account has been escalated for review by a specialist. This 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 from us, it means there has been no change to your status, and we are still unable to process a refund or concession for you.
Ref: 290135230
If you have further questions, please reach out via ******************************************************
Best,
Grubhub

Customer Answer
Date: 02/18/2025

Complaint: 22933814

I am rejecting this response because:

Sincerely,

Guadal ****
Initial Complaint
Date:02/12/2025
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.
Man, let me tell you about my experience with Grubhub. Ordering food should be simple, right? I click a few buttons, drop some money, andboom!food shows up at my door. But no, not with Grubhub! With them, its like a casinoplace your bet and hope your food might arrive. And in my case? I lost big. I ordered my food, waited, checked the door, waited some more, and nothing. No food, no knock, no calljust me standing there like an idiot, hungry and confused. So, I reach out to customer service, expecting some kind of solution, but what do I get? A whole therapy session. First, I get *****, who apologizes like its his fault the food didnt show upIm so sorry, **** Yeah, yeah, me too, ****** But can we get to the part where I either eat or get my money back? No, instead, I have to verify my name, address, phone numberlike Im applying for a loan instead of getting the food I already paid for. Then he goes, Let me check on this for you, and I say, Okay, because what else can I do? Five minutes later, still waiting. Then ten. Then he transfers me. Thats right, now Im talking to **** the supervisor. And youd think a supervisor would solve things faster, right? ****. More apologies, more waiting, and then the real slap in the face*** tells me its been over 48 hours, so they cant give me a refund. Excuse me? I reported this the same day! So now, not only did I not get my food, but Grubhub straight-up robbed me. And the best part? *** ends the chat with, Thank you for being a great customer. A great customer? What am I being rewarded for? Starving? Look, all I wanted was my food or my money back, and instead, I got a customer service horror show. Im filing this complaint because businesses like this shouldnt be able to take peoples money and then hide behind technicalities. Grubhub, do better.
Business Response
Date: 02/13/2025
Hello,
Thanks for reaching out to us regarding your experiences you've had. We take this very seriously and know how concerning this is. Upon review, our records show we emailed you on February, 6, 2025 . Per that communication, we are unable to process any refunds since it has been over 48 hours per our policies.
Reference: (289768342)
If you still do not see the email or have any questions, please contact us at ******************************************************.
Best,
Grubhub
Customer Answer
Date: 02/17/2025

Complaint: 22931448

I am rejecting this response because:
Oh, so now Grubhub wants to act like they take this very seriously? Thats funny, because when I reached out immediately after my food never showed up, they sure didnt seem too serious about it then! Now theyre talking about some February 6th email like its the Ten Commandmentslike I was supposed to read it, accept my fate, and go to bed hungry. Let me be clear: I reported this issue the same day it happened. THE SAME DAY. But instead of doing the right thing, they hit me with the 48-hour scamas if my money magically expires after two days. So let me get this straight: I pay for food, dont get the food, and somehow Grubhub gets to keep my money? Thats not a refund policy, thats a stick-up!

And lets talk about that email they keep bringing up. They love that email. They holding onto that email like its gonna save them in court. Like I didnt report this issue before that. Like I didnt spend over 20 minutes on their support chat, getting transferred around like I was calling the **** Oh, and the best part? After all that waiting, they still told me the same nonsenseno refund, no food, no accountability. Just a bunch of fake apologies and a Have a great day! at the end.

So here I am, putting this on the Better Business Bureau for everyone to see, because companies shouldnt be allowed to take peoples money and then hide behind policy when they dont deliver. This isnt about policy, its about basic decency. If I order food and dont get it, I should get my money back. Its that simple. But Grubhub? Nah, they runnin a food delivery Ponzi schemetake your money, make you wait, then tell you its too late.

Grubhub, do better. And to anyone reading this? Think twice before trusting them with your money.
Sincerely,

****** ****
Business Response
Date: 02/18/2025
Hello,
Thank you for reaching back out to us.
We are still unable to process any refunds for your order since it has been over 48 hours per our policies.The status of this request have not changed. Please check your email sent on 2/7/2025 and refer to the request number below for more information.
Reference: 289768342.
If you still do not see the email or have any questions, please contact us at ******************************************************.
Best,
Grubhub

Customer Answer
Date: 02/21/2025

Complaint: 22931448

I am rejecting this response because:
Oh, so were just running in circles now? Grubhub really thinks if they repeat the same nonsense enough times, it becomes true. They hit me with the exact same copy-paste response like I didnt already disprove their whole excuse. Theyre acting like a broken recordexcept instead of music, its just them dodging responsibility.

Lets be clear one last time: I reported this issue immediately. The fact that they keep bringing up this 48-hour nonsense when I already reached out the same day just proves they dont care about fixing the problem. Theyre not even addressing the actual issuetheyre just throwing a link at me like, Here, go click around our useless help page and maybe youll go away.

So lets call it what it is: Grubhub took my money and gave me nothing in return. They didnt provide the service I paid for, they didnt refund me, and now theyre just hiding behind policy instead of doing whats right. Thats not customer servicethats a scam with extra steps.

And now, because theyve thrown their hands up and decided this conversation is over, the BBB will likely close this as answered. But make no mistakethis is NOT resolved. This is just Grubhub stonewalling a paying customer because they think they can get away with it.

To anyone reading this? Think long and hard before giving Grubhub your money. If something goes wrong, dont expect them to fix it. Expect them to tell you its your problem and move on.
Sincerely,
****** ****
Initial Complaint
Date:02/12/2025
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 food through Grubhub. Simple enough. Except the food never came. Not a single piece of it. So I contacted them. I went through the usual chat routinegiving my name, my number, my address, every little detail so they could look into it. First *** couldnt help, transferred me to another one. They apologized, of course, always apologize. But no resolution. Then they hit me with the kicker: since more than 48 hours had passed, they couldnt issue a refund.But heres the thing: I did ***ort it immediately. Not just to them but through ****, which assured me that Id get my refund in 3 to 5 business days. That never happened. Grubhub, in all their corporate wisdom, decided that it being too late erased the fact that they took my money and delivered nothing. Their chat *** did the whole I understand your frustration speech, then told me there was nothing they could do. Except there was something they could dothey just **********, what now? Im out my money. No food. No resolution. Just a whole lot of copy-paste responses telling me how much they care. This is a company that takes your money, fails to deliver, then hides behind policies to avoid accountability. Its not about the money at this point. Its about a company that refuses to own up to its mistakes and leaves customers to eat the lossexcept, you know, without the actual food.This isnt a one-time thing, either. Do a quick search, and youll see this isnt an isolated issue. Theyll take your money and then waste your time running you in circles until you give up. Im filing this complaint because businesses shouldnt be able to pull this kind of thing and just shrug their way out of it. I expect Grubhub to honor the refund I was promised. If they cant deliver food, the least they can do is deliver on their word.
Business Response
Date: 02/13/2025
Hello,
Thanks for reaching out to us regarding your experiences you've had. We take this very seriously and know how concerning this is. Upon review, our records show we emailed you on 2/8. Per that communication, we are unable to process any refunds since it has been over 48 hours per our policies.

Reference: 289673141

If you still do not see the email or have any questions, please contact us at ******************************************************.
Best,
Grubhub

Customer Answer
Date: 02/17/2025

Complaint: 22931384

Grubhub has responded to my complaint, and unsurprisingly, theyve doubled down on their refusal to issue a refund. Their response was nothing more than a generic, copy-paste statement saying they take this very seriously while completely ignoring the actual issue.

They claim they emailed me on 2/8 to inform me that no refund could be issued due to their 48-hour policy. Thats nice, except it completely disregards the fact that I reported the issue immediately. I contacted them, I contacted Yelp, and I was told I would receive a refund in 3 to 5 business days. That was a promise. Now theyre hiding behind arbitrary policies to back out of it.

Lets break this down:
1. They took my money.
2. They failed to deliver the food.
3. I reported it right away.
4. They acknowledged the issue but did nothing.
5. Now they claim its too late because 48 hours have passed.

This isnt customer serviceits a scam wrapped in policy language. They know full well that people report missing orders in good faith and that dragging their feet on refunds forces many to just give up. Its a business model based on deliberate inconvenience.

At this point, Grubhub has made it clear they wont do the right thing unless theyre forced to. Im asking the BBB to intervene and hold them accountable. This isnt just about my refund anymore. Its about a company that operates with complete disregard for consumer rights and fair business practices. If they cant deliver food and they cant deliver refunds, maybe they shouldnt be in business at all.
Sincerely,

****** *******
Business Response
Date: 02/28/2025
Hello,
Thank you for reaching back 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 16, 2025 until February 6, 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: 289673141.

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

Best,
Grubhub

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GrubHub is NOT a BBB Accredited Business.