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

2,481 total complaints in the last 3 years.
941 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:06/01/2025
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.
Im filing complaint as I didnt receive this order and grubhub refused to assist me er #********-9499389 Id like 26.50$ to be refunded
Business Response
Date: 06/02/2025
Hello,

We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.

After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.

Reference: 298224104

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

Best,
Grubhub
Initial Complaint
Date:06/01/2025
Type:Customer Service 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 am a long-time Grubhub customer. A while ago, I reported a missing order and was issued a refund, which I greatly appreciated. However, since that one-time incident, Grubhubs system has continuously blocked me from placing new orders.Each time I try to place an order, I get an error message saying it cannot be processed. I have contacted customer support multiple times. They temporarily fix the issue, allowing me to place an order once but the same error returns on every future attempt.This is extremely frustrating and has gone unresolved for weeks. I believe my account has been incorrectly flagged by Grubhubs fraud detection system, yet customer support has refused or been unable to escalate this to the appropriate internal team (such as Risk, *************** or Technical Support) to fully remove the block.I am not attempting to abuse refunds or violate terms; I simply want to use Grubhub like any regular customer again.I am requesting that ********************** conduct a full review of my account and permanently lift any internal flag or risk block that is preventing me from using the service. If this cannot be resolved, I may be forced to stop using Grubhub permanently and share my experience publicly.
Business Response
Date: 06/02/2025
Hello,

We have looked into the issue regarding your account and see that what was preventing you from placing an order has been cleared.

Reference: 298257410

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

Best,
Grubhub
Initial Complaint
Date:05/31/2025
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.
A gift card was purchased by coworkers due to a family medical issue and difficult diagnosis. We have attempted to use the gift card but have been prohibited multiple times, and spent significant amount of time attempting to use the gift card (approximately 7 calls to customer service) without being able to use the gift card and without the company attempting to resolve. This is fraud and needs to be addressed.
Business Response
Date: 06/01/2025
Hello,
We apologize for the inconvenience with your Grubhub gift card. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the email address, phone number, and the gift card code associated with your concern.
You can also reach out to us directly at: ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 06/03/2025

Complaint: 23402567

I am rejecting this response because:
Email is *************************************
gift card is on the account associated with this email

Sincerely,

******* *******
Business Response
Date: 06/06/2025
Hello,

We have looked into this issue and have provided an update via email.
Reference: 298565322

We hope this helps, but please let us know if you have any other questions at/Please let us know if you have any other questions at/Let us know if theres anything else we can help with at. ******************************************************

Best,
Grubhub
Customer Answer
Date: 06/10/2025

Complaint: 23402567

I am rejecting this response because:

we remain unable to use the gift card and get an error message when trying to use it.

Sincerely,

******* *******
Business Response
Date: 06/11/2025
Hello,
We understand that the issue with your blocked orders has unfortunately reoccurred. We've looked into this further and have sent an email with an update and more details.
Reference: 298565322
We hope this helps, but please let us know if you have any other questions at ******************************************************
Best,
Grubhub
Initial Complaint
Date:05/30/2025
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 a Grubhub order on 05/30/2025 for $31.19 using Venmo. The food was delivered extremely late, and it arrived cold and unfit to eat. I immediately contacted Grubhub through their customer service chat to request a refund. Instead of addressing my concerns, the agent repeatedly copied and pasted scripted messages stating that no refund was possible, even though I asked for escalation multiple times. The agent eventually ended the chat without resolving my issue or escalating it as requested.I have screenshots of the entire interaction and order details. I am not seeking an apology I am asking for a full refund due to services not rendered as promised, as the product delivered was not edible and did not meet the service expectations.I am requesting that Grubhub issue a full refund and formally acknowledge mishandling this complaint.
Business Response
Date: 06/01/2025
Hello,

We have looked into your issue regarding the refund for your order on May 30, 2025. We see that the refund was processed on May 30, 2025.

Reference: 298142389

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

Best,
Grubhub
Initial Complaint
Date:05/30/2025
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 specifically ordered boneless wings. Why did I receive regular wings? And the cheese sticks also arrived cold! Refund my money!
Business Response
Date: 05/31/2025
Hello,

We apologize for the inconvenience caused by wrong wings received. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.
You can also reach out to us directly at: ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:05/30/2025
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 had a grubhub order on 05/29/2025 delivered to me at 5:36pm. My order I received was completely wrong and reached out to customer care multiple times and each time I received this exact response each time: I am very sorry. I am unable to provide you with a refund or concession at this ******** 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. This is a new account through my amazon prime student account, and i never used this phone number before. I even asked my phone number previously used before because I just got this number not too long ago and my question was never answered as if I was speaking to a bot. To say I cannot get a refund for a wrong order is insane and unfair. I couldnt eat my wrong and unfortunately had to throw it away. I did not make a numerous amount of refunds being this is a new account and only my second order. I hope this issue gets resolved because I contacted you guys through the grubhub app, the grubhub website and your customer care page on X. I have been reaching out to you guys all day with no resolution. My order number is DELIVERY #********-6513559.
Business Response
Date: 05/31/2025
Hello,

We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:05/30/2025
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.
I canceled my grubhub, order, 1/24/25. I ordered a full meal from ********* and they only delivered my dessert. I called customer service and spoke to the rudest **** I told him to cancel my subscription. He placed me on hold for a long time said he wouldn't credit my account and he canceled my subscription. I've discovered last month that they were still charging my card. I disputed that charge and it came back onto my account. I called, and I confirmed with the **** ******* that they have not canceled my subscription. They canceled it today, and they're refusing to refund. $19.98 even though I have not used their service since 1/24/25. The said they would only refund me back for May. Not March or April. I should also ask for February.
Business Response
Date: 05/31/2025
Hello,
Thank you for reaching out to us, we have received your request.
We have no way of processing refunds for memberships past 30 days. We recommend contacting your financial institution for the best assistance with your charges past 30 days.

We sincerely apologize for any inconvenience caused.
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:05/29/2025
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.
27may2025, I placed an order with GrubHub, for ********************** in *********************. I have attached order and confirmation email. Twice during the ordering process I had to change the method from pickup to delivery. I have no transportation, I am 65 years old with severe arthritis in my knees and a frozen shoulder. I am also a 100% disabled Veteran and retired Mental Health Specialist Due to my physical limitations, I NEVER, NEVER order pickup. I requested **** to check my history to confirm this. They refused. They gave numerous reasons to deny my refund, firstly, saying that my order did not exist, today I received an email stating that since 48 hrs had passed, there would be no recourse, lastly they said since it was pickup, (person actually intimated that I did not know how to place an order.) So, I ask, why am I not entitled to my *****? How many customers are being subjected to this blatant robbery tactic. The restaurant verified order pickup. So, if indeed it was an order for pickup, why was it picked up by a driver? Why was I given a tracking app to track it. Why was I giving an 1144 a.m. delivery time. Why indeed was it just discovered if indeed that is a fact that the order was for pickup, why would I place a pick-up order? One would think and like to believe, that in the interest of good business tactics good business savvy and customer satisfaction being as there are numerous delivery apps out there, and also in the interest of not being outed on social media, $61 should be returned to the customer. I'm attaching emails stating these facts.
Business Response
Date: 05/31/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 5/30/2025 in the amount of $61.31.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: #*********.
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 06/09/2025

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:05/29/2025
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 placed this order at nigiri and paid 148.95$only to not receive it When I contacted grubhub they refused to issue a refund nor assist me id like full refund to be issued Order number ***************
Business Response
Date: 05/30/2025
Hello,

We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:05/28/2025
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 through Grubhub for *********. The driver sent a delivery photo showing a completely different order with someone else's name ("**** D") on it. I went down and confirmed it was not my order. I reported this immediately with photo evidence showing the wrong label and wrong items.Despite providing proof that the delivery was incorrect and that I did not receive the items I paid for, Grubhub refused to issue a refund. Their representatives stated that due to a high number of previous refunds, they are no longer able to offer compensation even though this specific order was undeniably not fulfilled correctly.I am not asking for a favor I paid for a product that I did not receive. I am simply asking for a refund for an undelivered order.
Business Response
Date: 05/29/2025
Hello,
We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 5/29/2025 in the amount of $22.12.
For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
Reference: 298072919
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 05/30/2025

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,

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

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