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:02/08/2025

  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.

  Title: GrubHub Refuses Refund Despite Clear Proof of Incorrect Order I am extremely disappointed with GrubHubs lack of accountability and refusal to issue a refund for an order that was clearly incorrect. I placed an order through their platform, and when I received my food, several items were not what I had paid for. I immediately contacted customer service and provided a copy of the receipt, which clearly showed that the restaurant had given me the wrong items. Despite this undeniable proof, GrubHub refused to refund me the difference in cost.Their response was dismissive and unhelpful, essentially telling me there was nothing they could do. This is completely unacceptableif a customer pays for specific items and does not receive them, they are entitled to a refund for the missing or incorrect items. GrubHub is quick to take money from customers but refuses to take responsibility when things go wrong.This experience has left me feeling frustrated and cheated. If this is how GrubHub treats its customers, I cant trust them with my business anymore. I will be warning others to stay away, as it seems they are more interested in protecting their profits than ensuring customer satisfaction.

  Business Response

  Date: 02/10/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 289973541.

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

  Best,
  Grubhub

• Initial Complaint

  Date:02/08/2025

  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.

  It literally has been more than five business days, and I still havent received my partial refund. When I contacted GrubHub, I got the runaround and then the We will have to escalate/forward this to a different team. FOR A $5 REFUND? Its 2025, it shouldnt be this difficult to refund money, let a lone such a small amount. I am so SICK of this with these food delivery companies.

  Business Response

  Date: 02/10/2025

  Hello,

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

  We can confirm that a refund has been issued for your order from 2/2/2025. We have sent you an email with more details about the refund.

  Ref: 289823741.

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

  Best,

  Grubhub.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22916907
  
  I am rejecting this response because: as of February 11th, no refund has been issued or received. Grubhub first stated that the refund was declined, but in actuality they had been attempting to put a hold on my card for the same amount. I confirmed this with bank support that they only attempted to place a hold and issued no refund. The emails I get from Grubhub continue to circle around and not provide resolution. The last email said they simply adjusted my original total. I still have a charge from grubhub that includes the amount not refunded, and the refunded amount has not appeared on my card. They keep trying to place it on the bank, but the fact is I reached out to my bank before I reached out to them for an update.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/08/2025

  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 placed an order with Grubhub this morning. Not only did it arrive 2 hours late it was cold when it got here. I called customer service and spoke to Supervisor ***** and Agent **** or *****. I told them about my experience and they said that I didnt qualify for a refund. My order was 2 hours late and cold and this is how you treat your customers. I want my money back. Then you couldnt even cancel the order in the app. Horrible experience.

  Business Response

  Date: 02/09/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 289911007.

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

  Best,
  Grubhub

• Initial Complaint

  Date:02/08/2025

  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.

  Today I ordered ********* through their app I usually order at work but Im not working today I made sure I changed the delivery address to deliver where I am I doubled checked to make sure it was updated I went to place my order and it still picked up towards my work address which Im not close to I proceeded to call Grubhub so they can cancel the order and distribute a credit so I can order again instead against my request the money was refunded back to me which I did NOT REQUEST SO therefore I have to wait a week to get my money back I cant reorder because that would be a double payment at this moment they did not issue a credit for their inconvenience because they app picked up the incorrect address so I currently cant order I cant eat or feed my child because that would be a double payment until the money is back on my card I spoke with an supervisor and he was also no help at all this is the worse app to order food through I would never order with them again so Im left without until I get my money back they didnt offer anything to help me at this moment very poor customer service address is in the top right corner but on the receipt it says a totally different address which proves updated the address before I ordered and it still choose the wrong address so why would it be on my end

  Business Response

  Date: 02/10/2025

  Hello,

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

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

  Ref: 290002523

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

  Best,
  Grubhub

  Customer Answer

  Date: 02/11/2025

   
  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,
  
  Tameva *******

• Initial Complaint

  Date:02/08/2025

  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.

  Chronic failure to render services that have been paid for. Refusing to give refunds for failed deliveries (Food never arriving). Refusing to provide services after payment. Locking down customer accounts from being eligible for refunds indefinitely without any deadline for account reset. Refusing to eveb refund tip money for deliveries not completed. This business practice is exploitative and is stealing from its customers. ********************** needs to be held accountable for their drivers when they do not complete the services that have been paid for.We want a full refund for all the failed deliveries over the past year. This practice being allowed to continue is absurd and unacceptable. If a business cannot honor its contracts, it should not be in business.

  Business Response

  Date: 02/09/2025

  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 full refund and sent an email with more information.

  Ref: 289805105.

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

  Best,
  Grubhub

  Customer Answer

  Date: 02/10/2025

   
  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:02/07/2025

  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.

  Hi, I placed an order for pick up. I got an incorrect order which I did not check sine the package is closed and it had my name on it. I contacted via chat, the agent I spoke with is pretty rude and pretty much said there's nothing she can do about it. Am I supposed to just let all of my money go AND eat something that I do not ordered? So, I am forced to file this complaint with BBB and I would like a refund at this time please.

  Business Response

  Date: 02/09/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 289891809.

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

  Best,
  Grubhub

  Customer Answer

  Date: 02/10/2025

   
  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:02/07/2025

  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.

  Grubhub is stealing from people. Ive placed a few orders recently (most recently last night) and did not receive my food. I literally watched the delivery person deliver my food to the wrong building one block away. Ive contacted Grubhub and got disconnected from a supervisor twice, and have been told they wont refund me or do anything to recifiy the situation. This is not the first time. Its not fair that Grubhub hires people that dont deliver the food to the correct place and now I have to pay for food I didnt get.

  Business Response

  Date: 02/08/2025

  Hello,
  
  Thank you for reaching out.

  We're sorry to hear that you didn't receive your order from ********** on Friday, February 7th, 2025.

  To make up for this issue, we've gone ahead and issued a full refund for this order.

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

  Reference: 289716399

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

  Best,
  
  Grubhub

  Customer Answer

  Date: 02/10/2025

   
  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:02/06/2025

  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.

  I placed an order through Grubhub on January 16, 2025 (Order #***************), which was never delivered. The driver reported that they were unable to complete the delivery, and no proof of delivery (such as a photo) was provided. On the same day, I contacted Grubhub customer service and was given a ticket number. Despite my immediate action, Grubhub failed to resolve my issue. On February 6, 2025, I followed up via chat. First, I was assisted by a representative named ****** *., who then transferred me to a supervisor, ******* DR. ***** re-explaining the situation, I was told that because 48 hours had passed, I was no longer eligible for a refund. This was despite me reporting the issue on the day of the incident. I pointed out that the driver confirmed non-delivery, there was no proof, and that my initial complaint was timely. Still, ******* refused to process a refund. I requested an escalation, which ******* agreed to, stating my issue would be reviewed and I would receive an email at ************************ As of today, I have received no response from Grubhub. Their policy unfairly penalizes customers for delays in their communication. I reported my issue properly, yet I was met with unhelpful customer service and a refusal to acknowledge my claim. It is unacceptable that I was charged for an order I never received and that Grubhub refuses to fix this. I request a full refund for my undelivered order and an improvement in customer service to ensure valid complaints are properly addressed, not dismissed due to arbitrary deadlines. Grubhub should honor its responsibility and resolve this fairly. If Grubhub cannot ensure that customers receive their orders or issue refunds for legitimate claims, then it raises concerns about their reliability as a service provider. I am disappointed by the lack of accountability and expect prompt action to address this matter.

  Business Response

  Date: 02/07/2025

  Hello,Thanks for reaching out to us about your recent experience on your previous order.We take this very seriously and know-how concerning this is.Please check your email and use the Reference Number #********* Or you can reach out to Grubhub via **********************************************************,
  Grubhub

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22909868
  
  I am rejecting this response because:

  Grubhubs response does not adequately address my complaint. Instead of providing a resolution, they have directed me to their general support page and provided a reference number (#*********). However, I have already contacted Grubhub multiple times, including on January 16, 2025, the day of the order, and again on February 6, 2025. Despite my efforts to report the issue in a timely manner, I was denied a refund due to an arbitrary 48-hour policy, even though I raised the complaint on the same day.

  I am requesting the BBBs assistance in ensuring that Grubhub properly reviews my case and issues the refund I am owed. My order was never delivered, the driver confirmed they could not complete the delivery, and no proof of delivery was provided. Given these facts, I believe Grubhubs decision not to refund my payment is unfair. Additionally, their response to my BBB complaint does not address these concerns, nor does it acknowledge the steps I took to resolve this directly with them.
  
  I would appreciate the BBBs help in ensuring that Grubhub fairly upholds their responsibility to customers by reviewing my case in good faith and making the necessary adjustment. Thank you for your time and consideration in assisting with this matter.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/11/2025

  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: (289673141)
  

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

  Best,
  Grubhub

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22909868
  
  I am rejecting this response because:

  I hope everyone can see that this company is committed to denying customers fair resolutions. ********************** continues to ignore the fact that I contacted them within 48 hours of my order not being delivered. I reported the issue on January 16, 2025, the same day the order was placed, and followed up again on February 6, 2025. Despite this, they are hiding behind a rigid 48-hour policy that they are misapplying in my case.
  
  Their response does not dispute that my order was never delivered. The driver even reported that they were unable to complete the delivery, and no proof of delivery was provided. However, instead of addressing this, Grubhub has continued to send me generic responses that do not engage with the facts of my complaint.
  
  Furthermore, their claim that they emailed me on February 6, 2025 does not change the fact that they are refusing to acknowledge that I complied with their own policy by reporting the issue within the required timeframe. Rather than resolving a valid customer complaint, they are using automated responses and blanket policies to avoid accountability.
  
  I am asking the BBB to intervene to ensure Grubhub properly reviews my case based on the facts, rather than dismissing it under a misapplied policy. I paid for an order that was never delivered, and I followed all proper procedures to report it in a timely manner. A responsible business would work toward a fair resolution rather than repeatedly deflecting. I hope this matter can be resolved fairly.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/06/2025

  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 work at a university and ordered on GrubHub to have lunch delivered. I included directions on getting to my building. I saw the GrubHub driver was driving to another location on campus. I called him and explained that I left directions to get to my location. He did not understand. I offered to stay on the call to guide him as he drives. He did not understand. After back and forth, I had to drive to this GrubHub drivers location to receive my order. I brought this concern to the attention of GrubHub customer service, where both agents did not give me a refund and said they will take note of my feedback. I was offered a $10 GrubHub credit, which I did not receive. I asked whether on the GrubHub Drivers App if it was translated, with the intention of saying that customer instructions for drivers getting to their delivery location should be translated, and the supervisor did not answer my question.

  Business Response

  Date: 02/07/2025

  Hello, 

  Thanks for reaching out to us regarding the issue you had with your order.
  We take this very seriously and know how concerning this is.  We have issued a refund for your order and have reached out to you via email to confirm these details. 

  Ref: 289773466
  

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

  Best,

  Grubhub

• Initial Complaint

  Date:02/06/2025

  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 am filing this complaint against Grubhub regarding an order I placed on January 18, 2025 (Order #***************), which I never received. I reported the issue the same day and was assured by a Grubhub representative that my order was canceled and I would receive a refund within 3 to 5 business days. However, no refund was issued. On February 6, I followed up with customer service, where ******** *. reviewed my order and claimed there were no adjustments or cancellations. When escalated to supervisor **** *., he denied my refund, citing Grubhubs 48-hour policy, despite my timely report. He also refused to escalate my case further.Shortly after, the assigned driver contacted me directly, informing me he was unable to complete the delivery because the order was damaged and that he had already reported this to Grubhub. He provided me with a ticket number (#*********) confirming he documented the failed delivery. Despite this, another supervisor, Felyn J., also denied my refund, citing the 48-hour rule again, even though the issue had been reported on time and fully documented.Throughout this frustrating process, I have been misled, dismissed, and denied a refund that Grubhub initially promised. I provided all necessary evidence, including the drivers confirmation that the order was not delivered. Rather than honoring their commitment, Grubhub has refused to resolve this issue, despite clear proof of their error.I request that Grubhub immediately process the refund as originally promised. Additionally, I urge the BBB to investigate Grubhubs handling of customer complaints, their failure to uphold their commitments, and their dismissive approach to valid refund claims. This experience has been unnecessarily difficult, and no customer should have to go through this level of resistance to receive a refund for an order they never received.

  Business Response

  Date: 02/07/2025

  Hello, 

  Thanks for reaching out to us regarding the issue you had with your order.
  We take this very seriously and know how concerning this is. 

  We have issued a refund for your order and have reached out to you via email to confirm these details. 

  Ref: 289767097
  

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

  Best,

  Grubhub