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Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

Find a Location

GrubHub has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 2,507 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      GrubHub like you place the order and then you dont get your order and then when you call to complain to say hey I didnt get my orderthey say well you got too many refunds we cant give you a refund or concessions at this time but youre like well. When was the I got a refund and they cant tell you I told them I have never gotten a refund so at this point theyre just taking peoples money.

      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: 289743491

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

       Best,

      Grubhub

    • Initial Complaint

      Date:02/06/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ORDERED A PIZZA THRU GRUBHUB ORDER NUMBER *************** ON JANUARY 31 2025 IT NEVER ARRIVED.GRUB HUB CANCELLED THE ORDER AND GAVE ME A $20 CREDIT ON MY NEXT ORDER THROUGH MY EMAIL ***** ****** 08 @********* I ORDERED THOUGH THAT EMAIL THE NEXT NIGHT $44 SHOULD HAVE DEDUCTED THE $20:AS IT STATED IT WOULD AT CHECK ****** DIDN'******** GH WAS TOLD I HAD TWO ACCOUNTS SO I WASN'T ENTILED TO THE $20 EVEN THOUGH I ORDERED DIRECTLY THROUGH MY EMAIL GH PROMO

      Business Response

      Date: 02/06/2025

      Hello,

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

      We have reviewed your account to confirm the $20 Grubhub credit is active and ready to be applied to your next order. An email was sent to you on 2/6/2025 with more information on how to apply this credit to your next order.

      Reference: #*********.

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

      Best,
      Grubhub

       

      Customer Answer

      Date: 02/21/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:02/05/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order at 6:04 was originally told Id receive the order closer to 6:30. Then the time changed to 7pm and ultimately I didnt receive the order to closer to 8pm and when the delivery times started changing I asked for a refund and customer care refused to do so stating that the order was already processing. This was for a daycare center group of kids. It was so disappointing and I had to place another order with a different pizza company and received that order much quicker.

      Business Response

      Date: 02/06/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 289689333.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/05/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an order from grubhub on 1/26/2025. I had several issues with the order so I submitted two tickets for refunds. 1) delayed order which I got a refund for, 2) there were missing items in my order. I did not get any refund for the second issue. When I contact grubhub, two different representative stated they are unable to do anything since I got in contact with them after 48 hours which was a follow up to my second ticket. It isnt my fault grubhub didnt address my second ticket timely. The representatives failed to escalate and make me talk to a manager.

      Business Response

      Date: 02/06/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 289690643.

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Yes this happened January 28 2025 yes I've been waiting almost a week now for them to refund me my cash from an order they messed up on every time I call customer service their rude and always try to rush me off the phone

      Business Response

      Date: 02/06/2025

      Hello,

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

      We have sent an updated email confirmation regarding the refund processed on 1/28/2025. Please check your email and refer to the request number below.

      Reference: 289646261

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

      Best,
      Grubhub

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Against: Grubhub Complaint Type: Failure to Provide Refund for Undelivered Order On January 17, 2025, I placed my first order through Grubhub, which was never delivered. The driver informed me that they were unable to complete the delivery. Shortly after, Grubhub contacted me and informed me that I would receive a full refund within 3 to 5 business days.After the refund did not appear in my account, I reached out to Grubhub again on February 4, 2025. During that conversation, I was once again informed that I would be receiving my refund. However, despite multiple chats with customer service representatives and supervisors, I was ultimately told that my refund could not be processed due to technical difficulties or system limitations. This is unacceptable, as I followed all necessary procedures and was explicitly toldtwicethat I would be refunded.During my final chat with a supervisor, I was informed that even though I never received my order, Grubhubs system would not allow a refund. The supervisor acknowledged my frustration but ultimately refused to issue the refund, citing system restrictions rather than honoring the commitment made by their own representatives.Grubhubs handling of this situation demonstrates poor customer service, lack of accountability, and misleading communication. I have made multiple attempts to resolve this issue amicably, yet I have been given conflicting information and denied the refund that I was promised. Given this experience, this is likely to be my first and last time using Grubhub.I am now seeking intervention from the BBB to hold Grubhub accountable for failing to honor their commitment. I request a full refund of my undelivered order, as originally promised by Grubhub representatives.I appreciate the BBBs assistance in resolving this matter.Desired Resolution: Full refund of the undelivered order.

      Business Response

      Date: 02/05/2025

      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: 289610171

      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,

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

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing regarding Order #********-0068728. I ordered burger combos from five guys; however, I received someone else's hot dogs and cokes instead. I reported this issue to a customer service representative via live chat this evening, but my refund request was denied. The representative stated that my account had an excessive number of refund requests, which is both untrue and perplexing, as this was my very first order. I am seeking a resolution to this matter, as this experience has left a negative first impression.

      Business Response

      Date: 02/05/2025

      Hello,

      Thank you for reaching out.

      We're sorry to hear that you received the incorrect items in your order from Five Guys on Monday, February 3rd, 2025.

      Unfortunately, you may have received an unusual number of refunds or concessions on this or previous accounts.

      Because of this we're unable to process a refund for this order at this time.

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

      Reference: 289596976

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

      Best,

      Grubhub

    • Initial Complaint

      Date:02/03/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I pay for a food delivery service that does not deliver food to my door. The drivers do not bother to buzz my apartment to be let in or to even come up to my door to deliver. They like to just leave the food in the entryway on the dirty floor where homeless people like to come in and get warm or the food can just get cold or anybody can just mess with my food. I have brought this issue up to GrubHub several times and all they offer me is a $5 credit or a $7 credit. I am tired of complaining to them and nothing ever gets resolved because the next time I order the food still does not get to me. When I pay for a service I expect for that service to be fulfilled. When you chat with them all you get is an automated our apologies that is not how we want our customers to be treated it's an auto-filled apology. But the next time it happens again. I am tired of this and it needs to be fixed. I want to know how are they going to fix it and how are they going to compensate me for the hours I spent chatting with them and the time that I've had to go downstairs to get my food when I have had four knee surgeries in the same knee so I have a bad knee. Also I've had a stop working during the day to go down and get my food because I ordered delivery while I was working and it did not make it to me. So please tell me how you are going to compensate me for that. I do not want any more credits to my GrubHub account.

      Business Response

      Date: 02/05/2025

      Hello,

      Thank you for reaching out to us and providing your honest feedback.

      We are sorry to hear your delivery instructions were not followed and that this is an ongoing concern. We appreciate when people make us aware of issues that happen in Care and with our Couriers. We will look into this to take any and all necessary corrective action internally.

      We offer Grubhub credits as an apology for the inconvenience caused for this type of issue reported, although the delivery orders were fulfilled. An updated email was sent to you on 2/5/2025, please refer to the request number below for more information.

      Reference: 289571036

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

      Best,
      Grubhub

       

       



    • Initial Complaint

      Date:02/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a couple taco meals and a pizza, I received the wrong order with someone else's name on the receipt, I contacted grubhub and they refused to make this issue right even though it is their fault. This is unacceptable!

      Business Response

      Date: 02/05/2025

      Hello,

      Thank you for reaching out.

      We're sorry to hear that you received the incorrect items in your order from Taqueria Olgys on Sunday, February 2nd, 2025.

      Unfortunately, you may have received an unusual number of refunds or concessions on this or previous accounts.

      Because of this we're unable to process a refund for this order at this time.

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

      Reference: 289594895

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

      Best,

      Grubhub

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an order from FIREHOUSE SUBS on 2/3/2025. Order #********-******* The driver **** had 2 deliveries from 2 different restaurants. He gave us the wrong order. When I called him to ask about it - he was old and confused and couldn't even understand english. I spoke in spanish, he noticed it was 2 different orders and left the wrong one. He then proceeded to tell me he would pick up my order from A STRANGERS HOUSE (who knows what happened to my food) WHICH IS ILLEGAL and against every HEALTH CODE VIOLATION! When I called Grubhub to just have my order remade and resent. They told me no. I asked for 2 managers they both told me no and to go "fck myself". How is this even legal? How is this allowed? I asked for a refund they again refused. I will take this to the ***. I want a full refund AND AN APOLOGY FROM GRUBHUB for putting my health at risk!

      Business Response

      Date: 02/04/2025

      Hello,

      Thank you for reaching out.

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

      Ref: 289441212.

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

      Best,
      Grubhub

    GrubHub is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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