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:02/02/2025

  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.

  When I signed up for Grubhub as a merchant I never received the admin portal login. I have orders come in and I fulfilled them. When I tried to get the direct deposit setup, I was unable to login to the admin account. I contacted ********************** on two occasions and both times they said they would follow up and closed the case. I haven't received my money for the numerous orders I fulfilled and its hard for a representative to get in touch to solve my admin issues.

  Customer Answer

  Date: 02/03/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/01/2025

  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.

  Yes I ordered from **** and received the wrong order, I made grubhub aware of this and attempted to get a refund for my order immediately . I was told many times that my order could not be refunded for no reason whatsoever! This is unacceptable!

  Business Response

  Date: 02/02/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 289363822.

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

  Best,
  Grubhub

  Customer Answer

  Date: 02/03/2025

   
  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:02/01/2025

  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.

  Spoke to an agent before I got my food, as I ordered my food over 40 minutes ago and I was still waiting, told agent I would probably not use GrubHub again and they told me if the food arrived cold to speak to support for a refund etc. The food arrived, EVERYTHING is cold and soggy as it had been sitting there on a counter in ********* for an hour before I even got it. I contact support like I was told, they refuse to give me a refund and choose to give me credit, I tell them I do not want credit, I want a refund as I will no longer be using grubhub(second time in the past 4 days my food arrived cold, for reference I only have 3 ORDERS on this account). What do they do? They continue increasing the amount of credit theyll give me, Im assuming they are trying to potentially bribe me or get me to let it go, I tell them 2 more times after this I do not want it, the amount goes from 5 to 7 and finally 10. Mind you I have continuously said I do not want credit and will not be using their app any longer, last time this happened I received a refund, this time suddenly I am unable to receive a refund?

  Business Response

  Date: 02/02/2025

  Hello,

  Thank you for reaching out. We're sorry that the quality of the items you received was not what you were expecting. 

  You were issued a partial refund for the affected items on your order.

  Ref: 288990678.

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

  Best,
  Grubhub

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22886014
  
  I am rejecting this response because: I would like a better response, what do you mean I was issued a refund? Are you saying you just issued one or I already was? As the only thing I was issued before this was the $10 CREDIT I specifically stated I would NOT used and have still not used since the day I got it, if you are talking about credit, I do not want that, I want a refund to my bank account as I refuse to use GH after these incidents 
  
  Sincerely,
  
  ******* J

  Business Response

  Date: 02/04/2025

  Hello,

  Thank you for reaching back out to us.

  We have sent an updated email confirmation regarding the partial refund processed to your original form of payment for the affected items reported. Please check your email and refer to the request number below for more information.

  Reference: 289515524.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  

   

  Customer Answer

  Date: 02/05/2025

   
  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,
  
  ******* J

• Initial Complaint

  Date:02/01/2025

  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 someone that orders from Grubhub very often and today I had a very unfortunate experience with five guys in Grubhub, and they refuse toamend it due to the fact that I have received concessions before, and the only reason why *** received concessions before was because they have a product and they dont have a very good delivery system and a way to communicate with your drivers for example Lets say I order from a restaurant and I want to reach out to my driver. It is like a ***** chance that the number that they provide will actually connect me to my drive. I have lost entire orders because of that fact. Often someone will just steal it or I just wont be able to find it and then the driver will just leave it anywhere remotely close to the drop off site and then leave it. This is the reason I have to have, what they claim to be more than then average number of complaints. Note: I do live in a college town so that might add to the scrutiny, however, this is an unfair and not a very professional and nice way to treat someone who orders food as much as I do from them. Its very annoying and I dont like to deal it, and the fact that they arent giving me the benefit of the doubt, nor will they even negotiate for a potential refund, considering that I am one of their consistent customers is beyond me. This is unprofessional. Its bad business and shame on them. I want a full refund and for them to fix my account.

  Business Response

  Date: 02/02/2025

  Hello,

  Thank you for reaching out to us.

  Please note, we have a specific team that deals with Campus orders, Please reach out to them for further assistance.

  Ref: 289239549

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

  Best,
  Grubhub

• Initial Complaint

  Date:02/01/2025

  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.

  1.31.25 I ordered my item at 6:45pm with the expected delivery date at 7:20pm. Yet my food arrived at 7:47pm. The chicken was cold and not at all what I expected. The salad was wilted. Not surprised.I made a complaint after receiving a measly $5 credit for the next order. Complained and they said they couldnt do anything else. To nobodys surprise, they definitely could.Complained and asked for a supervisor. Said best he could do was a $10 credit. Not enough actually because that didnt even equal my total. He offered another $10 after another complaint. Still not what i asked for I asked for a **** refund!! He said my order didnt meet the requirements for a refund?Tell me how that makes sense. Youre falsely advertising and youre giving me food that is a horrible representation of the place I ordered from. The food was terrible and it was because of your employee. So yes I wanted a refund and not credit to a future order.Why would I want credit to get the same crappy service and talk to more employees that cannot rectify complaints in the manner a customer asks?? I want a refund and I dont get why I cant get one unless I make a big deal and complain. And other complaints prove that this is a habitual occurrence at Grubhub.Surprised at how customers with the plus membership are treated.

  Business Response

  Date: 02/02/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 289348211.

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

  Best,
  Grubhub

• Initial Complaint

  Date:01/31/2025

  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 have had continual problems with food quality and items being delivered, and a lack of resolution on the part of customer care. In the past they have refunded me my money when I had concerns. Today, January 31 2025, I ordered from Burger King through GrubHub. $86 in food for my family. It took over an hour to receive, and was cold to the point of inedible. I contacted customer care requesting a refund, and they only offered me a $5 credit. Multiple times I told them rhe credits were unacceptable, especially for the amount I paid in food. They have refunded me for cold food in the past without issue. They transferred me to a supervisor who tried to tell me they don't give refunds for cold food (a lie since as I have previously been refunded for this issue without a problem multiple times), and tried to give me $50 in credits with a 30 day limit on them. Again I said it was unacceptable, since I plan to delete my account after this order because I am tired of issues with almost every order I receive. When they refused, I told them to keep the credits, I am deleting my account, and I am finally filing a complaint on here.

  Business Response

  Date: 02/02/2025

  Hello,

  Thank you for reaching out.

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

  Ref: 289227112.

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

  Best,
  Grubhub

• Initial Complaint

  Date:01/31/2025

  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 just realized that GrubHub has been charging me for a service which they do not provide. They were purchased by ********* and the app is no longer functional. I called them and they were only able to cancel one month. I was charged hundreds by Grub Hub. This practice, if done with thousands of users, could mean millions of fraudulent charges.

  Business Response

  Date: 02/02/2025

  Hello,

  We are sorry to hear that you were charged for a Grubhub Plus membership that you did not recognize.

  Please see email that we have sent you with the instructions of disputing this charge with your bank.

  Reference: 289345809

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

  Best,
  Grubhub

• Initial Complaint

  Date:01/31/2025

  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.

  Complaint Summary for BBB Yelp/GrubHub Unauthorized Charge I was charged for an unauthorized GrubHub order placed through a fraudulent Yelp account created using my personal information. I have never used GrubHub, yet Yelp initially claimed the order was placed using unique information consistent with previous orders on my account. This is false, as no prior orders exist.After multiple contacts with Yelp and GrubHub, they admitted the account was fraudulent and has been blocked due to suspected fraudulent activity. Despite confirming this, Yelp refuses to issue a direct refund and instead tells me to dispute the charge with my bank, a process that could take up to 90 days. This delay is unacceptable when they already know this was fraud.Yelps handling of this situation is contradictory and negligent. First, they falsely claimed the transaction was consistent with my past usage. Then, after acknowledging the fraud, they still refused to resolve it. A company that facilitates transactions should promptly refund fraudulent charges rather than force consumers into lengthy disputes with their banks.This was not a simple case of unauthorized card use. Someone created a new Yelp account with my personal details to place an order. **** allowed the transaction, later confirmed it was fraud, yet still refuses to refund me. This demonstrates a failure in consumer protection and a refusal to take responsibility.I am requesting Yelp/GrubHub:1.Issue an immediate refund for the unauthorized charge.2.Provide written confirmation that this was a fraudulent transaction.3.Outline what security measures they will take to prevent further fraudulent use of my information.Yelp and GrubHub must take responsibility for fraudulent transactions on their platform instead of shifting the burden onto the consumer. I expect an immediate resolution.

  Business Response

  Date: 01/31/2025

  Hello,
  
  Thank you for reaching out.
  

  We are sorry to hear your financial information was used on Grubhub without your authorization.

  At this time, we recommend that you contact your financial institution to dispute your unauthorized charges and secure your financial information further.

  Reference: 289083934
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22883717
  
  I am rejecting Grubhubs response because it fails to acknowledge their responsibility in securing my account and issuing a direct refund for this fraudulent transaction.
  1. This was not just unauthorized use of my cardsomeone took over my Grubhub account by changing the email and using my stored payment information, which Grubhub was responsible for securing. Instead of addressing this failure, Grubhub is shifting the burden onto me to dispute the charge with my bank, which could take up to 90 days.
  2. Contradictory statements from Yelp/Grubhub:
   Initially, ******** *. (Yelp Advanced Transaction Review) stated:
  We reviewed the order and found it was placed using unique information consistent with previous orders on your account.
   Later, she admitted:
  We were able to trace this transaction back to an account that has now been blocked from all our sites due to suspected fraudulent activity.
  This contradiction proves that Grubhubs system failed, allowing a fraudulent user to gain access to my account, change my credentials, and place an order. If Grubhub acknowledges this was fraud, they must refund the charge immediately.
  3. Grubhub must issue a direct refund and improve security:
   Since they confirmed this was fraudulent activity, Grubhub should have immediately canceled the order and refunded my money, rather than forcing me into a bank dispute.
   I also need confirmation that Grubhub is taking proper security measures to prevent this from happening again.
  
  Requested Resolution:
   Grubhub must immediately issue a refund for the fraudulent charge.
   Grubhub must confirm what steps they are taking to prevent unauthorized account takeovers.
   Grubhub should not shift responsibility onto me when their platform allowed this security breach.
  
  Until these steps are taken, I am rejecting their response.
  

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

  Business Response

  Date: 02/04/2025

  Hello,

  Thank you for reaching back out to us.

  We have previously informed you that we have investigated this and cannot identify a Grubhub account under your name regarding this unauthorized charge to your card.

  We recommend contacting your bank or credit card company to dispute this charge and further secure your financial information.

  Reference: 289083934
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub
  
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22883717

  I am rejecting Grubhubs response because they continue to ignore key details and refuse to acknowledge their responsibility in securing my account and refunding the fraudulent charge.
  1. Grubhub is refusing to acknowledge that my account was taken over, despite the fact that I have provided the order number multiple times. Their continued claim that they cannot identify a Grubhub account under my name is misleading and dismissive. Someone changed my account email and placed an order using my stored payment information, which Grubhub was responsible for securing.
  2. This underscores the inferior quality of Grubhubs fraud prevention and customer service:
   I have already provided the order number (#***************) repeatedly, yet they continue to claim they cannot locate an account under my name.
   They initially stated the order was linked to unique information consistent with previous orders, and later admitted that the fraudulent account was blocked due to suspected fraudulent activity.
   These contradictory responses demonstrate either a lack of internal communication or a deliberate refusal to take responsibility for their security failure.
  3. Grubhub should refund the fraudulent charge directly:
   They acknowledge this was fraud by blocking the account, yet they are refusing to take corrective action by issuing a refund.
   Instead of properly addressing this, they are passing the burden onto me by insisting I dispute the charge with my bank, which could take up to 90 days.
   This is unacceptable, and it is Grubhubs responsibility to ensure unauthorized charges on compromised accounts are promptly reversed.
  
  
  Requested Resolution:
   Grubhub must immediately issue a refund for the fraudulent charge.
   Grubhub must confirm in writing that this transaction was fraudulent.
   Grubhub must provide details on how they will prevent future account takeovers instead of shifting responsibility onto consumers.
  
  
  Until these issues are properly addressed, I am rejecting their response. Their refusal to take responsibility for a clear security failure is completely unacceptable.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/06/2025

  Hello,

  We have looked into the unauthorized charges made to your method of payment without your authorization.

  We apologize for any incorrectly identified assessment of your fraudulent order claim during initial review, and we appreciate you reaching back out so that we were able to reassess the issue. As previously communicated, we have taken appropriate steps to stop this from occurring in the future, but are unable to provide additional details regarding internal processes.

  Identity theft and fraudulent charges are a serious issue, and as such can not be resolved at the point of purchase (in this case Grubhub via Yelp). These issues must be reported to your financial processor, and they will assist you with next steps in ensuring the security of your financial account information.

  Reference: 289083934

  Let us know if theres anything else we can help with at ******************************************************

  Best,

  Grubhub

• Initial Complaint

  Date:01/31/2025

  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.

  Grubhub overcharged me for a meal. This was made right through their Grubhub Guarantee program which applied an $8 credit to my account.I was never old this refund had a shelf life of 30 days and it appears to have expired 4 days ago while I was traveling.Grubhub needs to grant me this refund today or I will have to file a chargeback on my card for the meal I was overcharged for

  Business Response

  Date: 02/01/2025

  Hello,

  Thank you for reaching out to us.
  
  We are very sorry about any confusion regarding the expired Grubhub credit. Our records show a new $8 code was sent to replace the previously expired Grubhub credit as requested on 1/31/2025. We have sent an update regarding this issue to your email.
  
  Reference: #*********.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  

   

• Initial Complaint

  Date:01/30/2025

  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.

  Ordered food. Delivery was VERY late. Food was cold, state, inedible. **************** refused to replace food or issue refund. I have had an issue in the past and they did refund it but refuse to fix this order. Their excuse is saying that I've had excessive claims but I've only had one. This is a common issue with this company. I am going to go the legal route if they do not comply

  Business Response

  Date: 02/01/2025

  Hello,
  
  Thank you for reaching out.

  We're sorry to hear that your recent order from ******* Teriyaki arrived late and cold on January 30th, 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: 289259390
  
  We hope this helps, but please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub