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: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.

  I placed a delivery order on Grubhub on Jan 30th around 3:07pm with Grubhub. And my order number is #********-3098529 I ordered two boxes of fleet e**** (7.5ml each and 4 counts in one box) and no substitute needed if the item I want is out of stock. But I got two boxes of fleet e**** in 133ml and 2 counts in one box. The dasher delivered totally wrong items to me. And according to the receipt, those two boxes of fleet e**** only costs $8.88 which is much less than I paid to Grubhub for my order. When I realized I received wrong items, I talked to Grubhub ************* immediately and explained what happened to me. But they refuse to refund or offer any compensation to me. I got photos of the wrong items with receipt ( the time stamp is on the receipt to prove the dasher bought wrong item for me) Now Im requesting my money back like fully refund.

  Business Response

  Date: 02/01/2025

  Hello,
  
  Thank you for reaching out.

  We're sorry to hear that you received the incorrect items in your order from CVS on Thursday, 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: 289263439
  

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

  Today I made a lunch order with GrubHub at a local fast-food Boa shop for a lunch. With GrubHub's fees and $7 tip I authorized ahead of time, the bill came out to 30 dollars. I was quoted a delivery time of between 1:08 and 1:18pm and the order was assigned a delivery driver. That driver then proceeded to drive past me, past the restaurant, and drive a half hour north, ensuring there was NO WAY he could get back to the restaurant by 1:30 let alone in the quote window. I immediately contacted Grubhub when I saw this and asked that they give the order to another driver or cancel the order. I was also told that if the order didn't arrive by 1:18 I would be entitled to a refund.I attempted to reach out to their customer service again, again asking that they refund the order or send it to another driver. This time they told they could not because the restaurant had already begun making the order, but they again assured me that the meal would be delivered no later than 1:18pm and that I would be entitled to a refund if it was late.After 1:18 I contacted them a third time, and asked for the refund. It was refused, and I was offered a $5 dollar coupon as compensation. I informed them at that point that I did not feel like the order I had made was fulfilled and did not consider the matter resolved. I additionally asked that they withhold the tip since the driver hadn't earned it. They assured me they would do so and that I would receive an e-mail notification.That notification informed me that they ADDED a $7 tip to the order, increasing the driver's tip to %60 of the meal's cost. I very much feel like the victim of theft by wirefraud at this point.

  Business Response

  Date: 01/31/2025

  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:  289216145
  

  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:01/30/2025

  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.

  On Tuesday, January 21, 2025, an unauthorized order was placed on Grubhub using my credit card information without my consent. The order number was #***************. This is my second time reaching out to Grubhub to seek a resolution, yet the issue remains unresolved.The initial representative, ***** *., had no intention of resolving the issue and instead provided the following response:Thank you for contacting us about the unknown charge on your statement. We are sorry to hear your financial information was used on Grubhub without your authorization. We have investigated this and cannot identify this charge on your Grubhub account. It is possible that your card was compromised in some way outside of Grubhub.She then added:Because this charge is not under your Grubhub account, we are not at liberty to refund this charge. If this charge was made without your authorization, we recommend contacting your bank or credit card company to dispute it.I pushed back, providing the exact order number, yet Grubhub still refused to take responsibility or investigate further.I then escalated the issue, and ****** *., a supervisor, confirmed that no resolution had been provided and that my case would be resubmitted for review. However, despite this, I have still not received any meaningful response from Grubhub or confirmation that they are addressing the fraudulent transaction.Requested Resolution:A full refund for the unauthorized charge.A proper investigation into how my payment details were used on their platform without my consent.Accountability from Grubhub instead of dismissing legitimate fraud cases.Grubhubs handling of this situation has been dismissive, and their lack of action leaves customers vulnerable to fraud. I request ********************* assistance in ensuring they address this matter properly.

  Business Response

  Date: 01/31/2025

  Hello,

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

  We have previously investigated this and cannot identify a Grubhub account under your name with this charge. We recommend contacting your bank or credit card company to dispute this charge and further secure your financial information. 

  Reference: 289184518

  If you have any questions or concerns, please contact us at *****************************************************
  
  Best,
  Grubhub
  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22877651
  
  I am rejecting this response because:

  Grubhub falsely claims that because I do not have a Grubhub account, they are not at liberty to refund this chargeand that this charge is not under a Grubhub account that I own. These statements are completely inaccurate and deliberately misleading.
  
  Key Facts Supporting My Claim:
   A fraudulent order (#***************) was placed on January 21, 2025, using my stolen payment information.
   A fraudster accessed my Grubhub account, changed my email address, and placed the order using my personal details.
   The order still contains my name and personal information, proving that this was linked to my identity.
   Grubhubs own agents acknowledged the existence of this order when I provided the order number.
   Grubhubs system was compromised, allowing an unauthorized party to modify my account, change my email, and use my stored payment information without my consent.
  
  Why Grubhub is at Fault:
   Grubhub falsely claims I do not have an account when, in fact, my account was accessed and altered without my authorization.
   Their system allowed a fraudster to change my account details and complete a transaction using my stolen financial information.
   Instead of investigating, Grubhub is attempting to avoid responsibility by claiming I do not have an account. This is a blatant attempt to dismiss a valid fraud claim.
  
  Requested Resolution:
  1. A full refund for the unauthorized charge linked to Order #***************.
  2. A formal investigation into how Grubhubs system allowed someone to modify my account, change my email, and place an order using my payment details.
  3. Grubhub must acknowledge their systems failure in preventing unauthorized account modifications and fraudulent transactions.
  
  This is a clear case of fraud and a failure on Grubhubs part to protect customer accounts. Their refusal to issue a refund by falsely claiming that I do not have an account is an attempt to avoid accountability.
  
  I am requesting that the BBB continue to push for a resolution, as Grubhub has failed to properly address the situation. Please let me know the next steps regarding this case.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/04/2025

  Hello,

  Thank you for reaching back out to us.

  We have concluded an investigation of your request and confirmed that this charge was not located under a Grubhub account that you own. Since this charge was made without your authorization, we recommend contacting your bank or credit card company to dispute it further. 

  Reference: 289184518.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22877651
  
  I am formally rejecting Grubhubs response as it contains false and misleading information regarding my case.
  
  Grubhub falsely claims that because I do not have a Grubhub account, they are not at liberty to refund this chargeand that this charge is not under a Grubhub account that I own. These statements are completely inaccurate and deliberately misleading.
  
  Key Facts Supporting My Claim:
   A fraudulent order (#***************) was placed on January 21, 2025, using my stolen payment information.
   A fraudster accessed my Grubhub account, changed my email address, and placed the order using my personal details.
   The order still contains my name and personal information, proving that this was linked to my identity.
   Grubhubs own agents acknowledged the existence of this order when I provided the order number.
   Grubhubs system was compromised, allowing an unauthorized party to modify my account, change my email, and use my stored payment information without my consent.
  
  Why Grubhub is at Fault:
   Grubhub falsely claims I do not have an account when, in fact, my account was accessed and altered without my authorization.
   Their system allowed a fraudster to change my account details and complete a transaction using my stolen financial information.
   Instead of investigating, Grubhub is attempting to avoid responsibility by claiming I do not have an account. This is a blatant attempt to dismiss a valid fraud claim.
  
  Requested Resolution:
  1. A full refund for the unauthorized charge linked to Order #***************.
  2. A formal investigation into how Grubhubs system allowed someone to modify my account, change my email, and place an order using my payment details.
  3. Grubhub must acknowledge their systems failure in preventing unauthorized account modifications and fraudulent transactions.
  
  
  Public Warning to Future Customers
  
  
  Let the record reflect the manner in which Grubhub handles serious concerns such as these. Despite clear evidence of fraud and unauthorized account access, ********************** has refused to take responsibility and rectify the issue.
  
  
  This should serve as a warning to any future customers considering using *********************** services. If your account is ever compromised, do not expect any accountability, assistance, or resolution.
  
  
  Avoid this company at all costs.
  
  
  I am requesting that the BBB continue to push for a resolution, as Grubhub has failed to properly address the situation. Please let me know the next steps regarding this case.
  
  Sincerely,
  
  ******* ******

• 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, was provided a required pin for driver. Food never delivered false pic sent of a food bag( ordered pizza) driver sent harassing texts demanding pin. I called *********************** times and was told no refund even though I followed guide lines of pin process. Police contacted and provided driver information for theft against customer. ******************** named in report for theft by deception and unfair business practices and harm against disabled persons.

  Business Response

  Date: 01/30/2025

  Hello,
  
  We have received your updated request. 
  
  Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved. You may have received an unusual number of refunds or promo codes on this or previous accounts which is why you were previously denied of the refund requested. 
  
  We have since processed a one time courtesy refund for this order and sent a confirmation email but will continue to review each request received independently.
  
  Reference: 289072507
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  

  Customer Answer

  Date: 01/31/2025

   
  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: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.

  I ordered a meal from ********* through Grubhub's mobile app at 1:32 p.m. on Tuesday, January 28th. After waiting over 1 1/2 hours for it to arrive, I tried to contact the driver assigned to my order, and, when they failed to respond, I chatted with ************* as suggested by the app around 3:00. They told me to continue waiting "until" the food arrived, and gave me a coupon worth $5 to use on a future Grubhub order. They additionally said that due to me having made other recent complaints [all legitimate and resolved], this was all they could do for me; however, when I asked, they said to contact them again if the order did not arrive or had further issues. I then waited another full hour and a half; around 4:40 the order switched to showing as "Delivered". However, the delivery confirmation photo was quite literally of a random parking lot, not even a house, let alone mine. The driver also never responded to my texts trying to ask about the problem. I checked around my house anyways, but I most definitely did not receive my food. I then opened the ************* chat again, and I pointed out that there were multiple massive issues, most notably that my order did not arrive even after 3 hours of waiting. They told me they'd already given me compensation for this order and they therefore could not do anything for me, and closed the chat abruptly. I then sent an email to their corporate customer service account, ************************************* and explained the situation. However, as they'd stalled until the end of the business day, I didn't receive a reply until the next afternoon i.e. the 29th. It read as follows:"Thank you for taking the time to share your experience with us. I'll make sure the entire incident is noted. Unfortunately, Im unable to provide you with a refund or concession at this time. There has been no change to your status."and was from one **** *** **** of the "Diner Experience Team".Relevant images attached.

  Business Response

  Date: 01/31/2025

  Hello,
  
  Thank you for reaching out.
  

  We're sorry to hear about the trouble you experienced with your order from Taco **** on January 28th, 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: 289205636
  
  Please let us know if you have any other questions at ******************************************************
  
  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: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.

  Dear Better Business Bureau,I am filing a formal complaint against Grubhub for failing to deliver my order correctly and refusing to issue a refund.On 1/25/25, I placed an order through Grubhub totaling $19.25, ensuring that my correct delivery address was entered. However, due to an apparent system error in the Grubhub app, the driver was given a different drop-off location than what I had originally provided. As a result, my order was never delivered to me.Upon realizing this issue, I immediately contacted Grubhubs customer service. I provided screenshots (see attachment) proving that my address was correct in my order details and on ****** Maps, yet incorrectly displayed on Grubhubs map. Despite this clear evidence, the customer service representative refused to issue a refund, citing that the order was marked as successfully delivered and that a delivery code was provided. However, I never received the order nor provided any code, which raises serious concerns about Grubhubs delivery verification process.This practice is unfair and deceptiveGrubhub cannot keep a customers money for a service that was not fulfilled due to their own systems error. At this point, it feels like I have been scammed out of my money.I am seeking a full refund of $19.25 and a resolution to prevent this from happening to other customers. If ********************** continues to ignore this issue, I will consider further actions, including reporting this matter to consumer protection agencies and exploring legal options.I appreciate the BBBs assistance in holding Grubhub accountable for its unethical business practices.

  Business Response

  Date: 01/31/2025

  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 issued a refund for your order on 1/30 and have reached out to you via email to confirm these details. 

  Ref: 289188990
  

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

  Best,

  Grubhub

• Initial Complaint

  Date:01/29/2025

  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 simply have become unhappy with the performance of this company. Therefore began an attempt to cancel my account which includes a monthly subscription fee that I elected earlier. Information on how to buy this subscription was blasting on my app until I bought it. Now that I wish to cancel they have made it a complete hassle and informed me will take up to 45 days.These tactics should be looked at by officials. It is purely an attempt to harvest more money and keep customers hostage. Unfair consumer practices.

  Business Response

  Date: 01/30/2025

  Hello,

  Thank you for reaching out to us.

  We have received your request and sent an email to you on 1/30/2025, to confirm the account was successfully deactivated on 1/29/2025.

  Reference: 286467624
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub
  
  

  Customer Answer

  Date: 01/31/2025

   
  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:01/28/2025

  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.

  This has occurred several times with today being the most recent (1/28/25)I am formally expressing my concern regarding the repeated issue of Grubhub drivers placing my food directly on the ground, despite my delivery instructions clearly stating Hand deliver only please do not put food on the ground.This raises serious food safety concerns, as it suggests that drivers may not be adequately trained in proper food handling procedures. Given that Grubhub drivers are not required to complete food safety courses, I worry that this lack of training could eventually lead to someone getting sick due to mishandling. The driver even sent me a picture of my food on the ground which is insulting.I kindly ask that Grubhub take action to address this issue by implementing stricter guidelines for drivers regarding food handling and delivery hygiene. Proper training and enforcement of sanitary delivery practices would greatly improve customer confidence and safety.

  Business Response

  Date: 01/30/2025

  Hello,
  
  Thank you for reaching out.

  We're sorry to hear that your delivery instructions were not followed on your recent order from Tuesday, January 28th, 2025.

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

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

  Reference:289113604
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  
  Grubhub

• Initial Complaint

  Date:01/28/2025

  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.

  On Jan 28, 2025, I ordered soup to be delivered from Grubhub due to having the flu and being unable to drive anywhere. The delivery driver left a photo of my order on top of a random white car. With ***** fever, I left my apartment in the freezing cold to go search for my soup. It was no where to be found, so I contacted grubhub for a resolution. They offered me a $5 coupon for a $23 order that I never received. In essence, this business charged me for something I never received while very very ill. This is an extremely evil business practice. I am planning to dispute the charge with my bank as I should not be entitled to pay for something that I did not receive.

  Business Response

  Date: 01/30/2025

  Hello,
  
  Thank you for reaching out, we are sorry to hear you experienced trouble with your recent Grubhub delivery order.
  
  Upon looking into your account it appears that we are unable to provide a refund for your recent Grubhub orders because you may have received an unusual number of refunds or promo codes on this or previous accounts. Please check your email and complete the refund appeal link sent on 1/20/2025.
  
  Reference: 289081518.

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

• Initial Complaint

  Date:01/28/2025

  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 had an issue with my order being raw and not same to consume and Grubhub gave no resolution to this despite the fact that their restaurant told me themselves that Grubhub SHOULD refund the order for me when I reached out to them directly. I need a full refund back to my card.

  Business Response

  Date: 01/29/2025

  Hello,

  Thank you for reaching out to ***
  
  We're sorry to hear about your recent ordering experience with us and that our customer care support team was unable to provide you with the resolution you were seeking. 
  
  Upon review of your account and this order, we are unable to provide you with a refund or concession at this time. You may continue to use your account to place orders; however, you may be ineligible for further compensation due to the unusual amount of refund assistance on this or previous accounts.
  
  Reference: 289024886
  
  If you have any questions, please feel free to contact us at ************************************************************;
  
  Best,
  
  Grubhub
  

  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22868157
  
  I am rejecting this response because I'd like a one time exception.
  
  Sincerely,
  
  ***** Seasure

  Business Response

  Date: 01/31/2025

  Hello,
  
  Thank you for reaching back out to us.
  
  We have received your request but we are still unable to provide you with a refund or concession at this time. You may continue to use your account to place orders; however, you may be ineligible for further compensation due to the unusual amount of refund assistance on this or previous accounts. At this time, there has been no change to this status.

  Reference 289024886.

  We sincerely apologize for the inconvenience!
  
  If you have any questions or concerns, please contact us at *****************************************************
  
  Best,
  Grubhub