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:05/28/2025

  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 paid over $40 for a Grubhub order that arrived completely inedible. The rice was mushy, crawfish tails rubbery, shrimp were black, and the bag had spilled juice all over the food.I requested a refund under Grubhubs own policy, which states customers are eligible for refunds if the food is poor quality or damaged.Instead, I was told I was being denied due to past refunds on a different account, which has nothing to do with this order. I was then hung up on twice after asking to *********** requesting a full refund for the order, and to be treated fairly per the policy Grubhub claims to uphold.

  Business Response

  Date: 05/29/2025

  Hello,
  

  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order(s) for the item(s) you reported as affected. The adjustment was processed on 5/29/2025 in the amount of $34.28.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: 297965516

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

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/27/2025

  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 work for a medical device company. I had an in-service scheduled on 5/25. I placed an order through GrubHub for several cartons of coffee through *********. The store appeared in the list of open businesses at the time. I placed the order at 07:39 am. I got a message that my order was being prepared and would arrive between 8:06am - 8:21am. At about 8:15am, I realized that the order had not advanced. I looked up the ********* store on the internet and it showed as closed!I reached out to GrubHub and asked them to cancel the order right away and refund my purchase. When I got my credit card statement, I see that the purchase went through. They gave me GrubHub credit instead of refunding my card. Being part of a healthcare company, I need to account for every dollar intended to be spent on a healthcare professional. I received nothing and was charged $101.26 from GrubHub. When I contacted them today and asked repeatedly for a refund, they said that they had already issues the store credit and were unable to refund me.

  Business Response

  Date: 05/28/2025

  Hello,
  

  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on 5/28/2025.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

  Reference: 298010461

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

  Customer Answer

  Date: 05/31/2025

   
  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:05/27/2025

  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.

  On May 26, 2025, I placed an order for essential cat food and my own meal. The driver took over one hour to get to the store, then canceled the order. At 10:40 PM, I chatted with first ***** and that led to a night of speaking to three different *****s and a supervisoreach promised my delivery would arrive and resolve the delay, but nothing was done. My cat who is a senior and does not do well eating dry food went hungry overnight. I do not drive and I had not *** ablr to obtain money until that night. Then after waiting over 2 hours the delivery was canceled - it was now too late to order elsewhere and my only money was taken and I would have to wait for a refund. Grubhub issued $25 in goodwill credit. However, the next day when I try to place a new order, the system says promo used, and I cannot apply that credit. I have never used it. Additionally, the app now blocks me from accessing customer support without an active order.Impact: This failure endangered my cats well-being and caused undue stress. I had to scramble for one can of food and still cannot feed my pet properly.Resolution requested:Unlock and restore the full $25 credit immediately.Fix the app/website bug blocking support access.

  Business Response

  Date: 05/28/2025

  Hello,
  

  Thank you for your inquiry regarding the Grubhub Credit applied to your account. 

  We have reviewed your concern and can confirm that the credit was successfully applied to your orders.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
  

  Reference: 298008400
  

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

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing complaint as I didnt receive the order I placed through grubhub and grubhub refused to refund nor assist me *************** This order 57.12$ from playa bowls

  Business Response

  Date: 05/28/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 5/28/2025 in the amount of $57.12.

  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.

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

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

• Initial Complaint

  Date:05/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order last week May 21, 2025 with grubhub and no driver showed for my food delivery. I asked live chat for a refund to my card but instead they gave me a grubhub credit with an EXPIRATION DATE. I told the live chat I DID NOT want a credit and to refund my card. They are saying they can only credit my grubhub account. I will not chance ordering with them again because if a driver doesn't show they will keep your money.

  Business Response

  Date: 05/28/2025

  Hello,
  
  We have looked into your issue regarding your refund for your order on May 21, 2025.  We have submitted the request for the refund to be processed.  You will receive an email communication once the refund has been processed.
  
  Reference: 29797230
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:05/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through the Grubhub app. I ordered Dairy Queen in the amount of $26.59 or a little more. The order was cancelled by the app and my money was never refunded even after the allotted days. I requested a credit to my Grubhub account in that amount so it can be used and three times now Ive been given the run around and told that I would receive an email. I just want a credit in the full amount credited to my Grubhub account for use.

  Business Response

  Date: 05/28/2025

  Hello,

  Thank you for reaching out to us.

  We apologize for any misunderstanding or inconvenience that may have occurred. We are including a bit more information to help explain how the funds from this transaction may be processed and returned to you.

  When your financial institution receives confirmation of the voided authorized amount for the transaction, it falls off of your statement altogether. This occurs because it was voided prior to being settled with your financial institution. 
   
  Please refer back to your financial records and confirm that the charge of $24.10 in question does not appear for 5/17/2025 for your order from Dairy Queen. 

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

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

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23379643
  
  I am rejecting this response because:

  My money was never refunded to me. 

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

  Business Response

  Date: 05/30/2025

  Hello,

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

  We have provided documentation to confirm your funds are not being held by Grubhub. 
  
  At this time, we recommend contacting your financial institution for the best assistance with your account balance. Your financial institution will be able to assist you with any discrepancies and confirm your transaction history. 

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

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  Date:05/25/2025

  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 5/25/25 I placed an order on the app for 5 items from Wingstop for ***** . I also paid extra for "faster" delivery. My Food arrived late. It was the incorrect order . When I reached out for assistance, all I was offered was a excuse of denied refund. Paying $***** to have an incorrect order delivered is absolutely unacceptable. We ordered from here despite poor previous service. Once again, items are missing! Either the driver made a mistake or didnt pick up all of them. We use their service most due to faster delivery despite all their flaws because we trust they will be an honest business and rectify the issues they have with their service. Instead of issuing a refund, they offered a weak explanation, claiming Im ineligible due to an 'unusual number of prior contacts.' However, Im a new customer with no previous history on the app, and they also stated there was no change to my statusmaking their reasoning even more confusing.Their refusal to refund me has nothing to do with the specific incident, which they admitted happened. I paid for a meal, did not receive what I ordered, and was told that because of my account history, I am no longer eligible for refund when their service fails.This is unethical and unacceptable. A pattern of mistakes on their end should not result in customers being punished or denied their rights. Their policy essentially punishes repeat victims of bad service. We will never use this service again. The representatives have been rude, and refusing to refund us for products that were never received is both unacceptable and borders on fraud. We expect a full reimbursement and will be permanently deleting our account If this issue is not resolved promptly, I will have no choice but to pursue legal action.

  Business Response

  Date: 05/27/2025

  Hello,
  
  We apologize for the inconvenience you experienced with your recent order and regret that our customer care team was unable to provide the resolution you were hoping for.
  
  After reviewing your account and the details of this order, we are unable to offer a refund or concession at this time. While your account remains active for future orders, please be aware that you may not be eligible for further compensation due to the frequency of refund requests on this or previous accounts.
  
  Reference:  297805279
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:05/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two credits with grubhub one for 17 dollars and one for *****. The last credit if ***** was for grubhub themselves canceling my order. I have always asked for my money back in my bank cards but they claim there is no way they can do this. I asked for a supervisor and they said they will file a ticket and I will be contacted by email. I have not received an email and tired of the run around . I would like my credits with grubhub put back on my bank card used. I tried to just use the credits today so I can delete the app as I am no longer going ti use grubhub but they are telling my so cant use all of my credits at once. So I cant get my money back in the card and cant use my credits to pay for an order. This is a ripoff

  Business Response

  Date: 05/27/2025

  Hello,
  
  Thank you for your inquiry regarding the Grubhub Credit applied to your account.

  We understand your concerns regarding the issues with your order.

  The credit was applied to provide a swift resolution, allowing you to reorder immediately.

   We have escalated this request to the appropriate team for further review and they will reach out to you directly once completed.

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

  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  
  

• Initial Complaint

  Date:05/25/2025

  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 today at 1:46am Sunday May 25th. The order was for ********** The driver was not able to fufill my order and Grubhub KNOWS THAT yet wont provide a refund. ive contacted them multiple times and they give me the same bot response. Its time for this place to get shut down. They told the driver to mark the order as delivered knowing the order wasnt going to be able to be fulfilled yet you guys told him mark the order as delivered. I want my money back. I plan to sue this company this is ridiculous. Horrible **************** they all repeat the same thing like they are robots. They purposely did this, they are scammers beware!

  Business Response

  Date: 05/27/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on May 27, 2025 in the amount of $11.06.
  
  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
  
  Reference: 297922371
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

• Initial Complaint

  Date:05/25/2025

  Type:Sales and Advertising 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 ordered pizza and due to a typo the address I ordered to was wrong, I tried to change the address but the site wouldnt let me I contacted Grubhub support and asked them to change the address and they said they couldnt so I asked them to contact the merchant and have them deliver to the right address for some unknown reason the merchant refused to deliver to my a right address so I never got my food? I asked Grubhub to cancel the order and they said they wouldnt, they wont cancel the order that is still open btw because the order never got delivered, Grubhub lied and said the merchant said they would request to cancel the order and they never did, I will be posting the fraudulent restaurant and grubhubs scamming selves to my 40k Instagram followers, both companies need to be exposed

  Business Response

  Date: 05/27/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the items you reported as affected. The adjustment was processed on 5/27/2025 in the amount of $26.78.
  
  For further details, please check your email, as we have provided additional information in that communication. We apologize for any inconvenience this may have caused.
  
  Reference: #*********.
  
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub