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:05/24/2025

  Type:Order 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 was offered a one year Metro NY 1 membership of GrubHub+ free, which I accepted. They then cancelled it from their end and refuse to reinstate it despite that I didn't cancel it. Requesting full reinstatement of this offer.

  Business Response

  Date: 05/25/2025

  Hello,
  

  We have reviewed your concern about your Grubhub+ membership. 

  We are very sorry but we do not have the ability to reinstate a membership once it has been canceled, and upon further research can find no interaction where this membership was canceled by one of our representatives.

  ref: 297496291

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

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23374674
  
  I am rejecting this response because: I have never cancelled this from my end and this company is lying/scammed me.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/29/2025

  Hello,

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

  We have previously reviewed your concern about your canceled Grubhub+ membership. 
  
  Our records show the membership was canceled on your end the same day the trial started, in which we do not have the ability to reinstate a membership once it has been canceled. 
  
  Reference: #*********.
  
  Please let us know if you have any other questions at ***********************************************************;

  Best,
  Grubhub
  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23374674
  
  I am rejecting this response because:
  

  I never cancelled this and you scammed me and are gaslighting me instead of reinstating it. Nice try though. Please reinstate or the review stays no matter how hard you try to gaslight me. You are unacceptable customer service! 

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

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I placed an order through Grub Hub for 2 sandwiches and 2 drinks from ***********. About a year ago I reopened my Grub Hub account when free membership was offered for ****** Prime subscribers Prior to that I had chosen not to use Grub Hub due the number of errors I endured with my orders. I called each time there was a mistake When I decided to try Grub Hub again it went well for a brief period of time. I have been bed bound for about 5 years and the delivery service is very helpful Then the problems began again. The first time it was an order where I was sent a diet soda instead of regular. I cannot drink diet drinks so I called grub hub expecting they would refund the cost of the drink. Instead I was told that, due to too many complaints in the past, they would not do anything to correct the problem. I explained it had been years since I had used grub hub and had just recently reactivated my account. I asked for verification of my complaints and they said the don't keep that information on file. So they actually have no proof that I ever received any reimbursement ever. Since then my orders have mistakes about half the time. And each time I call they give me the same response. I plan of calling my bank on Monday to dispute the charge. I use Grub Hub far less than I did before. I've been a good customer but obviously they do not value that To me this is theft by deception. The restaurant gets their money, Grub Hub gets their money, the driver gets their money. Me? I get incorrect orders and indigestion from the stress! Please help

  Business Response

  Date: 05/24/2025

  Hello,
  
  We apologize for the inconvenience caused by issues with orders. We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided. To assist you further, please reply with the account email address, phone number, or order number associated with your concern.
  You can also reach out to us directly at: ***********************************************************;
  
  Best, 
  Grubhub

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 5/22/25 from Grubhub to deliver take out from ***********. The order was marked delivered, 6 minutes early. I ran outside and saw absolutely nothing. I checked other homes, nothing outside of the homes on my block. Driver claims to deliver but was not helpful. Customer support told me they will not help as I had previously filed complaints. However, as a customer, I have the right to file complaint for what I paid for that was not provided to me. They took my money. I received nothing. This is theft. Please help.On 5/23/22 (see screenshots) I had a follow up chat to request the transcript from the chat on 5/22/25 denying me of a refund or replacement, essentially stealing my money. The agent was hostile with the threat of "if there are no other persisting issues that I can assist you with, I will need to disconnect the line (chat)" - I have never seen this type of hostile remark in any communication with customer support anywhere. This seemed like a way to exit from the crime ASAP. There is clearly something corrupt here and I am reporting this as there may be others affected this way. I need my money refunded. A promise was not delivered.With EVERY order before, the driver provided a photo for proof of delivery. This time they did not. This was a very strange and isolated experience which seems to be planned. They are likely intentionally ripping off customers.

  Business Response

  Date: 05/24/2025

  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 May 24, 2024 in the amount of $23.84.
  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: 297646435
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 05/28/2025

   
  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:05/22/2025

  Type:Sales and Advertising 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 made an order with GrubHub and the delivery just kept not coming and the time just kept getting pushed back. I had talked to the restaurant and they said my order had been ready for a while and GrubHub kept telling me that the driver was there picking it up. They eventually canceled it because the driver kept not coming, and said I would get a refund. I decided to order from them again tonight and had the exact same thing happen. They again said that they would refund me and at the last second she mentioned a GrubHub credit which I did not want. But she had ended the chat. I called and realized that both canceled orders had been a credit and not a refund to my credit card they continued to argue back with me regarding the refund and we got disconnected so with no resolution.

  Business Response

  Date: 05/24/2025

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

  We understand your concerns regarding the issues with your orders. The credits 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.

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

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

  Customer Answer

  Date: 05/28/2025

   
  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:05/22/2025

  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 didn't get all my food.i want a refund.they would not give me a refund

  Business Response

  Date: 05/23/2025

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

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23367213
  
  I am rejecting this response because: bad customer service
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/22/2025

  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.

  To Whom It May Concern,I am filing this complaint against Grubhub in regard to a recent order that resulted in a complete failure of service, a delivery that never arrived, and a refusal to offer an adequate refund despite substantial evidence of non-delivery.On 05/22/2025, I placed a food delivery order through the Grubhub app. The delivery time was continuously delayed, and I contacted customer service via the app chat to inquire about the status. Despite assurances from a representative named ***** KM that the order was either pending pickup or en route, my direct contact with the restaurant (where a family member works) confirmed the food had already been picked up long before the update.Throughout the interaction:I repeatedly requested real-time updates on the courier, including their location and phone number.I clearly stated that the order notes required the driver to ring the doorbell.I requested the tip be removed due to unacceptable delays and poor handling.I was told by ***** that no refund would be issued and only a $5 credit was available, which I refused as inadequate.The app later falsely notified me that the food was delivered to a location described as having a green door. I do not have a green door.The food was never delivered. There was no knock, no doorbell, no food at my door, and I was home during the entire window.The representative repeatedly refused to escalate the matter or allow me to speak to someone higher up.They eventually disconnected the chat while I was still actively disputing the resolution.This is not the first time Ive had issues with Grubhubs drivers stacking orders, delivering cold food, or failing to follow delivery instructions. However, this was a blatant failure of service where Grubhub marked an order as delivered when it clearly was not.

  Business Response

  Date: 05/23/2025

  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 5/23/2025 in the amount of $36.40.

  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

  Customer Answer

  Date: 05/28/2025

   
  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:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 5/21/25 I ordered a steak from Grubhub from main stay at wonder. My order was $45 and never arrived. I received salads. I contacted Grubhub who stated they cannot refund because there is unusually highs mount of credits. The only credit priority to this was for an order that also never arrived. I find this highway robbery and unlawful to refuse to refund a customer money after they failed to deliver the food. Please help me as this is significant enough amount.

  Business Response

  Date: 05/23/2025

  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. However, you do have the option to submit a written Refund Appeal. If you are interested in this option, please reach out to us at the link provided below so we can assist you with that process.
  
  Reference: #*********.
  
  Please let us know if you have any other questions at ***********************************************************;
  
  Best,
  Grubhub

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23362363
  
  I am rejecting this response because this is illegal.  I paid for food and did not recieve it.  They did this on multiple occasions.  It is not my fault they keep having issues and because they keep having issues I don't get my money back? It's substantial, $45.  I want the refund .
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:05/21/2025

  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 May 21, 3925 at appoximately 1:08 p.m., I ordered three sandwiches totalling $81.33 from Blimpies, *********, **, through Grubhub. The driver only had two sandwiches in the bag. I felt the bag & told him I ordered three sandwiches and there are only two sandwiches in the ******* did not accept them. I told him to take them back to ********. Would you believe he took a picture of me feeling the bag (it was still in his ********** posted the picture as if I accepted the food. I called Blimpies (****) who said she made & gave him three sandwiches, not two, & that he never came back to the store to return the two sandwiches. I called Grubhub twice, both customer service **** said I will not be refunded or credited. I will never, ever order from Grubhub again!

  Business Response

  Date: 05/22/2025

  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 May 22, 2025 in the amount of $81.33.
  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: 297625523
  Please let us know if you have any other questions at ******************************************************
  
  Best,
  Grubhub

  Customer Answer

  Date: 05/23/2025

   
  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:05/21/2025

  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 never got my order, grubhub refused to refund me

  Business Response

  Date: 05/22/2025

  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 5/22/2025 in the amount of $29.91.
  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:05/20/2025

  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 used grub hub for the first time last nite. It was a disaster. It took 3 hours to get my food. It was ice cold. And only half my order arrived

  Business Response

  Date: 05/22/2025

  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 22, 2025 in the amount of $13.14.
  
  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:  297596272
  
  Please let us know if you have any other questions at ******************************************************
  

  Best,
  Grubhub