We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

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

Find a Location

GrubHub has 3 locations, listed below.

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

    Please enter a valid location.

    • GrubHub

      111 W Washington St Ste 2100 Chicago, IL 60602-2783

    • GrubHub

      1026 Commonwealth Ave Boston, MA 02215

    • GrubHub

      280 Summer St # 1 Boston, MA 02210

    Customer Complaints Summary

    • 2,484 total complaints in the last 3 years.
    • 946 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid ***** $ for this order at *********** and still didnt receive it. Upon contacting GrubHub cs they refused to assist me

      Business Response

      Date: 05/20/2025

      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 20, 2025 in the amount of $39.34.

      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:  297478818

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


      Best,
      Grubhub

    • Initial Complaint

      Date:05/19/2025

      Type:Delivery Issues
      Status:
      Answered
      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, May 19, 2025, I finally obtained proof that the Grubhub app was changing my delivery address. I have filed several complaints with Grubhub stating my food was delivered to the wrong address. This has been happening for several years. The complaints are filed internally but not followed up. After going through many deliberations about why my food kept being delivered to the wrong address, it was made clear today that the Grubhub app is responsible. I have changed and clearly defined my home address by placing the development name in the address. I have left delivery notes for the driver in case they were going the wrong direction. I have asked the drivers to not deliver the food without calling me first and placing the order in my hands. I have completed every prevention to stop my food from being delivered to the wrong address. Unfortunately, little did I know my actions would be in vain. Today, I took a screenshot of the app where the delivery driver was going to the wrong address. The car icon was moving towards the home icon which was located on a street where I do not live. This address is **********************************************. This is a dormitory. I immediately called the driver and after several attempts not being able to reach him on the phone, I called Grubhub directly. I spoke with a supervisor who assured me the app wasnt incorrect which I know to be false since I have the evidence to prove it. The supervisor explained that the driver had many stops which I also know to be false because I ordered priority delivery which means by order is delivered first. I asked the supervisor several times if he would like to take the evidence of what the app was displaying, he ignored me. Finally I asked to have my order canceled and a refund of my money which was a difficult task of round ***** from offering a refund of priority delivery (which was free) to a $5 credit. Reluctantly, he finally refunded my total order amount.

      Business Response

      Date: 05/20/2025

      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.

      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: 297502611

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/22/2025

       
      Complaint: 23351261

      I am rejecting this response because:

      The Issue has not been resolved yet. Until a solution is provided I will not accept this response.


      Sincerely,

      ****** *****

      Business Response

      Date: 05/22/2025

      Hello,

      We apologize for the inconvenience you experienced regarding your address update.

      Our team is still working on this issue for you. We will reach out via email once we have a resolution for you. 

      ref: 297428544 

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      today on May 19th 2025 I ordered from Grub Hub and never received the order. I chose to have the order refunded to get credit to use to reorder as it said the credit was useable immediately. I went back to the grub hub website and tried to reorder the exact same order and it would not let me use the refund. I contacted the help desk to see if maybe I was doing something incorrectly as this is the first time I have had to do this. i was not able to use the refund so I ended up paying them for nothing. my order is delivered somewhere but not to me. I tried chatting with two different ***** they could not offer any help. I then cancelled my grub hub account and they said that I would not receive my refund. I paid them to do a job and the job was not done. I would like a refund. I will include the chat log as well as the screen where it shows my order.

      Business Response

      Date: 05/20/2025

      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 the request to refund the order credit for this order and you will be reached out to directly once completed.

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

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

      Best,
      Grubhub


    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Answered
      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.
      04/16/2025 Made purchase through Yelp where Grubhub was the company fulfilling the order for pizza, salad and wings at *************************************. I have tried to contact Grubhub and they asked me to provide the account information but it was made through a guest account. Since it is a guest account they refused to provide me a receipt. I need a receipt for my company.

      Business Response

      Date: 05/20/2025

      Hello,

      We have looked into this issue regarding your receipt for your order on April 16, 2025.  We have emailed you a copy of the order details.

      Reference: 297490116

      We hope this helps, but please let us know if you have any other questions at ******************************************************


      Best,
      Grubhub

      Customer Answer

      Date: 05/21/2025

       
      Complaint: 23349451

      I am rejecting this response because:
      I didnt receive the receipt for the purchase I made on 04/16 and the customer support link is to the same place that also didnt provide me a receipt.
      Sincerely,

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

      Business Response

      Date: 05/22/2025

      Hello,


      Thank you for reaching back out to **.  We have sent the receipt to your ********* address you have provided.

      Reference: 297490116

      We hope this helps, but please let us know if you have any other questions at ******************************************************


      Best,
      Grubhub

      Customer Answer

      Date: 05/23/2025

       
      Complaint: 23349451

      I am rejecting this response because:

      I have yet to receive an email other than the one sent on 05/20 that is attached above. I responded to the email inquiring about the receipt and have yet to see a response.

      Sincerely,

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

    • Initial Complaint

      Date:05/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Grub hub is running a ponzi scheme. They don't have drivers but take orders anyway. They charge the account, keep putting the delivery time out, then cancel the order. Then, they refuse to refund the amount back to the card charged and offer a $5 or $10 store credit. Which means you're always out money bc they keep doing the same scam.

      Business Response

      Date: 05/20/2025

      Hello,

      We have looked into this issue of your refund for your order on May 18, 2025.  We see that this order was refunded in full. 

      Reference:  297470603

      We hope this helps, but please let us know if you have any other questions at ******************************************************


      Best,
      Grubhub

    • Initial Complaint

      Date:05/18/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on 5/18/2025 at 9:29 am. I ordered foods and drinks on grub hub app the order arrived missing a drink. when I contacted the company they told me they can't refund the missing item. I gave them several chances to correct the problem but they wouldn't help at all.

      Business Response

      Date: 05/19/2025

      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 5/19/2025 in the amount of $7.01.

      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: 297422248

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/20/2025

       
      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:05/18/2025

      Type:Delivery Issues
      Status:
      Answered
      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 restaurant is closed. I have repeatedly reached out to GrubHub to remove it from their website and they refuse to do so. You can order from this restaurant from through GrubHub, and it does not exist.**************************************************************************************************************** ****************************************************

      Business Response

      Date: 05/19/2025

      Hello,

      Thank you for providing the information regarding the merchant.  We have forwarded this information to the correct team to resolve this issue.

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


      Best,
      Grubhub

      Customer Answer

      Date: 05/20/2025

       
      Complaint: 23345721

      I am rejecting this response because:

      I have repeatedly received this response from this business and nothing has been done.  I will not accept the response until the business is removed from their website.


      Sincerely,

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

    • Initial Complaint

      Date:05/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered milk and jam from ********. They were supposed to deliver to the apartment number 3289, the driver texted me and asked for a code, but after providing it I noticed instead they were at 3280. I told the driver to come to the correct address but he refused. I was not able to locate the order at 3280. If I do not receive a refund, I will file a small claims lawsuit. Grubhubs typical behavior, as usual, is unacceptable. I have gone to small claims for $20 before, and I will do it again. It is about the principal. Simply stated, I notified them they were at the wrong address but they refused to correct their mistake, then claimed a pin texted in the app which I then texted to the driver who requested it confirms a correct address.

      Business Response

      Date: 05/18/2025

      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 5/18/2025.

      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: 297371933

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order via Grubhub on Friday, May 16 2025. The order was never delivered. I contacted ******** customer support and they refused to provide a refund or do anything to make it right.

      Business Response

      Date: 05/18/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item(s) you reported as affected. The adjustment was processed on May 17, 2025 in the amount of $13.45.

      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: 297269889

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

      Best,

      Grubhub

    • Initial Complaint

      Date:05/16/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Grubhub driver delivered my order to the wrong house. I spoke with two employees looking for a refund and both were dismissive and rude to me. I explained that the delivery photo is of a house that is NOT mine. The house in the photos has the same house number but is on a different street from mine, which customer service apparently doesnt understand. The driver ignored my messages. They wouldnt refund me because of a strange amount of refunds on my account. I had a few refunds previously because of missing items in past orders. They still wouldnt refund me for this latest mistake. Im not paying for food a stranger received. **************** is incompetent and disconnecting from me instead of listening. This company is a total scam and I wont stop until I get my money back. Never using it again.

      Business Response

      Date: 05/18/2025

      Hello,

      We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item(s) you reported as affected. The adjustment was processed on May 18, 2025 in the amount of $22.91.

      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: 297335136

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


      Best,
      Grubhub

      Customer Answer

      Date: 05/20/2025

       
      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,

      ***** ******

    GrubHub is NOT a BBB Accredited Business.

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

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.