Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,484 total complaints in the last 3 years.
944 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.

Initial Complaint
Date:05/16/2025
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.
Im filing disputation for 40.56$ order I placed at ***********. I didnt receive this order and grubhub refused to refund nor assist *************** This order number
Business Response
Date: 05/17/2025
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 17, 2025 in the amount of $40.56.
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: 297145985
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:05/16/2025
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 ordered food dinner from GrubHub at ************************'s business messed up my food order food was not made correctly so GrubHub is refusing to send my refund money back to my **** debit card it has been 5 days no money.
Business Response
Date: 05/17/2025
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 5/8/2025 in the amount of $18.69.
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: 05/19/2025

Complaint: 23336944

I am rejecting this response because:
Reject Business Response " this doesn't satisfy my complaint the Grub hub never did refund my **** debit card and my bank says Grub hub just voided erased the charges of $18.69 so they didn't charge me for my ********** meal on May 8th, 2025 the refund money never showed up on my bank account or bank statements. I've spoken to several bank staff team members at ******. Thanks Miss April Somers
Sincerely,

***** ******
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 May 8, 2025.
Please be aware that the original authorized amount for this transaction fell off of your statement altogether since it was voided prior to being settled with your financial institution. Please refer back to your financial records to confirm that this specific charge does not appear on that day.
Ref: 297164430
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub

Customer Answer
Date: 05/27/2025
Complaint: 23336944

I am rejecting this response because: Your business hasn't not refunded me back to my debit **** card ending in ****2920? My bank statements doesn't even show that I ordered grub hub ********** the bank guy ********** he said you all must have voided the charges of $18.69 off my account it don't show up on my bank statements so he told me you all Never refunded me back and it don't show grub hub charges for dinner meal on my bank account statements. I'm tired of repeating myself over and over I'm really upset with your business you're nothing but a liar company business. If I was refunded my bank account money would have increased it just continues to tell me on recorded line I had only $8.00 in the bank. My last response to this matter. I feel I'm not getting refunded this issues isn't getting resolved. I'm not happy and I'll never order anything from grub hub never again kiss my ****. Goodbye ??

Sincerely,

***** ******
Initial Complaint
Date:05/15/2025
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.
Ordered food on 5-15. The company did not deliver the food. The company refused to give refund. Would only give a credit. This is not acceptable. They did not execute the order. I should not have to take a credit to my Grubhub account as I dont plan on ordering again.
Business Response
Date: 05/16/2025
Hello,
Thank you for reaching out to us.
We are sorry to hear that you no longer would like the Grubhub Credit that was provided for your Order.
We have been able to cancel that Credit to your Customer account and provide the refund of $27.36 back to your original payment method on 5/16/2025.
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 05/19/2025

Complaint: 23333374

I am rejecting this response because: a customer should not have to file a complaint in order to get their money back for orders they dont receive. It should be offered when you know the order was not delivered. I had to spend time submitting the response which is ridiculous.

Sincerely,

*** *******
Initial Complaint
Date:05/15/2025
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 May 14, 2025 I ordered dinner from ******** The order went thru ok BUT it was picked up on a bicycle and this delivery person rode around for a very long time with the food and it arrived ice cold and the frostys were melted. I assumed since it was their drivers fault they'd redeliver or refund me, but NO. They asked me to hold on til they had a resolution and then came back and said I'm refused refunds from now on!!!...So I asked for a supervisor and she was very rude to me and said for future orders Id just have to accept bad quality or missing items or late deliveries, I don't get the same guarantee as GrubHub offers!!!...I'm also a GrubHub+ member which makes it even worse!!!...Its not fair to me that I'm pretty much told to take the loss on orders and be treated so terrible!!!...I tried to talk to 3 supervisors and all 3 warned me they were disconnecting when I asked for their address to complain to the BBB!!!! How can they ban me from refunds when they're the ones that always offered them to me!!!...I would have preferred good quality food or ALL of my items I ordered arriving. I want to be treated like any other customer!!!..Please help. Thank you!!!
Business Response
Date: 05/16/2025
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: 05/19/2025

Complaint: 23332585

I am rejecting this response because: This business offered me the refunds when I called them with complaints on MULTIPLE orders, items missing, cooked incorrectly/wrong items, poor quality, bad delivery service didnt follow instructions etc!!!...It happened continuously!...I'd call and complain and they'd say we're refunding you, I would have preferred to get GOOD FOOD delivered to me instead of the garbage they delivered. It shouldnt matter how many times they have to refund people, if someones gets poor quality, its their fault!...They don't value their customers!...I can take my business elsewhere and get good quality food delivered to me!

Sincerely,

****** *******
Initial Complaint
Date:05/14/2025
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 05/14/2024 I placed an order for food delivery through GrubHub at 12:41 PM. The order was for a bacon, ************ biscuit with home fries from Burgers, ***************** The initial delivery time for the order was from 1:24 pm - 1:39 pm. I thought that this was a fair delivery window and so had no problem with it. Later my delivery window was pushed back to 1:46 pm to 2:01 pm. At this point I was unhappy but because I know deliver personnel keep insulated bags to maintain food temperatures I thought this would still be OK. The only concern I had was that a delivery driver had not yet been assigned to my order at this point. The final delivery adjustment was after a driver was finally assigned and placed my delivery time at 1:56 pm - 2:11 pm; not a huge adjustment but at this point it was already nearly 2:00 pm. When my food was delivered it was cold and I contacted customer service over this via their chatbot feature. I was told I would get a 5 dollar credit to my account for the inconvenience of my food being delivered over an hour late and completely cold. When I called them out on this and their difficulty in assigning a driver they offered 7 dollars. At this point I said fine and told them I would be reporting them to the BBB as well as federal and state health agencies because of the length of time my food was sitting before being picked up and the fact that it arrived completely cold. They are also claiming it was delivered at around 1:39 pm but I have security camera footage showing the delivery was made after 2:00 pm.
Business Response
Date: 05/15/2025
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 15, 2025 in the amount of $19.88.

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: 297121956

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

Best,
Grubhub
Initial Complaint
Date:05/14/2025
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.
Order was placed. Order never arrived. Was told countless times by support that it was 26 minutes away and it never arrived. I pressed the support, and employees started saying I was unable to gain refunds or concessions. ******!
Business Response
Date: 05/15/2025
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 5/15/2025 in the amount of $22.78.
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
Initial Complaint
Date:05/11/2025
Type:Customer Service 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.
Consistent lateness with order Refuses to give refund Lacks professionalism Difficult to contact and resolve problems
Business Response
Date: 05/13/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order you reported as affected. The adjustment was processed on May 11, 2025 in the amount of $26.84.

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: 296809150

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

Best,
Grubhub
Initial Complaint
Date:05/11/2025
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 May 11th, I received and used a $26 gift card on Seamless for ******* for 4am dinner. My food delivery was refunded and my gift card returned with a $5 store credit. I used the refunded store credit for breakfast and asked for text message notification and code. I looked at my app around 6:45 am and it said food delivered, but when I went outside my food wasn't there. I contacted company and asked why my food says delivered but it wasn't delivered on my steps with proper notification via phone/text message as suggested. I told them I'm disabled and drivers have to notify me when approaching for safety reasons. I was cut-off and left in the dark. The store credit was used, but not my gift card credit and my credit card was charged again with my food stolen.
Business Response
Date: 05/13/2025
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: 05/15/2025

Complaint: 23314789

I am rejecting this response because:the conflict was handled with a mutual agreement and the attachments will prove the miscommunication was corrected and all efforts to balance the scales were agreed upon on 5/13/2025 before this response.

Sincerely,

**** Hollande conflict came to a mutual agreement
Business Response
Date: 05/16/2025
Hello,

We have re-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 5/13/2025 in the amount of $50.66.
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:05/10/2025
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 for pick up. I received somebody else's order, went back to the restaurant but it was closed. I contacted GrubHub chat, they said there's not much they can do and to figure it out on my own. I want to request a refund back to my card, please. Thank you.
Business Response
Date: 05/12/2025
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: 296789288

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

Best,
Grubhub
Customer Answer
Date: 05/13/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because:

This is the only account I have. You are deflecting blame and I am out of the services I paid for and my money.
Business Response
Date: 05/14/2025
Hello,

We have escalated your account to be reviewed by a Specialist. This is still pending review that may take up to the full 7 to 10 business days. You will be contacted via email only if there is a change to your status.

If you do not receive an email communication from us, that means that there has been no change to your status, and we are still unable to process a refund or concession for you.

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

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

Best,
Grubhub
Customer Answer
Date: 05/15/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because:

I am sorry but you guys did not take 7 days to take the money out of my bank account. Why does it take 7 days to make it right?
Initial Complaint
Date:05/09/2025
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.
April 10 2025 I placed an order with GrubHub and it was not delivered due to incompetent delivery driver. I requested a refund I told the **************** Representative that I wanted a refund not a credit a REFUND! 3-5 days come and went, still have not gotten a refund back. The only response I got from **************** was to wait 15 days and still have not gotten my refund! I just want my money back! NOT A CREDIT!!!
Business Response
Date: 05/11/2025
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 see that the Order Credit has already been used to place an order. Due to the Credit being used, we are not able to adjust the Credit amount or provide a refund to the original method of payment.
Ref: 296512341
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 05/12/2025

Complaint: 23309629

I am rejecting this response because:
I did not and do not want a credit! Again, I provide the proof for refund! Do not understand how this is acceptable for anyone! I have been requesting a refund for a month now!! I just want my money back!

******* Lock
Business Response
Date: 05/13/2025
Hello,
Thank you for reaching back out to us, we have received your updated request.
We are still unable to revert the credit to the original payment method as it was already used on another order.
We sincerely apologize for the inconvenience!
Reference: #*********.
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub

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GrubHub is NOT a BBB Accredited Business.