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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

    • 2,483 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/09/2025

      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.
      On 5/9/2025 at 11:40 A.M. I placed an order on grubhub for ****'s. At 12:45 my order finally arrived. Apon recieving the food, the food was stone cold and the milkshake could not possibly be considered a milkshake by the time I got it. I tried getting ***** of customer service and after spending over 1 hour between there "messaging" service and on the phone they will only offer me a $1 refund along with a 5$ credit. I advised them this would not correct the action. I tried to explain they can come take there food back as I am not taking a dollar refund with some credit. They refused to take the order back or have the order remade. When I got to a supervisor they advised the same resolution which I am unhappy with. The supervisor advised she was the highest person I could talk to... The supervisor name was **** *. I would like a refund from grubhub there cold food will sit on the counter till they can come get it.

      Business Response

      Date: 05/11/2025

      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 5/11/2025.

      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: 296669013

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/06/2025

      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.
      Grubhub didnt give me an order of Indian food that I ordered on a new account with a phone number I just received and they said I cant get compensation because of account history when I didnt have another account and paid 50$ for my food haveli India order

      Business Response

      Date: 05/08/2025

      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: 296428076

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/09/2025

       
      Complaint: 23295538

      I am rejecting this response because:
      This is unfair policy to someone who has just created an account with a new phone number and I never placed an order before and youre punishing me due to the history of whoever had this number before I did
      Sincerely,

      *** ******

    • Initial Complaint

      Date:05/05/2025

      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.
      I ordered food via the app, part of the order did not arrived but I was charged for it. **************** refuses to give me a refund for the item or even an option to file a complaint or request a refund.

      Business Response

      Date: 05/06/2025

      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 5/6/2025 in the amount of $6.53.

      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: 296412382

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/05/2025

      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.
      ?Im filing complaint as I didnt receive this order and grubhub cs told me I received unusual amount of refund when this was my first order ? Id like refund to be issued

      Business Response

      Date: 05/07/2025

      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: 296304973 

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/05/2025

      Type:Sales and Advertising 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 a Qdoba Bowl for a total for $14.54 on 5/5/25. The item was missing many of the selections that I had made. I requested a refund and was denied it. I was also refused to be connected to a supervisor by the chat agent.

      Business Response

      Date: 05/07/2025

      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 5/7/2025.

      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: 296533526

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/05/2025

      Type:Customer Service 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.
      I am submitting a formal complaint against GrubHub regarding an extremely inappropriate and distressing interaction I had with one of their contracted delivery drivers. After placing a food order through GrubHub, I received a hostile and unprofessional text message from the driver following delivery. Ive attached a screenshot of the message for your review. The driver appeared to be angry about the tip I left18% of the order totaland felt entitled to express his dissatisfaction in an aggressive and unsettling way. As a single woman living alone, I found this message not only inappropriate but frightening. The fact that someone who has access to my full name and home address would contact me in such a bold and aggressive manner is deeply concerning. Ive reached out to GrubHub directly but want to ensure this matter is taken seriously and documented appropriately. I rely on services like GrubHub for convenience and safety, but this experience has left me feeling vulnerable and anxious. Customers should never be subjected to harassment or intimidation over a tipor for any reasonafter a transaction is complete. It is my sincere hope that GrubHub reviews this incident, takes swift action, and re-evaluates their policies to prevent this from happening to someone else.Thank you for your attention to this serious matter. 

      Business Response

      Date: 05/07/2025

      Hello,

      Thank you for providing your feedback on the issue with the courier. We are looking into this issue and have emailed you some more information.

      Reference:  296534182

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


      Best,
      Grubhub

      Customer Answer

      Date: 05/09/2025

       
      Complaint: 23288935

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 05/13/2025

      Grubhub responded they are looking into the matter but have not provided any resolution.  I am therefore rejecting the business response. 

      Business Response

      Date: 05/13/2025

      Hello,

      Thank you for providing your feedback on the issue with the courier. We are looking into this issue.

      Reference:  296534182

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


      Best,
      Grubhub

    • Initial Complaint

      Date:05/05/2025

      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.
      I placed an order with GrubHub for $39.37 for a coffee and a breakfast meal. It arrived with the coffee entirely poured out on top of my food. I have uploaded pictures for reference. I submitted a complaint with GrubHub Guarantee almost immediately, which the app was guiding me to do and I was unable to use the help feature to try to give more explanation because it was at that time marked as an active order and I was already receiving an automatic refund of ~$2 because the order was also late. When I followed up on this complaint on Monday in the GrubHub chat feature, I was told I was past the 48 hour window and they would only provide me a $10 GrubHub credit despite the fact that I had submitted a complaint immediately to GrubHub Guarantee, notably, they mentioned they didn't have "full access" so they could not find my complaint. When I said I would accept a credit for the entirety of the order and that $10 was not enough (first they offered me only $5) they told me $10 was the maximum they are able to provide and that they would note my concerns in my complaint ticket and hopefully in the future I would have a better experience. When I asked to be connected to a supervisor, they once again said they could not do anything about this and when I showed them the email that I had submitted for this complaint, they ended the chat without responding to me (pictured attached below). As can be imagined, this was not a satisfactory solution for me, so I let them know I would be connecting with the BBB to have this actually resolved.

      Business Response

      Date: 05/07/2025

      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 7, 2025 in the amount of $36.66.

      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: 296523169

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


      Best,
      Grubhub

    • Initial Complaint

      Date:05/05/2025

      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.
      Complaint Summary:On May 4, 2025, I placed an order through GrubHub from **************. I included clear delivery instructions for ******************************************************* a new construction townhouse near ******* and *****************Despite this, the driver delivered the order to a completely different location (apartments nearly a mile away). I provided updated directions in both English and Spanish during the delivery, but the driver ignored them. I then contacted GrubHub support, They refused to cancel or refund, claiming I had a history of refunds. I was still charged for an order I never received and was told it was delivered despite all evidence showing otherwise.Supporting Evidence (attached):Screenshots of the GrubHub app showing the incorrect delivery location GPS map confirming the drivers final drop-off spot was not my address Chat logs showing my attempts to cancel and request support A photo from the driver of a completely different residence Proof that I provided clear, specific location instructions Confirmation email of the original order What I Am Requesting:A full refund of $11.46 for the undelivered order and acknowledgment that consumer protections entitle me to refuse delivery when the courier fails to follow location instructions. I also ask GrubHub to address the unfair practice of denying refunds based on a supposed history, instead of treating each case on its own merit.

      Business Response

      Date: 05/06/2025

      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 5/6/2025.

      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: 296474683

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/04/2025

      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.
      ******** refuses to honor its on time delivery guarantee service and refused to cancel or even look into an order that was more than an hour outside the delivery window and refused refund

      Business Response

      Date: 05/06/2025

      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 5/6/2025.

      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: 296477425

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

      Best,
      Grubhub

    • Initial Complaint

      Date:05/04/2025

      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.
      This has to be the 3rd or 4th complaint that *** had to do about Grubhub, which is my fault for continuing to use them. Which I will no longer after this. *** had two incidents this past week. The first one on May 3rd, I placed an order for Chipotle and never received it, Grubhub refused to give me a refund. I want a refund for this. On May 4th, I placed another order for Chipotle and applied a $19 gift card that I had, when I went to check out it had applied the gift card but when I went to check my bank account, ********************** had charged me the full amount. I also want a refund for the correct amount on this, it shouldve been $17.21, not $36.28.Amounts are May 3rd- $41.93 & May 4th - $36.28 Its not fair what Grubhub does to customers, Im constantly missing orders or items from orders, and they refused to refund me. I hope BBB can help.

      Business Response

      Date: 05/05/2025

      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: 296263241

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

      Best,
      Grubhub

      Customer Answer

      Date: 05/06/2025

       
      Complaint: 23285987

      I am rejecting this response because:

      Sincerely,

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

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