ComplaintsforGrubHub

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today July 19, 2024 I placed an order with GrubHub for the first time. One of my burrito bowls had a piece of raw chicken. I ordered two bowls one with brown rice and one with white. The one with brown rice was the bowl with the raw piece. I contacted Grubhub and they said they could not refund me because I had exhausted my amount of refunds allowed or what not. I barely used grubhub today for the first time. I just want a refund for my freaking burrito bowl. My bowl was *****.

  Business response

  07/21/2024

  Hello, 
  
  We sincerely apologize for the inconvenience. We have refunded the item on your order. 
  
  Please see the email with reference #*********. 
  
  If you have further questions, please reach out via ***********************************************************;
  
  Best, 
  
  Grubhub

  Customer response

  07/23/2024

   
  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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had given them another chance since they kind of rectified the issue. My mistake. Today I ordered a breakfast combo meal from ********** and a part of my order was missing. Now they are trying to tell me the hashbrown is not included in the combo meal. Anything to get out of issuing a credit/refund. In all the years ********** has offered the combo breakfast it has always been the sandwich, hashbrown, and a small coffee or other drink Heck it is even pictured with every combo meal. I am so tired of their run around and bs and even though it was the restaurant that forgot the item, grubhub just steals from it's customers. No matter the resolution I am thru with Grub Hub.

  Business response

  07/19/2024

  Hello, 
  
  We apologize for any inconvenience. 
  
  We have refunded the Sausage Egg McMuffin Meal from your order 58192683-0101445. 
  
  Ref: #*********.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I will accept this...but I am also thru with this company and I believe the public should be aware of how they attempt to steal from their customers. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered ***** on 7/18/24 from *********** Sushi. My instructions said to ring the doorbell. I was waiting and became concerned, so I contacted GrubHub customer service, and checked my cameras. Not only did the delivery person not ring my doorbell per my instructions, causing to food to get hot. They were an unverified individual. I did not give GrubHub my permission to allow anyone other than my assigned driver to have my address. **************** said they would only give me credit to use in 30 days which is absolutely not acceptable. I need a full refund. I am also unsure if I should call the news or police about this stranger who now has my address . I have video evidence, please see. I need GrubHub to make this right.

  Business response

  07/21/2024

  Hello, We're sorry to hear about the issue with the order that was delivered on July 18th and that your issue has yet to be resolved.
  We have processed a full refund, and a confirmation email has been sent to you. We appreciate your patience and apologize for any inconvenience.
  Ref: 274584327.
  If you have further questions, please reach out via ******************************************************
  Best,
  Grubhub

  Customer response

  07/22/2024

   
  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

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered with Grubhub on 7/18/2024 Missing several items and several items made incorrectly. Contacted customer support who would not make right the loss of funds for missing items. Asked for supervisor several times and was told no. I didn't make a mistake their partner(the restaurant) did, why am I not being reimbursed.

  Customer response

  07/19/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered Grubhub from a local restaurant on 7-18-2024.The order was not delivered to my home, but rather left on a public street near the front of my building. Once I managed to find the order, it had been opened and items were missing from the order.I contacted GrubHub and they refused to do anything about the issue, despite the fact that the open bag, the missing items, and the fact that it was left on a public street are all clear evidence that the order had been potentially tampered with. They refused to issue a refund or redeliver the order, which is appalling, as they seem to feel no concern that the food has possibly been tampered with due to literally being left on a public street.I have included a photo of the food taken by the driver that GrubHub sent. I have also included a photo of my front door. The bag was not in this condition when I found it and items were missing from the order, which GrubHub also doesn't seem to care about, as either their driver removed them or the food was tampered with.

  Customer response

  07/19/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. The business advised that a refund for the unsafe to eat food had been issued following a manager review of the initial denial.

   

  My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently made a purchase from GrubHub where if you spent a certain amount of money, you would receive a $10 gift card for Amazon Prime Day. As a result of my purchase, I received an email on July 11, 2024 that I would receive a $10 Amazon gift card on 7/16. I specifically made a purchase this day and opted not to use a different promo code so that my purchase would allow me to earn the Amazon gift card. I likely would not have made a purchase on this date if the Amazon promo was not available. At 10:31am ET on 7/16/2024, I received a gift card code. Upon following Grubhub's directions and entering my code into the Amazon site, an error appeared that my gift card code was already used and I was not given any credit. On the website Reddit, other customers also noted receiving invalid codes. This is extremely disappointing and seems to be the possibility of a bug and/or poorly executed campaign. I am hoping that Grubhub can contact Amazon (as Amazon's directions requested), offer me another $10 Amazon gift card, or as an alternative offer a $10 Grubhub credit. I opened a ticket with Grubhub to inquire about this under Request #********* and sent screenshots of the Amazon gift card portal as requested. Grubhub did nothing and replied to me using canned responses that did not acknowledge my specific issue. I asked to be connected with a supervisor to no avail. To advertise I would receive a gift card and then receive an invalid gift card is disingenuous and misleading advertising. I hope Grubhub decides to compensate me for the misleading promo I was not able to successfully take advantage of despite being promised a gift card and the massive inconvenience of dealing with multiple support reps today.

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I submitted a food order for pickup through Seamless app, owned by Grubhub on 7/16 at 5:42 pm in the amount of $58.25. I realized immediately as I submitted payment that while I intended to order from Kumo in *********, **, I had by mistake ordered from the location in *******, **. The seamless app is supposed to allow you to cancel order if you do it quickly enough and in a reasonable amount of time. I tried doing so through the app at 5:43pm, one minute after placing order. When I tried to cancel, I got a notification that it was too late. At 5:43, I called Kumo in ******* and asked them to cancel and not make the food. They said I needed to contact seamless. So I reached out to seamless right after this through their contact messing in the app. I was dismissed by their representative rudely and without any true help. they suggested I call grubhub. I did so at 5:59 via phone call. They said they needed to call the vendor which they did. They got back to me at 6:02 that the vendor made my order and I could not get a refund. Obviously, 20 minutes later, at that point it was too late. However Seamless makes it impossible to correct an order in a timely fashion, and it is impossible my food would have even begun getting prepped given the timeline I tried to resolve. This is unfair business practice and awful customer service. As a customer who made an honest mistake, how is there no resolution when attempted immediately?

  Business response

  07/17/2024

  Hello,

  Thank you for reaching out.
  

  Your order has been fully refunded and an email has been sent out with additional information.
  

  Ref: 274522839.
  

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

  Best,
  Grubhub

  Customer response

  07/21/2024

   
  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

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  5/20/2024 I was visiting my family in *******, **. There was a storm that had the power out for almost half of the city. I ordered GrubHub to have food delivered to my family, but the restaurant was closed. I have tried multiple times to get my refund, but GrubHub has not sent me a refund or even insured me that I will be getting a refund. I have waited over 1 month to give them a chance to make things right, but it looks like I have been robbed of $49.19.I have attached the receipt and the messages from the delivery driver showing the restaurant was closed. The delivery driver didn't even take a picture showing the food was delivered because he never received it. That alone should've made GrubHub give me a refund.

  Business response

  07/16/2024

  Hello,
  
  Thanks for reaching out to us about your recent experience.  We have processed a full refund for your order on May 20, 2024.
  
  Please check your email and use the Ref: #*********
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  
  Grubhub

  Customer response

  07/17/2024

   
  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a terrible experience using the app a few days prior to this incident, I received a $10 so I figured I give them another chance. I placed an order on 7/14/24 at 9:30pm using Priority Delivery option. The original delivery time was 10:08-10:23pm. I watched the driver arrive at the restaurant at around 9:45, then leave the restaurant just after 10pm. To my surprise the driver didnt **** my food as picked up and began driving in the opposite direction of the restaurant and my delivery address. I reached out to the driver asking if they had picked up my food and they said hi ** coming, please wait I waited and then my delivery time moved to 10:46pm. I contacted their support just to clarify if priority delivery meant that drivers only pick up one order. The support agent said they could still be batched with other orders but the priority order would be delivered first. Now here it is 10:38pm and the driver is still 15 minutes away. By the time my food gets here it would be an hour and half from the time I placed my order. The priority delivery option is false advertisement.

  Business response

  07/16/2024

   

  Hello,

  Thank you for taking the time to share your experience with us. I am so sorry that our priority delivery option did not meet your expectations. This is definitely not the experience we want you to have with Grubhub.
  
  According to our records, we applied a full refund and sent a $5.00 credit towards your next Grubhub order as an apology for your recent order issue. 
  
  We will work to remedy this issue moving forward.
  
  Ref: (274331917).
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub

  Customer response

  07/16/2024

   
  Complaint: 21989067
  
  I am rejecting this response because: the refund shouldve been a given , since the food arrived cold and inedible. The problem lies with advertising something that isnt true. You should not offer a service the company isnt capable of following through on, especially given the fact you plan on charging customers for. 
  
  Sincerely,
  
  *********************

  Business response

  07/17/2024

  Hello,

  Thanks for sharing your feedback, we have passed this on to the relevant team so that we may make continuous improvements to Grubhub.

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

  Best,
  Grubhub

   

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2024 I placed an order through grub hub. I received a picture of a different address where the food was left. In addition to the 10 dollar delivery fee I gave a generous tip to the driver. I contacted support and they disappeared

  Business response

  07/15/2024

  Hello, We're sorry to hear you did not receive your delivery order.
  We have processed a full refund, and a confirmation email has been sent to you. We appreciate your patience and apologize for any inconvenience.
  Ref: 274302103
  If you have further questions, please reach out via ******************************************************
  Best,
  Grubhub

*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. ↩