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

2,485 total complaints in the last 3 years.
1,005 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:09/27/2025
Type:Product 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 September 23, I ordered food on GrubHub, expecting a timely delivery of safe food, as per their guidelines. I spent $30.93 on the order. Instead, the delivery was late, cold, and the food was unsealed, making this a matter of food quality and safety. Upon receiving my order, I was upset, so I naturally tried to initiate the refund process through GrubHub's website. There I went to the Help page and expressed the problem with my food, submitted my report, and expected a follow-up. 3 days passed and there was nothing, not even an email, so I reached out to their support team a second time and asked directly. There, they not only told me that they didn't see my original complaint, but that because it was now past 48 hours after the purchase, I couldn't refund the charge. I would like a refund for my unsafe and delayed food order. Attached is my receipt, my chat logs with customer service the second time around, and the only evidence of me reporting a problem with my food on the night of, as I was never contacted about it or given any confirmation.
Business Response
Date: 09/28/2025
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 Sept. 28, 2025 in the amount of $30.93 (after promotions).
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: 306353207
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/29/2025

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,

Aiden Tams
Initial Complaint
Date:09/22/2025
Type:Product 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 paid for an order through Grubhubs service and when I did not receive the order, they refused to refund my money.
Business Response
Date: 09/24/2025
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 9/24/2025 in the amount of $16.95.
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: 09/25/2025

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:09/22/2025
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.
Driver scammed me Order number: #********-2299672 chat refused to refund. Driver blatantly scammed me. Marked as delivered and the picture was of the food in his car.
Business Response
Date: 09/24/2025
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: 305910871

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

Best,
Grubhub
Customer Answer
Date: 09/25/2025

Complaint: 23918186

I am rejecting this response because:
I've never ordered before in my entire life and grubhub is blatantly scammed. Legal action can be taken. I have a ring camera as well no one delivered my food.
Sincerely,

*** Man
Initial Complaint
Date:09/22/2025
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 ordered Wawa through grubhub. I guess the driver delivered to the other address instead of mine. When you ****** the address I work at it comes up as 2 different businesses. Grubhub did refund in credits but the next day I received an email my account was closed. I can still login but can't order. I've used the. Chat feature everyday at this point I just want my refund back to my card or to be able to place an order
Business Response
Date: 09/24/2025
Hello,
Thank you for reaching out to us regarding your refund requested on a closed account.
Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved.
After carefully reviewing your account, we are no longer accepting your orders. If you believe this decision was made in error and would like to appeal this decision, please fill out the form.
Reference: #*********.
Please see our Terms and Conditions for further details.
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer Answer
Date: 09/25/2025

Complaint: 23917250

I am rejecting this response because:

Sincerely,

****** ****
Initial Complaint
Date:09/22/2025
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.
I received complete wrong order with wrong name on it and contained items I could not even eat. I have contacted help customer support and received no help and was declined my refund . All I ask is for a refund due to this problem. This is not the first time this has happened.
Business Response
Date: 09/24/2025
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: 09/25/2025

Complaint: 23916052

I am rejecting this response because: this is absurd I received no order and am denied a refund . Grubhub is an absolute scam .

Sincerely,

**** *****
Initial Complaint
Date:09/21/2025
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 am reaching out about the Grubhub Guarantee Lowest Price Guarantee. I placed an order on 8/25/2025, I found a lower price for an identical order and location on ********. I submitted the request to receive the perk for the price difference, however Grubhub refuses to honor the guarantee. They owe me $9.13, $4.13 which was the price difference from their platform and Doordash, and $5.00 for the "Extra Perk" the program offers. I am including screenshots of my order total on Grubhub and Doordash as well as the confirmation of my Low Price Guarantee submission.
Business Response
Date: 09/23/2025
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.
Reference: 305994273
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 09/24/2025

Complaint: 23913356

I am rejecting this response because:
Grubhub does not explain why they're unwilling to stand behind their advertised Low Price Guarantee. I have provided proof to them and the BBB that there was a lower price being offered on another food ordering platform, I submitted the request accurately and ******, yet they will not honor the $9.13 "perk" (store credit) that I qualify for.
I am requesting contact by a corporate level representative to address my concern, and to discuss my account.

Sincerely,

******* M
Business Response
Date: 09/25/2025
Hello,

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

Your account and the details of this order was previously reviewed, we are still unable to offer a refund or concession at this time. At this time, there has been no change to this status.

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

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

Best,
Grubhub
Initial Complaint
Date:09/20/2025
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.
Ordered food. Charged for food, service fee and tip. Food wasn't delivered. Received a call from restaurant saying driver cussed them out and left. I went to pick up the food. Call GrubHub. They refused to do anything. Then they said thank you for admitting you picked up the order and as such we will not refund you. Food was cold cause it had been sitting for 45 minutes when I picked it up. Grubhub treated it as the restaurants fault which it wasn't.
Business Response
Date: 09/23/2025
Hello,

We apologize for the inconvenience caused by your order not being delivered.
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
Customer Answer
Date: 09/24/2025
Complaint: 23913185

As Requested
account email address - ********************************************. Would prefer you contact -> ***************************
phone number - **********
order number associated - there is no order number on the receipt or in the app. the order in question is a *************** order mad on September 20, 2025.
Desired resolution - My tip was already refunded. Service fee and applicable markups should be refunded. Happy to discuss my experience with customer support as it was not great for issues that driver caused.
Sincerely,

***** ******
Business Response
Date: 09/25/2025
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 9/25/2025 in the amount of $4.14.
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: 306112938
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/26/2025

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:09/19/2025
Type:Product 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 for food with Grubhub. It took longer to say delivered, but finally got a notification. Once I checked, the order was not at the door. I contacted Grubhub through their website and spoke with someone over chat. After speaking with me, they issued a Grubhub credit plus a $10 credit for a future order. I was told that I could reorder right away, and the credit did appear in my dashboard. I tried to reorder, and it would not let me, so I called the customer service number to speak to a live representative, who proceeded to tell me it was maybe a glitch in their system. I requested a refund and was told they could not issue a refund to my credit card. I informed the representative that they did not deliver on their service, and wanted a refund and would not use the company again. He transferred me then to a supervisor per my request, which sounded like the original representative. I again requested a refund and was told they could not refund my card, though they did not deliver, and I have a picture from Drive showing a tree and dirt instead of my door.
Business Response
Date: 09/22/2025
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 Sept. 21, 2025 in the amount of $20.36
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: 305732711
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/23/2025

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. I did receive a refund back to the method of payment.

Sincerely,

*** ********
Initial Complaint
Date:09/19/2025
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.
I ordered a chipotle burrito on GrubHub in *********, *******, made a brand new account with my number and email. I have never used this app or ordered any food, this being my first experience and only. An empty order history, before placing my order I had a promo code applied for $10 off my $21.13 order. After checking out, I got charged the entire amount. I attempted to cancel the order seconds after, it was not allowed and would not work. I called and spoke with an agent and was told there was nothing that could be done. My meal was delivered cold, missing ingredients and had an eyelash in the burrito. I put it aside, barely getting to eat any of it. I created a complaint for a refund and was told there was nothing that could be done. I have no email confirmation for any complaint. I called and was told I can't be helped and I had horrible customer service, constantly asking if they can disconnect my chat. I have picture evidence of everything, bank statement, order, promo code, the burrito, the eyelash inside the burrito.
Business Response
Date: 09/22/2025
Hello,

We apologize for the inconvenience caused by not being able to cancel your order and the food that you received. 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
Customer Answer
Date: 09/23/2025

Complaint: 23910282

I am rejecting this response because: I have had this exact conversation and response from them, asking for my email which i've gladly given 4 times, and finding no solution each time. They have access to my accounts and continue to tell me the same thing and even go as far as saying i've had issues with this account and several complaints, although this was my first and only experience with GrubHub. The photo attached shows past orders A-Z, every order made in my account. If i'm asked to provide my information and it goes somewhere in the direction of finding a solution, rather than "We cannot help you at this time" then I will gladly be satisfied with this case being closed.

Sincerely,

Ginelis ******
Business Response
Date: 09/24/2025
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 9/24/2025 in the amount of $21.13.
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: 306059200
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 09/25/2025

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,

Ginelis ******
Initial Complaint
Date:09/19/2025
Type:Product 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 9/19/25 I placed an order and tried to cancel it right away via live chat. The agent left me waiting over 30 minutes, then I was told the team was closed. While waiting, the order was delivered, and the product was defective.The next day, I was denied a refund because of excessive refunds on my account. This is false the only adjustment Ive ever received was a credit for a late delivery, which is within Grubhubs own policy. When I tried to escalate, supervisors disconnected me.Desired Resolution:I request a full refund for this defective order and for Grubhub to correct the false claim about excessive refunds. I also have recorded phone calls with representatives.
Business Response
Date: 09/20/2025
Hello,

We have reviewed your concern and can confirm that we have made the necessary adjustment to your order for the item you reported as affected. The adjustment was processed on 9/20/2025 in the amount of $58.59.
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: 09/22/2025

Better Business Bureau:

Refund was complete.

Sincerely,

****** *****

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GrubHub is NOT a BBB Accredited Business.