Complaints

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

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• 

  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

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:04/22/2025

  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 asked to cancel an order well ahead of time and asked for a refund. The order was cancelled and an expiring credit was issued instead of a refund, to which I never agreed to. I have attempted to contact the company multiple times to obtain said refund without success

  Business Response

  Date: 04/23/2025

  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 4/22/2025 in the amount of $22.00.

  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: 04/24/2025

   
  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:04/21/2025

  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.

  4/21/2025 312-785-7636 ************************* #********-8832240 I placed an order through Grubhub and received the wrong foodsomeone elses order entirely. I contacted their customer service immediately to report the issue. Instead of offering a refund or redelivery, Grubhub refused to resolve the issue, citing that I had an unusual number of prior contacts and saying there was no change to my status.Their refusal to refund me has nothing to do with the specific incident, which they admitted happened. I paid for a meal, did not receive what I ordered, and was told that because of my account history, I am no longer eligible for refundseven when their service fails.This is unethical and unacceptable. A pattern of mistakes on their end should not result in customers being punished or denied their rights. Their policy essentially punishes repeat victims of bad service.

  Business Response

  Date: 04/21/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The adjustment was processed on April 21, 2024 in the amount of $22.79.
  
  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: 295334870
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/25/2025

   
  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:04/20/2025

  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.

  We made an order with *********** and someone stole the order. A new driver went to get the order and called GrubHub to explain they just needed to send the order through again so *********** could make it. They said no and told the driver we will mark the order as delivered and if the customer wants a refund they can call. Well I called and they refused to refund me even though the location and the driver called them and told them they didnt have our order because someone stole it. We had to drive to the location and pick the food up which would have cost WAY less so Id like a refund for the extra fees I paid on each items as well as the deliver fee and drivers tip. I added a screenshot of what we ordered on GrubHub and screenshots of the same order on *********** for pickup and all I want is the difference refunded to me in either a check to ********************************************* or refund the card ending in 4443 that I used. The order was under the name ** **** and email *************************

  Business Response

  Date: 04/21/2025

  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: 295292379

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

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23228625
  
  I am rejecting this response because:
  the tip you took did not go to a driver and the extra fees I paid for each item is technically theft because I had to go get my own order. If I do not receive a refund I will be disputing this with my bank and have the correct amount taken out. I will not be accepting your response of no refund when you technically stole my money, and this is not the first time. Your customer service employees need to be educated better. I was told by one employee to create another account so I can get my refunds which obviously is not true and I was also told by your driver that you told him on the phone you would be ***orting the food as delivered even though it was not actually delivered. When he told you no please dont do that, your customer service *** told the driver the customer can call us for a refund if they want one. Well, I called and was told no on a refund. That is lying and theft. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/19/2025

  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.

  Order for delivery from Grubhub missing an item, Stouffers Creamed Chipped Beef. Item was in stock at the time the shopper was in the store. Stock was confirmed via phone with me by **** customer service going to the items location in the store and seeing item. Grubhub refuses to deliver item.

  Business Response

  Date: 04/20/2025

  Hello,
  
  We have looked into this issue with your order on April 19, 2025.   We do see that the missing item was refunded in full. Unfortunately we are not able to provide a redelivery of the missing item once it has been refunded.   
  
  Reference:  295223110
  
  Please let us know if you have any other questions at  ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23226391
  
  I am rejecting this response because it is unfair to not deliver the item since it had been in stock during the time of my order and while my order was being shopped. I did not approve a refund for items I ordered that were in stock.
  
  Sincerely,
  
  ****** ***** *******

• Initial Complaint

  Date:04/17/2025

  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 ordered food through Grubhub on 4/10/25 but the order was incomplete. I requested a partial refund through the app but Grubhub denied it ever happened and denied me a partial refund. On Monday, 4/14/25 I was informed by a manager named ******* that a "special team" had been assigned to my case and would contact me in 24 to 48 hours. That time has since passed.

  Business Response

  Date: 04/18/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary partial adjustment to your order for the items you reported as affected. The adjustment was processed on 4/18/2025 in the amount of $22.18.
  
  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: 04/21/2025

   
  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'll let GrubHub know if the money doesn't show up in my bank account.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  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 04/17/2025 I placed an order with Grubhub at 8:08 AM. At 8:59 AM the delivery driver contacted me to tell me that 4 items from my order were unavailable due to limited space in the oven. The unavailable items were 2 apple pies and 2 strawberries and creme pies. Upon delivery of the order, I confirmed that the items were missing from my order and then did a refund request on the Grubhub app. The app stated I needed to contact customer service. I did so via chat and was informed that I would not be receiving a refund due to an unusual number of refund requests. I stated that if they contact the driver, she would confirm that the items were unavailable. The chat agent further refused to refund the items and suggested I call Grubhub. I called Grubhub at 9:22 AM and they told me the same thing as the chat agent. I requested that they reach out to the driver to confirm the items were unavailable. They put me on hold and when they came back to the phone, the agent stated that the driver confirmed the items were unavailable but they were still not able to issue a refund. When I demanded to know how they could deny a refund when it was confirmed by the driver that I did not receive the items, the agent ended the call.

  Business Response

  Date: 04/18/2025

  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 4/18/2025 in the amount of $8.62.

  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: 04/21/2025

   
  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:04/16/2025

  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 today through Grubhub for ******* and it was delivered to another door and they refused to give me my money back or redeliver. Spoke with a supervisor ******** and she would not refund or reorder my food. The picture that the driver sent was not my door. I have a different color mat and I did not have a trash can by the door. I called Grubhub and spoke with several people. I shouldnt have to go through all of this and I never received my food. Grubhub stole my money and only tried to give me a $5 credit so I couldnt order my food. I spoke with another supervisor ***** and she also refused. You can clearly see that is not my address. My address is ***** not *****

  Business Response

  Date: 04/18/2025

  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 4/16/2025 in the amount of $36.00 per the appeal won.

  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: 04/21/2025

   
  Complaint: 23215162
  
  I am rejecting this response because:  yes I received a refund but you did not address any part of how your employees refused to give a refund even though it was clear my order was delivered to the wrong address.  The picture speaks for itself.  The only offered a $5 credit which clearly did not cover the order and I didnt have the food.  It seems there was no concern about that and my account is blocked from placing orders.  I think is was wrong the way I was treated.  We pay a lot of money for convenience and when the order is not the way it should be or we dont receive an our order we should be compensated with no hesitation and not treated like a criminal .  I was very upset about that and you never addressed it which is not great customer service 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/15/2025

  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.

  Grubhub has repeatedly blocked my orders despite being cleared by their Advanced Transaction Review team multiple times (case *********, *********). Agents have stonewalled me and there is absolutely zero response on why this is happening. Essentially, Grubhub has basically told me to take my business elsewhere with their unresponsiveness and repeatedly deceptive and unhelpful customer support agents.This is unacceptable and they clearly have no intention of remaining in business with this disrespectful attitude towards customers.I would like my account to be permanently unblocked and a coupon issued for the multiple issues I have had.

  Customer Answer

  Date: 04/17/2025

  
  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,
  
  Ruien ***

• Initial Complaint

  Date:04/15/2025

  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.

  Im filing this complaint to highlight concerning practices by Grubhub regarding order cancellations, slow support, and retaliatory account closures. While I acknowledge my own escalation in this situation, I believe the companys structure deliberately frustrates users seeking resolution.I placed an order through Grubhub and attempted to cancel it within minutes after noticing an unusually long delivery time. I was told cancellation wasnt possible because the order was already being prepareddespite the apps tracker suggesting otherwise. I contacted support immediately, but due to delays and multiple transfers, over 30 minutes passed before I reached a supervisor. By then, they claimed it was too late to cancel.Frustrated by repeated stalling, vague answers, and refusal to acknowledge the apps conflicting information, I sent a final, intentionally blunt message. I accept responsibility for that tone and understand it led to my account being closed. That said, my frustration was a direct result of support delays and evasive behavior that left me with no fair option.This is not about compensationI am not seeking a refund. Im concerned that other customers may be similarly misled or stalled until resolution windows expire. Grubhubs structure seems designed to delay meaningful help just long enough to deny cancellation or refund requests, then penalize those who push back.I am asking for a formal review of Grubhubs customer support timelines, its cancellation process, and how often account closures follow unresolved disputes. A system that prevents timely help and punishes user frustration isnt just bad serviceits predatory by design.

  Business Response

  Date: 04/16/2025

  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.

  Your Grubhub account has been closed due to a violation of their terms of use, specifically referencing the "Your Content and Conduct" section. Grubhub states they have reviewed the activity and confirmed the violation, resulting in the inability to place further orders with this account. If you believe this closure was an error, you have been provided with a link to an appeals form.

  Reference: 294941339

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

  Grubhub

• Initial Complaint

  Date:04/15/2025

  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 used Grubhub to place a food order for delivery. Was supposed to be delivered 11:45pm-11:55pm, my front door camera was live recording, as I had it turned on watching for my delivery. No delivery ever came and grubhub is refusing to refund. I do have a screenshot of the refusal. This is completely wrong and thievery. I am livid. I will be deactivating the grubhub account. I will also be calling the restaurant. They closed at midnight, right after my order should have been delivered. I called, no answer. I also plan to dispute with my bank if grubhub will not refund.

  Business Response

  Date: 04/16/2025

  Hello,
  
  We have reviewed your concern and can confirm that we have made the necessary adjustment to your order. The refund was processed on April 15, 2025 in the amount of $24.22.
  
  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: 294914240
  
  Please let us know if you have any other questions at ******************************************************
  
  
  Best,
  Grubhub

  Customer Answer

  Date: 04/17/2025

   
  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,
  
  ******* ***