ComplaintsforGrubHub

Food Delivery

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Initial Complaint
08/25/2024
Complaint Type:
Delivery Issues
Status:
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.
Ordered from this company many times in the past 90% of the time the order is missing items and sometimes the order never even shows up. Today August, 25th I ordered again and the order was late and also missing items. I contacted GrubHub through chat only to be told they will not refund me due to previous time's of me complaining about my order not showing up or missing items. Therefore I am contacting you to get refunded. This place is boarder line of being very deceptive with customers and almost never want to correct errors. I want a full refund from this place and after that I will never order from them again.
Business response
08/27/2024
Hello,
Thank you for reaching out, we are sorry to hear that we did not meet your expectations on your recent Grubhub order.
We are unable to provide a refund because you may have received an unusual number of refunds or concessions on this or previous accounts
Ref: ***********
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer response
08/28/2024

Complaint: 22194215

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
08/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have the GrubHub plus (GH+) subscription so I don't pay delivery fees on Gh+ participate restaurants. An order I made to a restaurant that is clearly marked in the app as for GH+ with no delivery, upon reviewing the receipt I was charged a delivery fee. I have screenshots as proof.
Business response
08/26/2024
Hello,
Thank you for reaching out, we are sorry to hear that we did not meet your expectations on your recent Grubhub order.
The Grubhub+ $0 delivery fee at participating restaurants applies to orders with a subtotal of $12 or more. Since the subtotal of your recent order was $10.48, it did not qualify for the Grubhub+ benefit of free delivery.
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer response
08/28/2024

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. Though such things should be visible prior to the completion of the order and not hidden in the fine print or FAQ of the app.

Sincerely,

*********************************************
Initial Complaint
08/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order and tried to cancel because it was running so late. They assured me it would be on time twice. The order was late. The food was cold and the order was wrong. I asked to be refunded just for the part that was wrong. They agreed to the refund but never actually did it. I have chatted and emailed and kept being told it was refunded. The bank says it was not. They billed the entire amount and did not issue a credit. They should have refunded the whole thing but I didn't ask for that and was trying to be fair.
Business response
08/22/2024
Hello,
Thank you for taking the time to share your experience.
We've sent you a screenshot of the refund as a confirmation.
Ref: #*********.
If you have further questions, please reach out via ******************************************************

Best,
Grubhub
Customer response
08/23/2024

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
08/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered food on August 16 at 8:16pm and when it got time for the food to come and I went out to the front of the apartment and I sat out there for 45 minutes and they still didn't come....so around 10 i tried to contact and took for 3 day finally contact the customer support...and so when I did contact the customer support department they going to say I can't get a refund cause I have did to many in the past but this is my first time never using grubhub....
Business response
08/22/2024
Hello,
Thanks for reaching out to us about your order. We have looked further into this issue and have refunded the order and sent you an email.
Ref: (276919202).
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer response
08/22/2024

Complaint: 22172272

I am rejecting this response because: I havent received a refund or an email about a refund so when am I going to receive either or..

Sincerely,

*****************************
Business response
08/26/2024
Hello,

Thanks for reaching back out to **. Please check your email address listed under your account for the refund confirmation previously sent.

Ref: 276919202.

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

Best,
Grubhub
Customer response
08/26/2024

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
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Last month a in *** while my car was parked at *********** a seamless grubhub driver dropped his bike into my car causing obvious damage while delivering to apt 1E. There were witnesses that provided their phone numbers, also the recipient receiving the food provided the actual order on the app so Grubhub would know exactly who it was. They choose to support a contractor/employee with no moral compass committing a hit and run with witnesses. I have dealt with customer care numerous times to no avail and sent all the information to their security **** at their headquarters. Its a shame they are not coding the right thing.
Business response
08/20/2024
Hello,

Thanks for reaching out to us regarding your experience with Grubhub.

We take this very seriously and know how concerning this is. We have sent an email requesting additional information.

Ref: #*********

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

Best,

Grubhub
Customer response
08/21/2024

Complaint: 22163029

I am rejecting this response because:
I have received no recent email from Grubhub as stated I would in the response. All they do is say in this BBB message is that they take it seriously and its concerning. That is pretty much all there emails in the past have said.

Sincerely,

***************************
Business response
08/22/2024
Thanks for reaching out to us regarding your experience with Grubhub.

We understand how important this is and want to assure you that we take this seriously.

After reviewing the situation, well need video evidence of the incident before we can proceed with any action. Once we receive that, well be able to look into this matter further.

Ref: #*********

If you have any more questions, feel free to reach out to us at ******************************************************.

Best,
Grubhub
Customer response
08/23/2024

Complaint: 22163029

I am rejecting this response because:
why is someones word not good when it does work in a court of law? Not every crime is videotaped although I have been in contact with building concierge . Why am I doing the research and leg work. It was reported with witnesses and pictures. The ball is in court. Why are you supporting a hit and run by your contractor that was reported by witnesses ? Where is the moral compass? Shame on you.
Sincerely,

***************************
Initial Complaint
08/18/2024
Complaint Type:
Delivery Issues
Status:
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.
i ordered food from grub hub and the driver dropped my food off at the wrong address and when i went to go get my food it wasnt at the spot they dropped it off.
Business response
08/20/2024
Hello,

Thanks for reaching out to us regarding your recent experience with Grubhub.

We take this very seriously and know how concerning this is. We have processed a refund for your order. Please check your email for more information regarding the refund.

Ref: #*********

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

Best,

Grubhub
Initial Complaint
08/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed a food delivery order and then tried to cancel the order on the app because the *** was too long. The app glitched and old me to talk to customer care. By the time customer care came online, they mentioned that the restaurant had started cooking so I had to pay the full cost - even though it was a technology issue on their side for not being able to cancel the order within the *** they defined. When I pushed further they mentioned they were unable to do anything and I had to pay. I want a refund of my order.
Customer response
08/20/2024

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
08/18/2024
Complaint Type:
Product Issues
Status:
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.
GrubHub owes refund of numerous membership charges for $9.99/month going back months.everytime they say theyre refunding everything ever charged and ensuring it's cancelled. charges never refunded and see it continue to charge each month.numerous aagents have said they would refund everything and ensure not charged again. never happens
Business response
08/20/2024
Hello,
Thank you for taking the time to leave your feedback!

We can confirm that your Grubhub+ Subscription was canceled and the most recent charge was refunded on 8/18 at 2:27 PM for $9.99.
Ref: #*********.
We've sent a receipt to confirm the refund in the referenced ticket number.
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Initial Complaint
08/16/2024
Complaint Type:
Product Issues
Status:
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.
Delivery driver left food on ground and bugs. Got in it and grubhub. Would not give me a Refund or credit. This is the second time this happened
Business response
08/18/2024
Hello,
Thanks for reaching out to us about your recent experience on your previous order. We take this very seriously and know-how concerning this is. Please check your email and use the Reference Number #*********. Or you can reach out to Grubhub via ******************************************************
Best,
Grubhub
Initial Complaint
08/16/2024
Complaint Type:
Order Issues
Status:
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.
This company is so corrupt. They fail to deliver what you pay for and refuse a refund. Reporting them to the government and Amazon. Pathetic Amazon thought to partner with these thieves. I expect a refund.
Business response
08/18/2024
Hello,

We have looked into your account and see that it has already been escalated to a Specialist for review. At this time, there has been no change to your status. We understand this can be frustrating but know we are working hard on your account.

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.

Ref: 276551316

We appreciate your patience and apologize for any inconvenience.

If you have any questions or concerns, please get in touch with us at *************************************************.

Best,

Grubhub
Customer response
08/19/2024

Complaint: 22155427

I am rejecting this response because: they didn't do anything.

Sincerely,

*******************
Business response
08/20/2024
Hello,

Thank you for reaching out to us.

At this time, we are unable to provide a refund or concession. Your account has been escalated for further review by a Specialist and is pending review. This review may take 7 to 10 business days. Please keep in mind that you will only receive an email from us if there is a change in your account status.

If you do not receive an email, it means there has been no change, and we are still unable to process a refund or concession for you.

Ref: #*********

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

Best,

Grubhub
Customer response
08/21/2024

Complaint: 22155427

I am rejecting this response because: it is illegal to keep money for items you dont deliver. Your company should be shut down.

Sincerely,

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

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