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

2,405 total complaints in the last 3 years.
942 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:12/26/2022
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.
Food was delivered from asian flavor and it made me sick immediately..grubhub didn't want to contact anyone or give a refund..
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear your ordering experience and to hear you were unable to receive assistance when contacting our customer support team. We sincerely apologize for the inconvenience this has caused.

We reviewed this for you and see that our customer care support team has spoken to you regarding your experience and issued a refund for the affected item that you reported. However, as a courtesy, we have refunded the remainder of your order. An additional confirmation email regarding the refund has been sent to you.

Please know you can also reach out to your local health department concerning this matter.

If additional assistance is needed, please feel free to contact us at *****************************************************.

Best,

Grubhub
Initial Complaint
Date:12/25/2022
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 some pizza from grubhub, it never arrived and they refused to give me a refund. They offered $20 coupons instead and said I had to appeal for a refund which takes **** days. Meanwhile I'm out $50 and got nothing. This is ridiculous.
Business Response
Date: 12/26/2022
Hello,

Thank you for reaching out to us regarding a recent ordering experience you had. Upon review, due to an unusual number of refunds/concessions on recent orders, we were unable to process a refund and why we asked you to fill out our refund appeal form.

We have since received and reviewed your refund appeal. We have sent you an email with the decision on your appeal.

If additional assistance is needed, please feel free to contact us at ***********************************************************;

Best,

Grubhub
Customer Answer
Date: 12/27/2022

Complaint: 18639121

I am rejecting this response because: In the email regarding the refund I am warned about continued violations of their terms and conditions, despite having NEVER violated any of them. They are pretending I was abusing their refund policy, which I wasn't. Their service is so bad that it requires refunding their customers, that's not my fault. I unsubscribed from their plus service and had them delete my account. Terrible business.

Sincerely,

*******************
Business Response
Date: 01/02/2023
Hello,

Thank you for your feedback about your experience. We will provide this feedback to the correct department for further review.

Best,

Grubhub
Initial Complaint
Date:12/25/2022
Type:Sales and Advertising 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 12/25/2022 my account was hacked and the email address was changed. After trying through multiple chats to get the email changed back to my correct email so I could reset the password I have received no help. One representative said the email had been changed back and I would be able to reset the password, this was not accurate as after repeated attempts I still did not receive the reset email. I was told all my payment information was removed from the account to prevent further orders but I am not sure if that is true as I cannot get into the account to ensure it has been removed and update the password.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear there was unauthorized activity on your Grubhub account. We take this matter very seriously and we appreciate you for bringing this to our attention.

We escalated this matter to our Advanced Transaction Review Team. They have completed their review and have emailed you with additional information.

We hope this helps resolve your matter.

If additional assistance is needed, please respond to our email or contact us at http://www.grubhub.com/help/contact-us.

Best,

Grubhub
Customer Answer
Date: 12/27/2022

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:12/25/2022
Type:Customer Service 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.
My GrubHub account was hacked on December 23. Not only did the individual who hacked my account change my email associated with the account, but they were also able to pay for their delivery on my PayPal account. As soon as I was aware, I contacted customer service at ******************** where I spoke with a customer service agent. She informed me that a supervisor would be following up with me that evening, but there was nothing that she could do. It has now been two days and no one from GrubHub has followed up with me to give me any resolution to this very serious matter. I filed a police report due to the fraudulent charges to my PayPal account. Also, with concern to others that *** have been hacked by this individual, and how much money they could have stolen or have stolen from other people. It is apparent that GrubHub does not take these situations very seriously given their lack of correspondence with me regarding my situation. I had not used my GrubHub account in over five years. You would think given that timeframe more security measures would have been in place for new activity after so long of being dormant.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear there was unauthorized activity on your Grubhub and there has been a delay in getting this matter resolved for you. We absolutely take this matter seriously and we appreciate you bringing this to our attention.

We escalated this to our Advanced Transaction Review Team for review. They have emailed you with additional details.

We apologize for any inconvenience this has caused.

If additional assistance is needed, please feel free to respond to our email or contact us at ***********************************************************;

Best,

Grubhub
Initial Complaint
Date:12/24/2022
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 December 19, 2022 I was notified by GrubHub that my email address had been changed and to report it if it was not me. I also received an email from GrubHub that someone had ordered $47 worth of food in ********** on my account. I called my credit card company and my credit card company started fraud procedures. This has involved canceling my credit card. I also immediately sent an email to GrubHub letting them know that I did not change my email. I have received no response to this email to date. I also notified GrubHub via chat. No action was taken on the part of Grubhub, and my account was not restored. I was told that the complaint would be escalated and that I would hear back from GrubHub within 48 hours. I did not hear back from Gara pub. On the 22nd I contacted GrubHub via Chat again. The agent apologized and said that I would be hearing from someone within 24 hours. My credit card company has been the only entity that has taken action. GrubHub has still not contacted me, has not restored my account, and has not been able to assure me that my information has been protected
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear there was unauthorized activity on your Grubhub account and there has been a delay in getting this resolved for you.

We sincerely apologize for the inconvenience this has caused.

We escalated this to our Advanced Transaction Review Team for review and they have reached out to you by email with additional information.

We hope this helps resolve your matter.

If additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help/contact-us.

Best,

Grubhub
Customer Answer
Date: 01/02/2023

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.
This shouldnt have taken getting BBB involved to resolve.

Sincerely,

*********************
Initial Complaint
Date:12/23/2022
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.
On order 64822106-7310065, Grubhub told me the whole order would be refunded. That has not happened.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear you did not receive a full refund on your order. We appreciate you bringing this to our attention and apologize for any inconvenience this has caused.

We looked into this for you and do see that only a partial refund was applied. We have refunded the rest of the order for you, and a confirmation email was sent to you as well.

We hope this helps resolve your matter.

If additional assistance is needed, please feel free to reach out to us at *******************************************************;

Best,

Grubhub
Initial Complaint
Date:12/23/2022
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.
My account was hacked on 11/9/22 and unauthorized purchases were made. Multiple Grubhub representatives assured me that I would not be charged for the fraudulent charges, however I was still charged. I have followed up multiple times and the few times I have received a response, it has been telling me to be patient. I contacted my bank and they refunded me for one of the fraudulent charges but mistakenly let the other charge go through. Grubhub should refund this charge as they promised multiple times.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear that there was unauthorized activity on your Grubhub account and that there has been a delay in getting this resolved for you. We sincerely apologize for the delay and for the inconvenience this has caused.

We escalated this to our Advanced Transaction Review Team and they were able to look into this for you. They have sent you an email with additional information.

We hope this helps resolve your matter.

If additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help/contact-us.

Best,

Grubhub
Customer Answer
Date: 12/29/2022

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:12/23/2022
Type:Service or Repair 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 received a GrubHub gift card on 12/8/22 of $100 and later that evening attempted to use my gift card on an order. Oddly, shortly after I placed my order I noticed that it was canceled and refunded. I assumed that maybe the restaurant was closing and couldn't process it so I ordered from another restaurant and this new order was also canceled and refunded. I tried another restaurant and the same thing. I then reached out to support and they told me that my account was under review and that someone would get back to me via email. Well here we are 2 weeks after this first occurred and after much back and forth with support & social telling me "it is still being reviewed", I still have not been able to use my $100 gift card. I still have not received explanation for this very weird issue. I have asked if my gift card that I added to my account could at least be removed so I can create a new account and place an order. I was informed this was not possible. Here I am not able to use my $100 gift card and getting the run around. I have tried being patient and understanding but after not being provided with any helpful solutions or any help at all for that matter I am furious. I actually work in eCommerce/Digital Marketing and we would NEVER allow a customer to not use a gift card that is legally theirs and our Dev team would never need 2 weeks to fix anything like this. In fact, I reviewed a lot of their BBB complaints here and I have seen so many people with the same issue. I thought I was an anomaly. If they were able to fix their issues so promptly after filing a complaint then why am I still waiting 2 weeks later to use my $100 gift card? I sense some very shady practices and I need a resolution ASAP. Either cancel the gift card I applied to my account and issue me a new one or offer my a credit of some kind. I haven't notified the issuer of the gift card but I will be sure to have them contact their bank if this is not resolved.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear thar you have been unable to use your gift card due to your orders not processing through to completion and that there has been a delay in getting this resolved for you.

We had our Advanced Transaction Review Team review this for you and they have sent you an email with additional information.

We sincerely apologize for any inconvenience this has caused.

We hope this helps resolve your matter.

If additional assistance is needed, please feel free to respond to our email or contact us at http://www.grubhub.com/help/contact-us.

Best,

Grubhub
Customer Answer
Date: 12/27/2022

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:12/22/2022
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 have received the worst customer service in my life from ********************** today. And the fact that this order was not IMMEDIATELY refunded with a courtesy order delivered shows what a horrific, trashy service you are running. A grubhub driver just tried to deliver food to my house. And it is not the food that I ordered at all. It is completely from a different restaurant. I need a refund IMMEDIATELY of this entire order. I also waited almost 2 hours to still have no food, which is unconscionable. **************** is completely useless at this company. If my refund is not processed immediately, I will never order using your service again. There is simply no excuse for not addressing this as soon as it occurred. And its ALL YOUR DRIVERS FAULT.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear about a recent ordering experience you had with us. We appreciate you bringing it to our attention so we could look into it for you.

We will be sure to escalate your experience and feedback to the correct department for additional review.

As for your order, we can confirm a full refund was issued on the same day you reached out to us for assistance and follow up email was sent out to you as well.

While we consider this matter to be resolved, if additional assistance is needed, please feel free to reach out to us at ***********************************************************;

Best,

Grubhub
Customer Answer
Date: 12/27/2022

Complaint: 18630268

I am rejecting this response because: when I tried to place an order today, the order was blocked. I then asked customer service why and they could not explain this. So the explanation you have given is not congruent with the attached email I received claiming policy abuse. The only abuse here is the abuse I have endured from your poor customer service.

Sincerely,

***********************
Business Response
Date: 01/02/2023
Hello,

We have deemed that you violated our terms of use, specifically the section titled "Your Content and Conduct" and therefore we will no longer be accepting your orders. In the email that was sent to you last Wednesday, we provided you with a link in order to appeal our decision. If you wish to appeal, please fill out the form. Once completed, we will review your appeal and follow up with you by email once our review is complete.

Best,

Grubhub
Customer Answer
Date: 01/04/2023

Complaint: 18630268

I am rejecting this response because: your business has this all turned around. I havent violated a single thing. Any order I complained about was a valid complaint. Heres whats going to happen, your business is going under and I will with pleasure no longer be a customer. Thats not an issue for me with your absolutely horrible service. Its money out of your pocket. Your business is failing and making false claims against customers is slanderous and defamatory. Dont ever send me another email again. I look forward to seeing you go out of business!

Sincerely,

***********************
Initial Complaint
Date:12/22/2022
Type:Sales and Advertising 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.
Was sent the wrong order on 12/9/2022 and we spent almost $90 on the food. All we wanted was our food but no one was able to help me. I just kept getting transferred from person to person with no resolution and empty stomachs. I spend so much with this company to be treated like c*** and still have no food or real resolution. They just kept blaming the restaurant and offering a refund that takes 3-5 business days to get back and then telling me to reorder. That was all the money ********** day so I was not able to just reorder. Then they said that we did not spend enough money for them to resend the order. Is $85-$90 really not enough money to just get the food reorder. I asked for a credit on my account so we could place a new order and again there was no help. So we never got our food and no resolution.
Business Response
Date: 12/26/2022
Hello,

We're sorry to hear you received the incorrect order and that your overall experience was a poor one. We understand how frustrating this can be and we sincerely apologize for the inconvenience this caused for you.

We will be sure to provide your ordering experience and feedback to the correct department for review.

Upon review, while we were unable to provide you with a new order or with a credit to place a new order, we do see our customer support team did provide you with four $25 Free Grub codes in addition to the refund of your order. Additionally, three of those $25 Free Grub codes have already been redeemed. Therefore, we consider this matter to be resolved.

Best,

Grubhub

Customer Answer
Date: 01/02/2023

Complaint: 18629139

I am rejecting this response because:

Sincerely,

********************************************
Business Response
Date: 01/02/2023
Hello,

We're sorry, but no information was provided as to why you do not believe your matter to be resolved.

If additional assistance is needed, please feel free to reach out to us at *****************************************************.

Best,

Grubhub

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GrubHub is NOT a BBB Accredited Business.