ComplaintsforGrubHub

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a $10.69 recurring fee to a card that I've only ever used to place an order on GrubHub. When I checked my apple subscriptions, GrubHub is not listed as either an active or inactive subscription. This caused my account to be overdrawn.

  Business response

  09/20/2024

  Hello,
  
  We are sorry for the unknown charges. We have looked into your complaint and we are unable to find any related information. Please respond with account details for us to further assist you or reach out to us directly: ***********************************************************;
  
  Best,
  Grubhub

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a sandwich from ****** ****** through Grubhub for my wife. After waiting two hours, I get notified that the order was canceled, and that it would take up to seven days to get my money refunded. No explanation given as to why the order was canceled, This is completely unacceptable.

  Business response

  09/20/2024

  Hello,
  
  We sincerely apologize for the inconvenience.
  
  Please see the email with reference #********* as we had sent you additional compensation for the inconvenience. 
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  
  Grubhub

  Customer response

  09/23/2024

   
  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

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am making this complaint regarding the recent refusal to reactivate my ability to login to the Grubhub for Drivers app. This is the craziest thing Ive heard honestly. I didnt break any rules or violate any processes, I just havent logged into the app in a few months so my login expired. The extremely generic email stating that my account wont be activated had no explanation and didnt even seem like an actual person. I see that there have been some legal and ethical issues with the company lately but that shouldnt warrant bad treatment for customers or independent contractors. I am trying to bring in extra funds to make some bill payments. I dont understand the issue and I really think this should be resolved or I should be able to understand what the problem is here.

  Business response

  09/19/2024

  Hello,

  Thank you for reaching out to us. Grubhub has a specific team to assist you with your concerns. We want to address your issue; however, you must follow up with ************ for further assistance. 

  To ensure your issue is escalated to the proper team, please contact courier support at  ********************************************************** and select the option ***************** Request Form.

  Best,
  Grubhub

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grubhub claims that the maximum service fee for their orders is $14, yet for several orders I was charged several dollars more. I brought this up to customer service and was told there was nothing they could do to resolve the situation and evaded my question. The service fee was also a particular amount before check out ($18.40) and was then separated into a subcategory called "other fees" so that they could claim the service fee was less than it really was.

  Business response

  09/19/2024

  Hello, 

  Thank you for taking the time to share your feedback. 

  We sincerely apologize for the inconvenience you had on your recent order. 

  The service fee was refunded as a one-time courtesy. Please see the reference ticket for further details. 

  Ref: #*********.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order with Grubhub. They couldnt deliver so I cancelled and agreed to an account credit. They sent me an email telling me I have only 90 days to use said credit. I waited a few days and ordered again. This order too, had to be cancelled because they have no drivers. I complained and they refused to refund my money because I had agreed to a credit. I waited a few days and ordered again. They had no driver and I had to cancel. They outright refused to refund my money despite the fact that it is obvious that they cant make good on deliveries. After 90 days they will, in effect, just steal my money because no matter how many times I order, they CANT deliver.

  Business response

  09/18/2024

  Hello,

  Thanks for reaching out to us regarding the issue you had with your orders.
  

  We take this very seriously and know how concerning this is.

  We have issued a refund for your order and have reached out to you via email to confirm these details.
  

  Ref: 278854579
  

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

  Best,

  Grubhub

  Customer response

  09/23/2024

   
  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

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Grubhub had me sign up for 0 fee delivery fee for one month never honored it and charged me also they said they price match doordash they did not honor they station all there call center representatives in **** or *********** and no one answer they read off a script to the customer the number I called several times to try to resolve ************

  Business response

  09/18/2024

  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: # *********
  
  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

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 09/15/2024 12:02pm (cst) I placed an order with Grubhub for $35.15 from Celorio Tortillas, after 20 minutes my order had not been assigned a driver I messaged chat support to see what was going on. Fast forward and hour and 10 more minutes later, food still has no update. I contact support through a call after some time they tell me a driver has been assigned. Around 1:40pm my food is marked as delivered and I am sent a picture in the app of the drivers car with my bag in it. I reach out to grubhub and am told nothing can be done. We are now 2 days later, GrubHub is still denying me anything even though they told me the picture is of the delivery drivers car. This is the 2nd time this company does me wrong to this amount. Supporting documents do not matter because I have sent them to this company and was denied still, they have a picture showing my order never delivered and I was still denied.

  Business response

  09/18/2024

  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.
  
  We have sent you an appeal form to fill out. Please check the email that was sent to you.
  
  Ref: # *********
  
  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

  09/19/2024

   
  Complaint: 22298864
  
  I am rejecting this response because:

  I have been told through email, chat, and voice that nothing is going to be done. You do not get to just keep money from people because you want to. Proof was shown and you deny me still. Dont lie to the people of BBB. 
  
  Sincerely,
  
  ***** San ******

  Business response

  09/20/2024

  We are writing in response to the September 17th, 2024 complaint filed by ***** San ******.

  Grubhub is the nation's leading online and mobile food and convenience items ordering and delivery marketplace dedicated to connecting hungry customers with local takeout merchants.

  By accessing the Grubhub platform, Users such as ***** agree to abide by the Grubhub Terms of Use (the Terms). The Terms require Users to agree not to harass, annoy, intimidate, threaten or engage in any racist, sexist, or other behavior that Grubhub finds objectionable to any Grubhub employees, contractors, or agents engaged in providing any portion of the Services and not to engage in any other behavior that Grubhub deems inappropriate when using the Platform or Services.

  Grubhub terminated ***** account for violating these Terms by behaving in an abusive manner towards Grubhub's ************* Team.

  ********************** has a robust ************* team to assist Users with order-related issues.

  As outlined in the Grubhub Terms:

  Grubhub reserves the right to terminate or suspend a Users access to the Grubhub platform without notice if the User fails to comply with the Terms. ********************** closed *****' account with ********************** on September 17th, 2024 based on the information above.

  Ref: *********

  Please contact us if you have any additional questions.

  Best,
  Grubhub

  Customer response

  09/23/2024

   
  Complaint: 22298864
  
  I am rejecting this response because: as you can see in the picture and literally everything else sent food was not delivered. You cannot call yourself the leading mobile delivery service when every where you look, EVERYONE is rating Grubhub horribly. My account was terminated because after asking the *** multiple times to stop telling me I apologize and understand what youre going through then in that same breathe tell me there is nothing to be done even though they can see the food was never delivered. After asking multiple times for them to stop doing this I raised my voice and use words not approved by Grubhub. Yet when I make complaints about the *** being rude to me nothing is done. All this company has do though is prove with their own evidence that they are allowed to treat people poorly and steal money from them without recourse to them because they are a huge company. Instead of staying on topic of the issue of stealing my money even when you have all details showing it was never delivered, you as a company first decide to lie to BBB claiming it is being escalated when I already submitted proof that it was not being escalated, so you come back and change the subject to closing my account because I dont tolerate people being rude to me and telling me nothing can be done about the company stealing my money. If you want to continue with this facade to steal money from a now former customer without giving any proof to support your claim on anything to do with this matter at hand. Shows clearly you are doing everything in your power to keep money that doesnt belong to this company in any way shape or form. 
  

  As a last attempt at full transparency I have uploaded the pic that was sent of my food in the Gurbhub drivers car that was submitted to Grubhub and they decided to still deny my claim. Since Grubhub fails to be transparent and refuses to respond to the actual complaint with truth. 
  

  I had email the picture to myself because of the file size restrictions from the BBB. Website
  
  Sincerely,
  
  ***** San ******

  Business response

  09/24/2024

  Hello,

  Thank you for reaching out.
  

  We take this very seriously and understand how concerning this is.
  

  We can confirm that a refund has been issued for your order from September 15th, 2024.
  

  Please check your email and use the below reference number for more detailed information regarding your refund.
  

  Ref: 276866996.
  

  Please be aware that we maintain that you have violated our terms of use and if you wish to maintain your account, then you will have to submit a written appeal using the form that was previously sent to you via Ref: 278760407
  

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

  Best,
  Grubhub

  Customer response

  09/25/2024

   
  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,
  
  ***** San ******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order 67252742-3988328 I received an email that the merchant adjusted my order! They did not have my Ivory soap in stock. The email said the items would be refunded. I checked my order total on the view order details page and not only was the $14.98 for the Ivory soap not removed. I was charged an extra $10! My order total went from $28.40 to *****. I contacted Grubhub about this via chat and email multiple time as they refused to refund the adjusted item. The driver even left the store receipt for the items in the bag. (Which I still have). Proving that those items were not purchased. And this is unacceptable! You are basically taking money from me and if it is not rectified by tomorrow when the charge settles in my bank i will send all of this information to my bank and file a chargeback.

  Business response

  09/18/2024

  Hello,

  Thank you for taking the time to provide your feedback. 

  We apologize for any inconvenience. After further review, we've refunded the missing item from your order. 

  Please see reference ticket for further details. 

  Ref: #*********.
  
  If you have further questions, please reach out via ******************************************************
  
  Best,
  Grubhub

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  transaction date 04/26/2026 emailed Sept 6th 2024 to customer service need itemized copy of receipt was told they could not give me the receipt even though they were able to find the transaction and I was able to provide them with the information they needed. I talked to representative to assist me with needing a receipt for a purchase. I complied with all the information needed. they found the transaction but stated they could not give me the receipt of payment. they did not provide a reason instead told me to contact my financial institution.

  Business response

  09/17/2024

  Hello,
  
  Thank you for reaching back out to ***
  
  We have received your request and have emailed you directly regarding the single charge located under an unverified account.  
  
  Ref: 277958898
  
  We sincerely apologize for the inconvenience!
  
  If you have any questions or concerns, please contact us at *****************************************************
  
  Best,
  Grubhub

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for food on 9/13/2024 from ***********. The food was terrible, and it was old. I did submit a complaint to Grubhub. I reached out to them today for a refund and I was told I was out of the 48-hour window. The representative did not take more than 2 seconds to review my account. I placed the order on Friday, and it is Sunday. I was working and studying all weekend, so I did not have the time to follow up until today. I would like my money to be refunded for the $28 that I spent on that horrible food. I also think that they should train their employees on how to interact with customers and take more than a second to review a complaint.The email which my Grubhub account is associated is ************************ and my phone number is **************

  Business response

  09/17/2024

  Hello,

  We're sorry to hear about your recent ordering experience and that you did not receive the resolution you were looking for when contacting our customer care support team.

  We sincerely apologize for any inconvenience this has caused.

  As a one time courtesy, we have issued a refund of $28.75. Please allow up to five business days for the refund to reflect on your end.

  We ask that you please report any issues within 48 hours to ensure you are receiving the best support possible.

  Ref: 278739312

  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. ↩