Business Profile

Food Delivery

GrubHub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

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.
943 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:04/14/2025
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 have had a GrubHub+ account for a number of years and use my debit card for that automatic $9.99 payment made monthly on the 29th. Their service has always been good up to now. Heres what happened:1. I just discovered that since last September, Grubhub as been taking that $9.99 payment out of my account TWICE monthly, on the 4th, in addition to the one in the one on the 29th. That makes nearly $70 extra dollars since September.2. When I called ***************** the representative told me he could only refund one month out of those 7 months of payments. After much discussion, he would not move off that position so I asked to speak with his supervisor.3. Finally, the supervisor, ***** came on the line and flatly refused my request for a full refund or credit. I told him that his refusal was an act of theft, illegal.4. And when I asked to speak to someone else who could make my request happen, he refused saying, that HE, ***** was the end of the line for complaints.5. So I asked **** for the name of his supervisor. He refused, saying that Grubhub doesnt give out that information.6. And when I asked **** for his last name, he refused to give it, saying that Grubhub wont let that information out.7. I told him that his organization is corrupt and hung up. I was so angry that I didnt wait to get my ONE MONTH REFUND. Instead, I went to my account online and cancelled it.
Business Response
Date: 04/16/2025
Hello,
Thank you for reaching out to us, we have received your request.
We are so sorry to hear that you are unhappy with the outcome of your Grubhub+ refund request as we are unable to process past 30 days. We were unable to locate a 2nd charge on an additional account owned by you.
Please feel free to reach out to your financial institution to dispute any charges you do not feel are valid, and refer to our Membership Terms of Use ************************************************************* if you have any additional questions or concerns.
Reference: #*********.

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

Best,
Grubhub

Customer Answer
Date: 04/17/2025

Complaint: 23204175
I am rejecting this response because:
Sincerely,

******* ******
Sadly, it's quite evident that no one in your organization did the proper research of your records OR someone in your organization is skimming the extra payment I have been making to Grub Hub each month since September of 2024 (7 months). This situation is not a banking error/problem. To make things perfectly clear, I am forwarding to you a 7-page document, one for each month with information copied from my credit union account clearly showing 2 monthly Grub Hub payments, on the 2nd and 29th, all on the same dates except for February since that month only has 28 days. Your organization made these extra deletions to my account, not the bank or any other organization.

Business Response
Date: 04/18/2025
Hello,

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

We have already reviewed your request but was unable to identify this 2nd charge under a Grubhub account owned by you.

We suggest reaching out to your financial institution to dispute this charge for further assistance with securing your financial information.
Reference: #*********.

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

Best,
Grubhub

Customer Answer
Date: 04/22/2025

Complaint: 23204175

I am rejecting this response because: Despite the documentation sent to **** Hub they simply doubled down on their refusal to acknowledge that they took double payments for 7 months from my credit union accounts. Stonewalling.

Sincerely,

******* ******
Initial Complaint
Date:04/14/2025
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.
Ordered chilis in ********* ******* from GrubHub, the driver messaged me saying someone picked up my food already so I contacted GrubHub for a refund and they not only refused to help they marked my order as delivered!! I never received my food and paid over 50 bucks for this trash service. I am demanding a refund!
Business Response
Date: 04/15/2025
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 on4/15/2025
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: 294964152
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,

*** Lack
Initial Complaint
Date:04/14/2025
Type:Billing 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 suspended with a giftcard credit claimed on the account and an active ********************** plus subscription.I am unable to spend the credit on my account. I also have multiple grubhub giftcards that I am unable to spend because they suspended my account.I have never broken any Grubhub Terms of Service and holding my money from me is illegal.I am requesting them refund me the value of my account credit and gift cards I have or to unsuspend my account so I can use them.
Business Response
Date: 04/15/2025
Hello,

We apologize for the inconvenience caused regarding your account being closed and gift card issue.
We have made efforts to investigate this matter, but we were unable to locate any relevant contact information based on the details provided on the closed account as no gift card is showing. You may also fill out the previous appeal link sent to you when the account was closed.
To assist you further, please reply with the account email address, phone number, or order number associated with your concern so we may review further.
You can also reach out to us directly at: ***********************************************************;

Best,
Grubhub
Customer Answer
Date: 04/19/2025

Complaint: 23202947

I am rejecting this response because:

After I sent this, my account was unsuspended. Then I was able to place orders again and today again for no reason at all my account was suspended or some sort of ban was placed on it making me unable to place orders. I have not done anything at all to recieve this it is completely random.

Sincerely,

Destin Colon
Business Response
Date: 04/21/2025
Hello,

We have looked into this issue and see that the account was blocked due to a violation of our policies.

Reference: 295374850

Let us know if theres anything else we can help with at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/22/2025

Complaint: 23202947

I am rejecting this response because:

I was not given a reason why it was closed. I have never broken Grubhub TOS.

Tell me why my account was closed if its valid.

Refund me the giftcards I purchased since I can no longer use them. I will provide the codes of them so you can refund them to me.

Sincerely,

Destin Colon
Initial Complaint
Date:04/14/2025
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 ordered almost $60 worth of food for my son and I after just getting home from a vacation. As I was tracking the order, I see the driver is close and the food should be arriving soon. We chose contactless delivery- someone usually knocks or rings the doorbell then sends a picture confirming receipt. I received an automatic text stating delivered but no picture. When i went to grab the food, noting was there. I called the driver 2x and also text. No response. I even drove around my complex to sse if it was delivered to the wrong apt. I immediately called grubhub to let them know my orded never arrived and I would like it reordered because it was **** and we still needed to eat. The *** told me she couldn't issue a refund. Doesnt make any sense since we had no food at all. I even tried the chat option and was given the same response. Unacceptable! The driver steals my food and I am the one who has to pay for it? Almost $60 gone and they only offer me a $5 credit. I have used this company for several years and have spent thousands of dollars. The only other option is to dispute the charges with my bank and I will never use Grubhub again for stealing from me!
Business Response
Date: 04/15/2025
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: 294842543
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:04/13/2025
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 for the convenience off grubhub. They went wait past the *** and did not refund my order when I contacted them. Wasted my time on chat for 30 mins. Then offered me small credits that dont even cover the significant difference in price between going into the store vs grubhub price. Then they wasted my time. Nothing for the inconvenience. Then they cancelled the order and didnt refund me. Gave me two 5 dollar credits. The manager I talked to did not help one bit. ********* A
Business Response
Date: 04/14/2025
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 4/13/2025.
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: 294837128
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Initial Complaint
Date:04/12/2025
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.
Hi, I placed an order for pickup. I received an incorrect order, upon contacting the customer service chat, they said they cannot do anything to fix it and I am left with incorrect food that I did not order. I would like a refund at this point, please. Thank you in advance.
Business Response
Date: 04/14/2025
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 4/14/2025.
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: 294872178
Please let us know if you have any other questions at ******************************************************

Best,
Grubhub
Customer Answer
Date: 04/15/2025

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.
Initial Complaint
Date:04/12/2025
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 through the GrubHub app to get items from a local ******* grocery store. Some of my items were out of stock and a refund was issued for those items. However, there were still 2 missing items. Since a refund for the out of stock items was already issued, the Help button that customers use to notify ******************** of an issue was not available. It took a long time for me to figure out how to contact GrubHub about this issue, and when I did finally figure it out, GrubHub stated that it was too late to issue a refund as more than 48 hours had passed. When I asked about the option for a credit on a future purchase, they again said since it was more than 48 hours, they could do nothing. So they took my money and did not provide the 2 missing items or do anything to reimburse me for the missing items.
Customer Answer
Date: 04/14/2025

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. As soon as they were informed that I had filed a complaint with the BBB, they suddenly reversed their decision and resolved the issue. My issue is resolved and my complaint can be closed.

Sincerely,

***** ********
Initial Complaint
Date:04/12/2025
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 placed order form ********* and paid 30.22$ and when I called grubhub they refused to refund me Id like this order refunded before I escalate this Delivery wasnt made at all ***************
Business Response
Date: 04/13/2025
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: 294619752

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

Best,
Grubhub
Initial Complaint
Date:04/11/2025
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.
GrubHub does not offer refunds for wrong items sent. They offer partial credit. I did not order this item. This is the 5th time this has happened. They need to be held responsible for their drivers and wrong items sent.Also, there needs to be an option to have a US representative. This is an outrage. I'm out of money and they won't give me a full refund. It's time to end bad customer service and hold these businesses accountabale.
Business Response
Date: 04/12/2025
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. However, you do have the option to submit a written Refund Appeal. If you are interested in this option, please reach out to us at the link provided below so we can assist you with that process.
Reference:294644693
Please let us know if you have any other questions at ***********************************************************;

Best,
Grubhub
Initial Complaint
Date:04/10/2025
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.
Grubhub refuses to honor their guarantee because theyve made too many concessions on issues that *** had.
Business Response
Date: 04/11/2025
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: 04/11/2025

Complaint: 23186669

I am rejecting this response because: they refuse to live up to their Guarantee. a Guarantee isnt optional it is mandatory any responsible business honor their guarantee.

Sincerely,

**** *******
Business Response
Date: 04/14/2025
Hello,

We have looked into this issue and have sent you an email with more information.

Reference: 294884414

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

Best,
Grubhub
Customer Answer
Date: 04/15/2025

Complaint: 23186669

I am rejecting this response because: They have not given a reason for why they arent honoring their guarantee.

Sincerely,

**** *******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

GrubHub is NOT a BBB Accredited Business.