ComplaintsforSeamless

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over a month ago I attempted to place an order and it didn't go through. I tried a few more times and then assumed there was an issue with the restaurant and I tried ordering from another restaurant which also didn't go through. I then assumed there were either GrubHub issues or someone attempted to access my account, locking me out. I called support who didn't give any info or comfort that my account was secure but told me it would be usable soon. When it wasn't I called back and was eventually told it was blocked for violation of terms, which was a shock. No one reached out to me to say that 1) my account wasn't hacked or 2) that my account had been blocked for terms. I have called several times and heard it was under review by a back office team that would reach out. As it's been over a month, I called again today and was told that it will remain blocked and is not appealable. I have requested to speak to the involved ***** but was told is not possible. No one can explain what terms I violated and I've offered to go through my order history and state any order issues as I have had several issues with orders being late, cold, and incomplete. GrubHub has a guarantee. If a rep hears my issue, agrees, and processes a refund, then, at least at the time, someone felt I was in the right. I assure that my order problems were legitimate so I do not appreciate the way this was handled by either the back office or any of the representatives who I spoke to and acted like I had some kind of stigma and rudely told me to read the terms. To this date I do not know what terms I have violated despite having read them. While waiting for my account to be restored, I have continued to receive promotional codes which I have tried to use only to find out my account remains blocked..I would appreciate being able to speak to someone who can help with this issue and not just a representative or their supervisor. My character deserves far better than the way this has been handled.

  Business response

  11/20/2021

  Hello *****, 

   

  As a courtesy, we have reviewed your account again for reconsideration. However, upon review, we have determined that the information you've been provided by previous representatives are accurate and complete. Therefore, we are no longer accepting your orders. 

   

  Best, 

   

  Grubhub

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband accidentally used my credit card to send me a $50 gift card as a gift.He tried to back out the transaction but it was too late. Then I tried to redeem the card and it wouldnt apply to my account. So I contacted Grubhub who basically said Oh well. Too bad. So not only didnt get the gift card but the took money off my credit card. If they cant credit me back my card then they should allow me to use the gift card. No one gets back to you. I want my $50!!!!

  Business response

  11/19/2021

  Hello *********, 

   

  We're sorry to hear about the issue you had regarding your gift card and not being able to apply it to your account. We looked into this matter further, and our records show that you were able to redeem and use the gift card. However, if this is not the case, we recommend contacting the vendor where the gift card was purchased or by contacting your banking institution for additional assistance. 

   

  Best, 

   

  Grubhub 

  Customer response

  11/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I don't believe I should have to contact any third party- that is there job. They should contact them and have them refund me. 

  *********

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer response

  11/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It is your third party Vendor so you would have all the access in the world to contact them and get it resolved. you just refuse to. 

  Provide the information and when they don't help me. What am I supposed to do? 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  12/01/2021

  Hello *********, 

  
  
  Our apologies, but since the gifts card have been used, you will need to reach out to your financial institution for additional assistance. 

  
  
  Best, 

   

  Grubhub 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charge for a premium membership which I am and cannot utilize. Process payment but not membership, told customer service to cancel and was informed it would be . To still be charge and also unable to use said service.

  Business response

  11/05/2021

  Hello *******,
  
  We're sorry to hear about your experience while using our services. After further review, we can confirm that your request was escalated to the proper team. We'll follow up with you via email as soon as your request for a refund is complete. 
  
  Please let us know if you have further questions or concerns.
  
  Best,
  
  Customer Experience 

  Customer response

  11/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Proper support Team Never Got in contact , This Is What Has Been Happening For Over Three Months now . Still waiting to have this same issue resolved. Again Denied Response because it is just that a reply no actions .      

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  11/23/2021

  Hello *******, 

   

  We checked the progress for you, and our records show we have processed a refund in the amount of $10.79. This should be reflected by your banking institution already, but if not, we recommend reaching out to them for additional assistance. We hope this helps resolve your matter. 

   

  Best, 

   

  Grubhub 

  Customer response

  11/30/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Grub Hub Plus charged my credit card starting in Feb. 2020 monthly for a GrubHub+ membership that I NEVER signed up for. I guess I should've paid more attention to my statements, but ten bucks a month wasn't noticed until now (Oct. 2021). I called their customer service number and the two people I spoke to admitted that I never signed up for the service, but that after I ordered from GrubHub once, they automatically signed up customers for their ****** ******************** (without their permission). And now they are telling me that their policy is to not refund subscription charges *even though I never actually subscribed or approved the charges!* I went round and round with the GrubHub rep by phone, and she said too bad, I understand you didn't order it, but our policy is to not refund for past months. I argued, got nowhere. Wow, I cannot believe this!! They owe me $200!!!

  Business response

  11/04/2021

  Hello,
  
  Thank you for contacting Grubhub. We're sorry to hear you have an unauthorized charge on your billing statement for Grubhub+. We've looked into this for you and we can confirm you had a 14 day free trial of Grubhub+ that started on 02/28/2020. Once the trial ended on 03/13/2020 you were charged monthly until your subscription was cancelled on 10/15/2021. The last charge on 10/13/2021 was refunded to you and you will see this appear on your billing statement within 3 to 5 business days. Although your membership is cancelled your benefits remain active until 11/12/2021. We are unable to issue any additional refunds, however, if you still do not recognize this charge we ask that you contact your financial institution for assistance with disputing this charge.

  We hope this information helps!
  
  Best,
  Grubhub

  Customer response

  11/05/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  GrubHub says I registered for the 'free trial'... I DID NOT! Somehow, they signed me up for it without my permission or knowledge after I used GrubHub only once for food delivery (which they delivered to the wrong address!). Then they continued to **** my CC for over a year without my knowledge or permission, and now refuse to refund me for all those months (over $200) that they charged my CC without my permission. Unfair and just downright wrong and dishonest!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  11/17/2021

  Hello ****, 

   

  We're sorry to hear that you did not find our resolution satisfactory. At this time, we ask that you please contact your financial institution for additional assistance. 

  
  
  Best, 

  
  
  Grubhub 

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upcharge on business/restaurant prices. The restaurant prices reflect differently on their menu and establishment than on seamless or Grubhub.The restaurant doesnt get compensated. The customers pay an additional 10% service charge. They also charge an additional fee.

  Business response

  11/04/2021

  Hello,

   

  Thank you for contacting Grubhub. We appreciate and value your feedback of our menu prices. We do have Grubhub's Pricing Guarantee to make sure we're the cheapest platform. To see further details and learn more about our Pricing Guarantee please visit *************************************************************. We hope this information helps!

  Best,

  Grubhub

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to complain about deceptive marketing practices by Seamless/GrubHub. Specifically their "Get $25 off your next three orders." (See attachment email) that I received on September 14. I was previously a Seamless + member but canceled and had received a barrage of promotional emails inviting me back, including one on September 13. As this was a good offer, I rejoined and ordered, expecting to receive a $25 credit for my first order. Which I did not. When I contacted them, they said it was because it was only for new members. 1. Nowhere on the promo email did it say I had to be a first-time subscriber to get this offer (standard business practice - this kind of thing is never hidden in the Ts & Cs.) 2. They knew I wasn't one, so they should never have sent it. 3. The day before sending this promo, they sent another one inviting me to rejoin, so naturally, I assumed they were connected and this offer applied to me. Highly deceptive and I demand compensation.

  Business response

  10/07/2021

  Hello, 

  We're sorry to hear you were unable to redeem your offer and receive the appropriate assistance. We apologize for the inconvenience you've experience and we are looking into this error to correct it moving forward. In order to correct this for you, we've issued you a refund of $25 on your order from **** ***** *** and we've provided you with two $25 Seamless Cash to use towards your future orders. Please let us know if you have any further questions or concerns.

  Best,

  Grubhub

• Initial Complaint

  09/20/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  GrubHub continuines advertising restaurants that are open when I get home late at night! They allow me to place my order, only to cancel it an hour later, that the restaurant was closed when I was anticipating my food! I believe that it's a gross missrepresreprestation of what they offer to the public! I want their CEO to personally apologize to me! I want him, or her to assure me that GrubHub will cease offering services they cannot, or will not provide!

  Business response

  10/04/2021

  Hi ****, we do apologize for the inconvenience this has caused you. We do work closely with our restaurant partners to ensure quality service, sometimes there are unexpected gaps and missed communication which is something we are working to improve on. If this problem continues to happen, please feel free to reach out to our Customer Care Department who will be able to assist you.  

*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. ↩