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1.1 248 Reviews

GrubHub Complaints Summary

3 Resolved
232 Unresolved
Our verdict: If considering services from GrubHub with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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GrubHub reviews & complaints 248

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R
3:46 pm EDT

GrubHub grubhub delivery

Hi there,
I thought you should know about my delivery last week.
Thursday, March 28th I ordered through GrubHub from Cafe Yumm. I've ordered for work and personally from home, many many times, so I know how this goes.
I work on a secured floor in a bank building, and we have a security guy, whose awesome and has been here for years. On my Grubhub account for work it states that I work on a secured floor, and once in the lobby to give me a call and I'll come right down. Last Thursday, the delivery guy tried to come to my floor and the elevator wouldn't work for him. He asked the security guy about it and was told it was a secured floor and that he would have to call me. He told security that he was just going to leave the food on his desk and he could call me. He was told he wasn't allowed to leave the food there. At that time your delivery guy told my security guy to "Go Screw Yourself!" I then got a rude call from your delivery guy and like always, I was downstairs within a minute. Your delivery guy shoved the food at me and said "here" and then walked away. I said "thank you" mainly because I didn't realize what had already happened. My security guy came over and explained what had happened, and he was VERY upset. So, let me tell you what I'm upset about.
1. Our Security guy works very hard. He protects hundreds of people on the 20 floors of this building and hundreds of visitors that come through the lobby each day. He did NOT deserve to be treated like that for doing his job!
2. Myself and my company have spent hundreds if not thousands of dollars ordering through GrubHub. I've had a meeting and several conversations/emails with Daniel Carver (your Corporate Sales Executive) about doing the corporate ordering. But I'll tell you what, that about ended it. There's always stuff you live with and over-look. Deliveries being a late, items being wrong...things happen. But being treated like that? Not acceptable!
The reason I'm taking the time to share this is, as you know, the success of a company is determined by those representing it, not by corporate. I also know that you can't correct what you are not aware of. As consumers we pay a high price for convenience, and it seems to keep going up. Delivery people need to understand that the people who are ordering food are helping to pay their salaries! You wouldn't treat your boss like that without getting fired. Sorry for using CAPS. :O)
Thank you,
Rhonda Meneley - Order #[protected]-5839926

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K
2:45 pm EDT

GrubHub double charged and never refunded $

On Feb 19th I put an order in and when it arrived it was incorrect. When I called they said they would refund me. Well not only have they not refunded me they double charged me on my Gift Card Balance and my PayPal account. I have called, chatted, and emailed there customer service many times and they just go in circles with no answers. They have been telling me for three weeks that they refunded me the money and that I should give it a day or two. They had no problem taking the money, it has not been 3 weeks and I have not been refunded the double charge. Now my account with them is on HOLD and I have a gift card balance that can not be used. I am out $97.37 as of now. I am so disappointed and frustrated, I have spent hours about this problem of my time.

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J
6:20 pm EST

GrubHub online grubhub customer service

I have had nothing but slow service. When contacting the chat support they did not address the issue at all. During my current issue I ordered my food at 4:32pm with a 35-45 minute wait estimated. I just got my food at 5:50pm...almost 1.5 hours later. They offered my a WHOLE $5 for my next order. Lahdy-friggin-dah...I will not be using grubhub in the future. I have had poor service from beginning to end of my order. Thanks for nothing Grubhub, your support team sucks.

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K
1:05 am EST

GrubHub service and product

I will be disputing the charge for this order. I will *not* be using GrubHub again.

The order was placed approx. 6:45pm. Delivery was scheduled to arrive between 7:25pm and 7:35p. It arrived at 8:40pm - more than an hour late.

The driver, while courteous, apologized saying, "…. due to the snow….". He also stated that he had only received the call to pick up the order 10 minutes prior to arrival at the destination. That indicates that he received the call, traveled to Taco Bell, picked up the order and drove to the destination in 10 minutes…..in the snow….. from one of three restaurants - one 4.2 miles and 15 minutes from destination, one 3.5 miles and 10 minutes from destination and one 6.7 miles and 12 minutes from destination.

The math does not work. Assuming the driver did drive to Taco Bell, pick up the order and drive it to the destination in 10 minutes, the order was either not prepared or sat ready for delivery for 1 hour, 45 minutes. I think this very unlikely.

For that I am expected to provide a gratuity of 20%, (I did not), pay a "service fee", (deducted from the gratuity), for a "free delivery", and an addition $0.50 to $1.00 over restaurant menu prices per some items, (also deducted from the gratuity).

What's more, the order, (and I understand this is not Grub Hub's responsibility, unless they placed the order on my behalf), was profoundly wrong. I will be filing a complaint with Taco Bell as well.

I decided to give Grub Hub a try because I saw a TV commercial promising free delivery and was provided a "Check Out" code offering $12.00 off my first order. It seemed incentive enough to give it a try. So much for a discount code.

As a business person myself, I see the potential of such a delivery service business model. However, with this kind of service, I cannot see this one being very successful for very long.

A monumental disappointment.

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K
5:47 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

GrubHub food delivery and grubhub customer service

I had a horrible experience a couple months ago with my Taco Bell order. As a very hungry customer I was really looking forward to receiving my order. It was never delivered. There was a man in a car that blocked the end of my driveway. I told him he was blocking my driveway and he said don't worry about it. I never received a call to inform me the order was going to be late. Next thing I know I'm calling GrubHub to tell them the driver never showed up. They could not locate him or give me an explanation why and told me I can get a refund or reorder. I told the representive that taco Bell has to make my order and deliver it to me since I paid for it. He said the driver was not available and I couldn't get my order. I was furious and I demanded two $10 credits and I wasn't going to accept only one. Here's why: The driver either ate my food or gave it to a neighbor, which posed a security risk, especially when my information is on the receipt, and another security risk for the incompetent driver that knows where I live. This makes GrubHub lose their creditability. I was cleaning the apps on my phone and stumble on GrubHub. I realized I still had unfinished business. So I call GrubHub two months later, because I'm still considered a customer, and I wanted to add a review, which I was able to do so even after I received orders. Iveas blocked from adding reviews from the app and the site, but their excuse was that I can't submit a review because it wasn't an active order, but it was and I'm blocked from submitting any reviews from other restaraunts. If there's a time limit to submit reviews after orders are placed, even if orders are not received then GrubHub better add that disclaimer visible to the customer or there will be legal action. I see there are numerous complaints with the BBB. After horrible experiences with GrubHub, I decided to try Door dash. OMG an amazing delivery service. I order, they acknowledge, they tell me my door dash delivery person, and let me know the time and status from start to finish, and best of all they are fast, friendly, and deliver strait to my door. So GrubHub take notes from this company and improve the quality of your drivers and train them to call their customers and confirm their address and provide status before food is delivered. More importantly, improve the communication and systems in delivering food to customers on time. I'm removing my account Thank you.

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Update by KarenLT
Jan 19, 2019 5:52 pm EST

I encourage the public to use Door Dash and not GrubHub to order food. GrubHub should be called "Grub Thugs"

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J
5:18 am EST
Verified customer This complaint was posted by a verified customer. Learn more

GrubHub order not received

I ordered from kfc, total was $23.97. I never got my order and when I called customer service they told me l should give more specific instructions for future deliveries. I find this ridiculous and insulting, as l have ordered numerous times before with no problems. I am a disabled person in a wheelchair! I had my porch lights on and my front door open with the screen door, which I can see anyone who comes in

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A
3:17 pm EST

GrubHub delivery service & customer service

The order never arrived... I spoke with the customer service representative and he gave me a promo code for the next order. I have never received my money back... very unprofessional service and unhelpful customer service... This was my first and last order.. I do not even going to use the promo code, I don't want to find myself on the same situation why I am hungry... Uber Eats works much way better and customer service is excellent..

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C
10:26 am EDT

GrubHub false charges to my bank account

I was initially charged for food that was never received I called an was told I would receive a refund. Instead of refund My card was charged again. I have yet to receive any compensation!. I called in and was hung up on by 3 different reps then supervisor was extremely rude put me on hold the said there's nothing they can do and also hung up. The service is by far the worst I am being put through hoops and having multiple false charges to my account for an order I never received.

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A
10:46 am EDT

GrubHub customer service is not a its best

Hello,

Just a suggestion that some of your representatives need an attitude check and be more polite and complaining about their job responsibilities. My conversation with Vanessa F today took a lot of effort on my end that should not be happening. Most times when I had an issue with an order I get a good service from GrubHub, but lately 3 times in the past 2 months I did not. Therefore I decided to write a complain and the last person Vanessa F seems to believe that when a customer uses chat ( he/she has limited time) and she told me I should contact a restaurant to ask for my refund (when the restaurant was 40 min late to deliver the juice and one bagel I ordered), simple order! After I expressed my disappointment with her service, she did call and asked for a refund, but this is not the way of giving a great service for your customer to be frustrated! Just have some better training guidelines for people who want to work in representing GrubHub.

Thanks,

Your loyal customer

Anna B.

P.S- frustration related to the Order Number: #[protected]-3881566 and chat time with Vanessa F was on 10/17/18 around 11:18 am

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A
3:12 pm EDT

GrubHub everything

I had the worst experience ever! I ordered my meal at 1:00pm because my lunch was at 2:00pm. Once i placed the order and PAID! it said my meal should be arriving at 1:40-1:50pm. Which was fine because my break was at 2:00pm. 2:40pm no one ever picked up my food. I was not able to eat lunch I had to cancel my order because *quote* they said they did not know when my meal would even be picked up. Its a shame because i work for a big medical company and a lot of my colleagues order from grub hub. We might just have to order from a new place. I just can not believe this is not a reliable service. The delivery fee is not cheap nor its free but we pay because we are working and not able to drive. I ordered an hour before my lunch and it gave me a time it will arrive and in the end no driver ever picked up my food at the this point it is 2 hours later and no one in customer service yet knows when they will have a driver?. THE WORST!

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L
12:15 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GrubHub food delivery... never showed up

Order # [protected]-9885437
Date of order: 8/31/18 @ 8:43am
Ordered lunch to be delivered @ 12:15pm
Contacted the restaurant several times only to be told my order had been ready since 11:30 and they were waiting on the GrubHub driver and by 1pm he still had not shown up.

I called the restaurant and cancelled my order. Driver shows up 1:10pm and asks what he should do with my order since I cancelled it. REALLY?

I have used your service many times, but reconsidering if I will every order from you again.

You get a zero for service from me.

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B
12:55 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GrubHub delivery

On July 19th, 2018 I decided to give GH another chance to deliver my food... Well, no luck again... The update showed the food has been delivered, but no food was at my office... In addition, to make the situation better, customer service explained to me that they cannot get in touch with the driver, and they kindly offered me to cancel my order... After I lost my lunch break time, my nerves and my appetite...
Today, July 23rd, 2018, unfortunately I had to try again, because I couldn't step out... Guess what? Same thing happens... This time I didn't wait to see the wrong update, that it has been delivered... The time was showing to be later and later, and later... So I called...again... and drivers rejected my food... Ridiculous! Oh, did I say they kindly offered me to cancel the order? Ha Ha how nice... This company needs to be sued from all of the unhappy customers... They don't even have adequate system to control their drivers! Absolutely disgusted by GH!

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A
7:54 pm EDT

GrubHub my delivery driver

Ok I live in an apartment complex in warren Michigan.. the driver always have a problem in locating my apartment. I understand that it is a big place where I live. The past two times different drivers were rude and angry that they were lost. And literally asked me to come outside at 10 o'clock at night to meet them because they could not see my address. I'm tired of these rude drivers that come here to my place they need more training to learn better customer service skills. I work with the public I am a nurse and they need to show some compassion and not so quick to get angry with a paying customer.

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M
10:32 am EDT

GrubHub paid for food but got no food

I placed an order today 7/20/18 and the total of my order was immediately deducted from my card, then 5 minutes later I received a text that the restaurant did not "accept" my order. Now if part of the process is that the restaurant must accept an order, then a customer's card should not be deducted until the restaurant accepts that order. It is not right that a customer has to wait 3-5 days for funds to be refunded to their card when it took only 2 minutes to deduct. This is an issue that grub hub need to fix asap, because I will definitely never order from them again until it is fixed. The so called customer service person offered me another promo code and told me I could order from another restaurant. As if I would allow them to deduct some more money from my card before my order was even accepted. This is totally ridiculous and unacceptable.

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M
8:39 am EDT

GrubHub delivery service

6/28/18, my company ordered food to be delivered from Grubhub for a Retirement Party. The food was scheduled to be delivered at 2:00 p.m., at 2:20 p.m., I called Grubhub to inquire where the food was, I was told the original person refused to deliver the order and that someone else would deliver the order. After several phone calls looking for the food and being placed on hold for over 15 minutes the food finally arrived at 3:10 cold. I am totally displeased with the service my company received.

I am requesting to be reimbursed for the amount of the food that was ordered due to the aggravation and the food being unacceptable.

Mary Langheld
Tribco Construction Services
10 S. LaSalle Street, Suite 202
[protected]

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N
10:21 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GrubHub customer service/delivery

I placed my order at 6:55pm and did not receive my order until 8:20pm. I called the restaurant since I magically couldn't track my food on the app. The restaurant stated my order had been ready for pick up since 7:02pm. So then the app tells me they are waiting for the restaurant which was a lie. I call customer service and not helpful or apologetic at all they called the driver and the driver was barely on their way to pick up my order. No apology or anything just a crappy $5 promo code and that my order would be here 10-20 minutes. So almost two hours for my order and my concern is that it was sushi. So it was sitting prepared for over an hour. All the customer service representative could say is call us if there's a food quality issue. How unprofessional. DoorDash always relievers sooner than the estimated time and never blames the restaurant. I am so disappointed with this service and the fact that Grubhub's customer service didn't even care to rectify the problem.

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J
10:23 am EDT

GrubHub dishonest delivery driver

On April 24, 2018 at approximately 7:35 PM —
I ordered a pepperoni pizza and chicken wings delivered to the Hyatt house in New Orleans Louisiana. Not realizing I had paid with PayPal I asked the delivery person a dark-haired girl who seemed really nice " how much do I owe you for the food"?
She replied she did not know? I paid her $40 cash and took my food and went to my room-

On April 29 at 9:30 PM I decided to order another pizza from the same place .
After Some review I realize Ithat I was double billed.
On April 30 at 10 AM I contact GrubHub customer service and inform them of the situation . The customer service representative said there was nothing they could do and hoped I had a good day?

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S
2:14 pm EDT

GrubHub customer service representative

I placed the order at 11:51 am, and ETA appeared to be 12:30~40. So I was kinda chilling at the lobby around that time so drivers don't have to wait at the door until I come downstairs. But at 12:45 food was still not coming. Then suddenly the restaurant called me that Grubhub Driver is not coming to pick up the food for 40 minutes and I should call them since they don't respond to Restaurants' words. So I talked to GRUBHUB customer service explaining about the situation and that I was starving and that was waiting for an hour. They didn't apologize though it was neither me or restaurants' fault, but their system of drivers etc, and just said that they refunded my money and if I need anything else. Hmm I waited 1 hour for nothing and have to wait another for new food? This was annoying. The customer service didn't even try to compensate my time which was wasted and will be wasted, and said "are you still with me" when I typed something about like 10 seconds ago. Then he copy and pasted the long sentence saying to chat back in if I have any questions to ask and ended the chat by leaving. This was really annoying and I got extremely angry. I was still asking questions and he just ignored it and left as if I am an invisible person? really grubhub? I've been ordering all food from grubhub for 4-5years now and I am really disappointed how they treat customers and decided to never order from here.

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Update by semi lee
Apr 25, 2018 2:16 pm EDT

Representative,
[censored]

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J
6:48 pm EDT

GrubHub issue with viceroy, devon - via gh

I'm reaching out since I got a really poor response from the restaurant for an order I placed through grubhub. I understand this is not GH's fault but its with restaurants they have tied up with. I ordered dinner from Viceroy, Devon on 04/19. There were pieces of plastic in the food. I called them three times right away (Past 10pm) once I got the food and they never picked up. The order was 30 mins late and they later offered only a 5$ refund for a 50$ order and was offered a 10$ coupon from GH. Restaurant said mistakes happen and they cant help me in this situation. I truly had one of the worst experience and customer service. I really hope I could either get a full refund for my order or a compensation for this experience.

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A
6:43 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GrubHub delivery

This is the second time in a row that I have had a terrible experience with GrubHub. Waited for a half hour only to have the delivery time pushed up twice. Called the restaurant only to find out that our food had been ready for over 30 minutes. By the time my food arrived, it was stone cold and half of it was missing. All they offered me in return was a $10 credit. GrubHub messed up every aspect of the order and only offered a $10 credit for a service that I will never use again. A delivery service that doesn't deliver is like a pen that doesn't write... useless. If I wanted cold food, I would have eaten leftovers.

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GrubHub Customer Reviews Overview

Grubhub is a popular online food ordering and delivery platform that connects customers with local restaurants. Our reviews show that Grubhub is highly regarded for its user-friendly interface, wide selection of restaurants, and reliable delivery service. Customers appreciate the convenience of being able to order food from their favorite restaurants with just a few clicks, and the ability to track their delivery in real-time. Grubhub's customer service is also praised for being responsive and helpful in resolving any issues that may arise. Additionally, Grubhub offers a variety of discounts and promotions to help customers save money on their orders. Overall, our reviews indicate that Grubhub is a top choice for anyone looking for a convenient and reliable food delivery service.

GrubHub In-depth Review

Website Design and User Experience: The website design of GrubHub is clean and user-friendly, making it easy to navigate and find what you're looking for. The layout is intuitive, with clear categories and search options, ensuring a smooth user experience.

Ordering Process and Convenience: The ordering process on GrubHub is incredibly convenient. With just a few clicks, you can browse through a wide range of restaurants, select your desired items, and place your order. The platform also allows you to customize your order and provides clear instructions for any special requests.

Restaurant Selection and Variety: GrubHub offers an extensive selection of restaurants, catering to various cuisines and dietary preferences. Whether you're in the mood for Italian, Chinese, or vegan options, you'll find plenty of choices to satisfy your cravings. The variety ensures that there's something for everyone.

Delivery Speed and Accuracy: GrubHub excels in delivering orders promptly and accurately. The estimated delivery time provided is usually reliable, and the tracking feature allows you to monitor the progress of your order in real-time. The delivery personnel are professional and ensure that your food arrives in excellent condition.

Customer Service and Support: GrubHub's customer service is top-notch. They are responsive, helpful, and go above and beyond to resolve any issues or concerns you may have. Whether it's a missing item or a problem with your order, their support team is quick to assist and ensure your satisfaction.

Pricing and Value for Money: GrubHub offers competitive pricing, and the value for money is excellent. The platform provides transparent pricing, including delivery fees and any additional charges, so you know exactly what you're paying for. They also offer various deals and discounts, making it even more affordable to enjoy your favorite meals.

Special Features and Promotions: GrubHub offers several special features and promotions to enhance the user experience. From exclusive discounts and loyalty programs to personalized recommendations based on your preferences, they continuously strive to provide added value to their customers.

Mobile App Functionality: The GrubHub mobile app is well-designed and highly functional. It offers all the features available on the website, ensuring a seamless ordering experience on the go. The app is easy to navigate, and the interface is visually appealing, making it a pleasure to use.

Safety and Security Measures: GrubHub prioritizes the safety and security of its users. They implement robust measures to protect your personal information and ensure secure transactions. Additionally, they have implemented contactless delivery options, providing peace of mind during these challenging times.

Overall User Satisfaction and Recommendations: Overall, GrubHub delivers an exceptional user experience. From the user-friendly website design to the convenient ordering process and prompt delivery, they consistently meet and exceed expectations. With a wide selection of restaurants, competitive pricing, and excellent customer service, GrubHub is highly recommended for anyone looking for a hassle-free and enjoyable food delivery experience.

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Phone numbers

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Website

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