GrubHub
reviews and complaints

I've also sent this email from my official email address ([protected]@deserve.com) aso that whoever is reading this email has one less work to do to check my credentials. Apparently customer service at grubhub doesn't work or no one knows product... Its been 3 weeks I have been calling grubhub to fix this issue.

I'm an employee of Deserve, a company who uses grubhub services every friday for every employee. The company offers $18 worth free lunch for every employee. Every-time I log in to my account using deserve email address, it shows me the listed restaurants that company will be ordering from on Friday, but at the checkout its asks for my credit card information. We have been trying to fix this issue since 3 weeks but have gotten no luck. Can someone please FIX this issue?

I really do not want to spend another hour on friday to place an order on phone when i cant see the menu and end ordering something i end up not eating it.

Kavita Gaur

very difucult foe firt time customer. put credit cars in multiple times.
had to call customer servixe had to set up account passwords disn't work.
wheni finally got log in ( which i should not have to do) few places in area.

i had to call customer swrvice set up was difficult, very unfriendly service,
as a firt btime customer, i was turned off by thee dificulty of seting up an account. I put in credir card info multiple times, didn't knoe i eeded an accoumt Had to call.

I did not receive my food nor did I get a refund. Instead, they offered a b.s. discount on next meal. I couldn't understand how or why they just wouldn't give an refund, but I came to the conclusion that grub hub cares little for customer service and have failed to establish a standard of morale for drivers.

I tried to deactivate account but could not, so I just removed my payment information. On principle, I will never order from them again.

on 5-3-19 at 11:41 am I placed my order for Steak and Shake which I received notice at 11:55am that my order is to be delivered between 12:10-12:20. at 12;08 I received another text stating my order was on its way and will arrive between 12:20-12:30 at 12:20 I received a text saying they were attempting to deliver my order but cant reach me. I immediately called at 12:23 I was on the phone for exactly 29 min and 40 sec before hanging up. This is unacceptable.

Order Details
May 01, 2019 8:30:08 pm
#[protected]-2907675

First time order with GrubHub. I placed an order, received a code and $10.00 was to automatically be discounted for first order. That didn't happen. Customer service stated it was because there was another account set up...but that account didn't show that any orders had ever been placed.

The food arrived cold.

The $10.00 first time order discount is a SCAM. I will be reporting this unethical business to the Better Business Bureau.

We ordered today 10pm. We have been waiting for 2 hours. We call the restaurant, they already prepare the food, and wait for the drivers. Grubhub keeps delaying our order and texting us the food is coming. Finally we talk to customer service. At first, Grubhub said they did not assign any drivers. Then they cancel our food, and told us the food is not ready. When we mentioned we asked restaurant and the food is ready, they end our chat window. Terrible company.

I ordered from GrubHub on 04/17/2019 at 6:36 PM. I received a text that my order would arrive between 7:05 PM and 7:15 PM. Then, I received a second text saying order was delayed to arrive between 7:25 PM and 7:35 PM. When I received the third text saying it would arrived between 7:45 PM and 7:55 PM, I called to cancel my order. I was told by Daniel that I could not cancel my order as it was 7:20 PM and that the first text said that it would arrive at 7:25 PM. I told him that was not correct, and that it was to originally arrive between 7:05 PM and 7:15 PM. He argued with me saying that I was wrong. He told me that I could not cancel my order. It is 7:53 PM, and I still have not received my order.

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

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.

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.

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.

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.

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

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..

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.

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

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!

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.

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!

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.