GrubHub
Reviews and Complaints

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.

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]

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.

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?

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.

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.

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.

I've used Grubhub since 2013. I've used it so often - especially from last year to this year.
I order from it everyday, sometimes twice a day. And recently, I've specifically written in the "additional instructions" to come meet me at the parking garage. Some drivers have called me in the past to ask me if I could meet them at the front door instead, and in those cases, I went to the front door without any trouble. But today, this driver Amanda doesn't even call me and sends me a sing text saying "I'm here with your food." So I go to the parking garage, search for her, and then call her. She says she doesn't want to come to the garage. I tell her that because I did not bring my keys, I would have to go all the way up to 5th floor to get my keys and go back out to the front door if she didn't come to the garage. She still says she's not comfortable coming to the garage. So we hang up and she leaves with my food.

What a terrible service to a regular customer. Can't believe this is how they treat their top customers. I am pretty sure that I'm one of the customers that use Grubhub most often, and why am I getting this [censor] service? I am not taking the food, so take that 20 bucks. And I am never ordering from Grubhub again.

95% of the time, or more, GrubHub will have the order delivered as expected. Sometimes something here or there will be missing, but sometimes we'll get something extra too. But this time when trying to order from the site, each item you click to order will open up a pop-up window to specify what you want on/with the order, and/or what size or custom specifications. Some of these items weren't working and would just leave the screen darkened without any pop-up window appearing. Others would have the pop-up window and the items that wouldn't, have done it before because they're items we order frequently. We just couldn't order them this time.

When trying to finalize our order, all of our cards were getting errors, so we couldn't order at all (yet apparently it went through on some level). When I brought this to customer service to say their site is having some issues, we were blamed for it and dismissed completely. When told it was our computer/browser/cache, I tried explaining that this was the same computer and browser I've always used with the same cache status (I always clear it frequently, and I've ordered at times when it wasn't cleared). I was also told it was our bank's fault and not their server, even though the bank was saying everything was fine on our end, which we figured considering it was the main card we always use for GrubHub.

We wound up just dropping the order and ordering from Domino's instead. The card went through just fine. Like hell it was our bank's fault. We brought this to GrubHub's attention so they'd be aware of it and look into it to fix, and instead we were dismissed and blamed for the issues we were having when it wasn't our bank since we could order elsewhere, and it wasn't our computer/browser since we had the same issue with those items' pop-up windows not showing up even on different laptops using different browsers, and it still wasn't explaining why other items' pop-up windows were working fine if it was our pop-up settings, which it wasn't since our settings have never changed.

Was thoroughly displeased with the representative we spoke with.

Horrible company. 2 days in a row they charged me, allowing me to order from 2 restaurants that weren't serving. And then when I got upset and complained on both occasions, they basically call you a liar and lecture you! No sense of customer service. And they are thieves! If there is ever a class action lawsuit against them, count me in. What an utter scam!

Consumer BEWARE. Go for UberEats or Postmates instead!

I am posting this because of the horrible service I have received from grubhub once again. I called 2 hours ago and placed an order for delivery. Before I placed the order I called the restaurant just to make sure they were available, open and able to get an order from grubhub for delivery today as it is thanksgiving. They stated they will be open and able to accept the order. So 2 hours nothing came and I had to contact grubhub to inquire as to where my order was.

So the agent went into his computer and stated the restaurant was closed. That is a lie. He tried to say that is why the food never came. Even if that was true they should have called me and told me that the restaurant was not going to be able to fill my order and that I should try something else. If I had not called them they would never have contacted me via email, call or text.

Instead I got an email and text stating that my order should arrive in about 1 hour. So just to make sure I called the restaurant after getting off the phone with their agent and the restaurant confirmed that the order could have been placed with no problem and been delivered.

This is not the first time grubhub has dropped the ball with me or other people as you can see by the reviews about their company. The last time I used them the same thing happened and I swore I would never use them again. That was a long time ago so I decided to give them 1 more try. What a mistake that was! Never ever again will use them for any type of order and I suggest that no one ever uses them either or you may have the same crappy service I have had.

I am going to go on as many sites as I can and badmouth them in hopes to cost them as much money and customer as I can! That kind of customer service is totally unacceptable in this day and age. If they would have contacted me shortly after the order was placed I would have no problem. But as usual the did nothing to address the issue.

When you order food you don't expect to get it 3 hours later after placing an order, right?
I didn't either. Now I can say this is horrible and disgusting that they afford to treat their customers this way.
I live relatively close to the restaurant I ordered the food from. Why the whole trip form the restaurant to my house took 3 hours? Nobody knows. Of course, it was cold.
I will never use your service again. You can't even explain what happened to the delivery and why it was so late. Disappointed.

I placed an order on the GrubHub app as soon as they charged my card I received an email saying they weren’t able to place the order with the restaurant and to give GrubHub a call. When I called and tried to explain that I already paid but they are not processing the payment, all I could hear was the customer service representative laughing over me while I was talking. I couldn’t hear myself speak because she was talking to her colleagues so loudly and she clearly didn’t hear me because I had to repeat myself all over again after her colleagues were done saying whatever it is they were saying. Now that she understands my plight she puts me on hold to call the restaurant when she comes back to the phone she tells me that she spoke to the owner and they aren’t providing a reason as to why the order got blocked so she has to forward this to another department that will get back to me in 24-48 hours. So I ask her what am I supposed to do? You charged my debit card I’m still hungry and I still want to eat. And I used a promo code that I can’t use again. So she says she’s putting me on hold but instead hangs up on me. I call again and speak with another woman that at least pretends to care and she puts me on hold as well when she comes back she has no explanation either and just tells me that my money will be refunded back to my debit card in 3-5 business days. So I gladly took my money to UberEats I’d rather give them my money anyway. GrubHub is so unprofessional and so unreliable, it’s no shocker that they receive all the complaints that they do. All they do is tell you they will give you $5 grub whenever your order is over 40 minutes late.

Simply awful. I'm so mad. Spent over two hours waiting for my order for nothing. After that I called their customer service. They said they have no idea what was wrong with my order. Very professional. So that's all. They hang up and left me without food and money. How is that possible? I understand they are just people, but if they work there they should take responsibility and help people solve their problems, not just sit on their chairs for 8 hours doing absolutely nothing and getting paid for nothing as well.

Their delivery is something... They often delay it, or it's often late OR they cancel everything and you wait for weeks to get a refund. All what their support can do is to apologize, but no serious actions from them. Their drivers are unprofessional and it seems like they're afraid of customers or people at all. I have an example when my order was left near my door without notifying me. When I found it, the food was cold. So tell me what kind of service is that?

I was blamed by their employee for late delivery. Even though the information I gave was right and checked. Their driver had lost and couldn't find my house. When I finally got my order there were some parts missing. My food was delivered one hour later, it was cold. And plus they refused to refund. Very nice.
I'm done with them. And I recommend you not to mess with them either.

I received my order two hours later. It would be fine probably, but the store is not far away from me. I guess if I just walked to it, I would have received my order much faster. I didn't get any apologies as if everything was ok. Their service didn't help me when I called to find out where my order was and what took them so long. Thank god they are not the only one who delivers food. Because I will never use them again.

Unfortunately, I experienced a rude behavior from your company. I placed my ordered and ask to deliver it to my daughter's house. I was at work and couldn't pick up the phone when they called me, even though I wrote one more number there (my daughter said that no one called her). Of course, I called back and the driver was rude and didn't listen to me. Eventually, he just hung up on me... Bad and frustrating.

I have been a loyal grub hub user for awhile but tonight ended that(8/12/2017) . I ordered at 8:20p and about 5 mins before Fuddruckers closed I called and they said "yea your order is here but the grub hub driver never showed up" No one called me or anything, which shows how much they really care about their customers. I had to contact them to tell them they screwed up and to initiate getting a refund which won't show up for 3-5 bus days. After all that they actually wrote in an email that the refund is a courtesy! which shows the true face of this company. They have lost a loyal customer and someone who use to tell people about them. Also when calling their customer care they sounded like they actually expected me to be ok with them telling me they didn't have any drivers, so my order was cancelled. Sad place.

Around 1am on SaturdayJuly 22, 2017, I ordered food from my hotel room in Atlanta, GA. After a long day of travel, I was exhausted, hungry, and needed food so my cancer medicine wouldn't make me so nauseous. So I got on Grubhub and ordered food. I ordered a ton of food and got in the shower. When I got out of the shower, thinking my food would nearly be there, I noticed an email from Grubhub. It said there was a problem with my order and I needed to call customer care. So I did. Danielle, who to say she was unpleasant would be too much of a compliment than she is worth, answered my call. She couldn't of course answer the question of why my order was "blocked." She never apologized, never explained and only after complaining for nearly 30 minutes did she give me a $25 gift voucher. She told me I was clear to order again. So again, I placed the order. Again I got the email. On that order the $15 I had to pay in order to use the stupid $25 voucher, was charged and instantly returned to my card. Not so for the $48.16 that was charged to my card for the first order. I called back and Danielle, the worlds worst customer service representative in the world, said there was nothing she could do. They wouldn't be delivering my food and to "get over it." I was furious. But not nearly as furious as I am today, 12 phone calls, 37 tweets (Grubhub complained to twitter and had my account suspended for 24 hours), 3 days and many hours working on the release of my funds. It isn't about money. It's about principal. They have refused to explain, correct, apologize or return my money. American Express told me that Grubhub was intentionally not releasing my transaction and since it was "pending" there is nothing American Express could do. The charge would fall off after 7 days. So for 7 days, Grubhub illegally used my funds to gain interest while refusing to give them back. It is American Express who will ultimately drop the charge and return my money. I still have 4 days to go, but in one afternoon I have gotten 2 news channels, 13 other victims of Grubhub, a slough of twitter followers and a Facebook war. I intend on proceeding legally for this deceptive practice.