ComplaintsforGrubHub

Food Delivery

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Initial Complaint
04/14/2024
Complaint Type:
Delivery Issues
Status:
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.
WORST CUSTOMER SERVICE EVER, I PLACED AN ORDER FOR DELIVERY, ONE ITEM WAS COMPLETELY MISSING AND ONE ITEM WAS COMPLETELY WRONG (I GOT A CHICKEN EMPANADA WHEN I ORDERED A VEGETABLE ONE AND. I HAVE NOT EATEN MEAT IN 10 YEARS) THEY TELL ME I CANT GET REFUNDED EVEN THOUGH I ENDED UP WALKING TO THE STORE AND THEY CONFIRMED THE ISSUES. I DONT UNDER HOW I EAS ALMOST FORCED TO PAY FOR AN ITEM I DIDNT EVEN RECIECE.
Business response
04/15/2024
Hello,

We have taken a look into your order. The refund for this order was issued on 04/14/2024.

Please check your email and use the Ref: (*********). If you have further questions, please reach out via ******************************************************

Best,

Grubhub
Customer response
04/17/2024

Complaint: 21573942

I am rejecting this response because: I had to personally walk to the establishment my self and have them refund it in person because grubhub would not over the phone although I told them items were missing from my order and another item was incorrect. I had to battle with the establishment as well to get the refund because they asked me to call grubhub and I alerted them they did not want to assist.

Sincerely,

***********************
Business response
04/18/2024
Hello,

Thank you for reaching out to us. We would like to extend an apology for any inconvenience you experienced with our services.

We appreciate making us aware of the issues addressed and we can confirm that a refund has been processed.

It can take up to 5 business days for your bank to update the transaction.

Please check your email and use the Reference Number (#*********), or reach out via ****************************************************** if you have any questions.

Best,
Grubhub
Initial Complaint
04/13/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My order was placed 8:34PM CST with an estimated arrival time of 9:16PM-9:31PM CST. I contacted customer service since it was taking forever to even be assigned a delivery driver. I was then told it's too early and that my ETA of 9:31PM is still accurate. My order was not delivered until 10:17PM. Almost 2 hours later. I want a full refund to my credit card for the insane wait time and my food arriving COLD. I don't know how many orders they assign drivers at once but this is ridiculous and the customer suffers as a result.
Business response
04/15/2024
Hello,
We are sorry for the difficulties you experienced with your order . We have looked into your complaint and we can confirm a refund has been processed. Please check your email for further detail.
REF #*********
******************************************************
Best,
Grubhub
Customer response
04/16/2024

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,

Ty C
Initial Complaint
04/13/2024
Complaint Type:
Product Issues
Status:
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.
After your food has been delivered, they are sending price adjustment emails telling you they are charging you more than what youve paid. I paid for my food, i got an email saying your price is adjusted to add a tip. How do you take it upon yourself to adjust my total to give more tip. They help desk at 1st told me oh the charge was for tip & when i told her the problem is i didnt authorize it, she couldnt find it on my bill no more & nothing she could do on her end. I told her the email came from grubhub & either grubhub or the restaurant is committing fraud & transfer me to a manager. The manager apologized, refund my money & of course ill give this feed back to the appropriate parties. They are like triple ripping people off, 1st off the prices of the food is way higher, which is the price you pay for the convenience of it, you pay a monthly fee, then they charge you a service every delivery, now they take it upon themselves to add more tip
Business response
04/14/2024
Hello,
We are sorry for issue you had with your order. We take this very seriously and know how concerning this is. We have looked into your complaint and have sent you a email.
Ref: 267952998
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Initial Complaint
04/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered from Nations and they never delivered my order at all. I told them what they delivered is something I never ordered and they refused to give me a refund. I want my full refund for this order. The total price was 53.87$ for my order and I want my refund.
Business response
04/14/2024
Hello,

We have taken a look into your order. The refund for this order was issued on 04/14/2024.

Please check your email and use the Reference Number *********; or you can reach out to Grubhub via ******************************************************

Best,

Grubhub
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered from GrubHub for the amount of $35.53 at 11:19 AM EST , realized my mistake and tried to cancel my order at 11:20. The website encountered an "error" and sent me to a chat at 11:21 AM where the employee took 8 minutes to "verify" and then claimed it was too late to cancel the order.
Business response
04/13/2024
Hello,
Thank you for taking the time to share your experience.
We apologize for the miscommunication and the inconvenience. As an apology, we've processed a full refund on your order 29082585-0711061 on 4/13.

The refund should reflect in 3 to 5 business days, depending on your banking institution.

Reference Number: #*********
If you have further questions please reach out via ******************************************************.
Sorry again for the trouble!
Best,
Grubhub
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
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.
****** was not credited back to my card after receiving written confirmation ****** refused
Business response
04/13/2024
Hello,
Thank you for taking the time to share your experience.
We understand that you requested a refund of the credit used on your account. However since that credit is no longer on account we can no longer refund it back to the original payment method.
Please see reference number: #********* for a more detailed explanation.
If you have further questions please reach out via ******************************************************.

Sorry again for the trouble!

Best,
Grubhub
Initial Complaint
04/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed two orders with grub hub that never got delivered while staying at an Airbnb. I spoke with supervisor *** via telephone and she was unwilling to refund. I am diabetic and had nothing to eat yesterday and also the neighbors two houses down to confirmed they had found my orders left on their door. I just want my money back
Customer response
04/13/2024

Better Business Bureau:

The Business has addressed out of both orders I did not receive, I was given no option as they chose for me a credit on the ******* order which I believe was $18 and some change and I was NOT ever given any resolution on the **** order. No credit, or money back. I was told no, and it's unacceptable ** I did NOT get the order and I do not feel anyone should have pay for a meal they ordered but did not receive. I struggle everyday to eat one meal a day and that day I didn't get one. I also felt I should have been given the option for GrubHub to at least offer me a refund not just a credit they were in the wrong not me.
*************************
Initial Complaint
04/11/2024
Complaint Type:
Delivery Issues
Status:
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.
Order #********-5803141 Called in a $50 dollar order for delivery to my work address. I had to change the address from my home address to my work address. Company said it is no longer within delivery distance. It is within delivery distance... i have ordered from here before. I asked for a refund, they are not willing to refund my money to my card... only as credit on their site. That is unacceptable, I cancelled my account with them and will no longer be using their services and ordered using another delivery service without any issues.
Business response
04/12/2024
Hello,
We apologize for any confusion or inconvenience with this matter. We have looked into the order that you have inquired about, and have sent you an email addressing this issues.
Ref: 267668338
If you have further questions, please reach out via ******************************************************
Best,
Grubhub
Customer response
04/15/2024

Complaint: 21560556

I am rejecting this response because: You lied. You told me that you only process refunds through to grubhub accounts, and NOT back to the paying credit card. I have already addressed this with my bank and they returned my money. If you look at the history of my grubhub account, you will see a period where I stopped using your service... that was when I suspended your company for a similar issue. Grubhub is banned now. I will continue with ****** and ******** from here on out. I am not sure whether you notice how low your rating is, I know I was shocked. Try harder.
EMAIL CORRESPONDENCE WITH GRUBHUB -
No, I did not accept a credit. You specifically said that you can only put credit onto my grubhub account. Are you saying that you lied? Doesnt matter I already submitted a complaint to BBB and had my bank stop payment and refund my money. I closed my grubhub account. I guess you can say that you have been banned.

Sent from Mail for Windows

From: Customer Care
Sent: Friday, April 12, ********* PM
To: ***********************
Subject: [Grubhub] Re: Follow Up on Recent Grubhub Contact

##-Please type your reply above this line -##

Your request (*********) has been updated. To add additional comments, reply to this email.
************ (Grubhub)
Apr 12, 2024, 1:49?PM CDT
Hello ****,

Thank you for contacting Grubhub. We apologize for the issue you experienced with your order 815325845803141.

As per our records, it appears that you accepted a Credit as a resolution during your conversation with our Care agent on 4/11/24.

Therefore, we regret to inform you that we are unable to provide a refund at this time.

Best,

************
Grubhub Customer Experience Team

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

Business response
04/16/2024
Hello,

Thank you for reaching out to us. We have looked into your request for a refund but see that the credit has been issued on a recent order.

At this point, we think it is best that you reach out to your financial institution. They will assist you with the next steps in the process.

Ref: 267668338

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

Best

Grubhub
Customer response
04/17/2024

Complaint: 21560556

I am rejecting this response because: As I stated earlier, my bank has already refunded me my money. I reached out to them before I submitted this complaint, after you refused to refund my money back to my card. What good is refunding money to my grubhuib account when you wont deliver to my location? I used another delivery service with no issues. This case can be closed as unresolved by the business. They didnt do anything but lie, I am just adding my experience with Grubhub to all of the others on this site. Hopefully it might help someone. If you were supposed to refund to my credit card, and your associate told me that was not possible.... then i suggest better training for your workers... but due to the number of complaints your company has here... i think we both know its not a training issue, but a poor business practice. You should fix it. Why dont you add the recording of our conversation that you reviewed? If I am mistaken, it would clear everything up pretty quickly and I would apologize.

Sincerely,

***********************
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My Mcchicken sandwiches have pink meat that was not cooked thoroughly. I also got unsweetened tea when I ordered sweet lemon tea. The same thing happened to me yesterday! I reordered the exact same thing today to give the service another try and it happened again. Now customer service is saying they can't help me this time.. Even when i offered to send them pictures of the food i received. It's ridiculous!This is my first experience with grubhub and i wished I would have just stuck with Uber eats. Will definitely not be using this service again. I demand a full refund or I will have no other choice but to send the pictures i took of the order i received to my bank and dispute the charges that way..
Business response
04/11/2024
Hello,

We have escalated your account to be reviewed by a Specialist. This is still pending review that *** take up to the full 7 to 10 business days. You will be contacted via email only if there is a change to your status.

If you do not receive an email communication from us, that means that there has been no change to your status, and we are still unable to process a refund or concession for you.

Ref: (267629900)

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

Best,
Grubhub
Customer response
04/17/2024

Complaint: 21558694

I am rejecting this response because: My account is being reviewed by a specialist for no specific reason. Literally a reorder of my only order /. There is nothing to reviews that would take 10 business days, The food i received is not safe to eat and I did not get a redelivery or a refund. I wasn't even allowed to send in pictures of the order i received. I demand a refund Or i am just going to send the pictures to my bank and dispute the charge

Sincerely,

*******************
Business response
04/18/2024
Hello,
Thank you for reaching out to us regarding your refund.
We have reviewed your account and the status still has not changed. Please reference (*********) for further information.
If you have further questions, please reach out via ******************************************************
Initial Complaint
04/10/2024
Complaint Type:
Delivery Issues
Status:
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.
On Tuesday March the 26th I made an order through grubhub for ******** from sonic. I never received the food. I text the driver that she was in the wrong area at the wrong address. ****** moved went to a different area. Different address and mark ******** as delivered. But it was never delivered to my home. I have repeatedly called grubhub and asked for a refund.They have repeatedly denied a refund.They have what is called the grubhub guarantee.Where if the order is late they will give you a $5 credit.I have utilized the grubhub.Guarantee many times and now they have blocked my account from receiving refunds.Or concessions due to quote unquote , an unusual amount of Refunds or concessions, now they're telling me that it's been reported to their escalations team for a review of my account that it's gonna take 7 to 10 business days to. Day is business day number 10 and I am still being refused a refund for an order that I never received. This is theft of services.
Business response
04/11/2024
Hello,

We are sorry for the issue pertaining to not receiving your order. We have looked into your complaint and we are unable to find any related information.
Please respond with account details for us to further assist you or reach out to us directly: ***********************************************************;

Best,
Grubhub

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