Grubhub Complaints: How To File & Get A Refund

Key Takeaways

• Common Grubhub issues include missing/wrong orders, late deliveries, app malfunctions, and unauthorized charges.
• Grubhub offers refunds for valid complaints but determines eligibility on a case-by-case basis.
• Complaints can be filed via Grubhub’s customer service phone or live chat.
• After filing a complaint, expect a follow-up email and a refund within 3-5 business days if applicable.

Grubhub’s refund policy → How to file a Grubhub complaint →

• Common Grubhub Issues (And How To Fix Them)
• Does Grubhub Give Refunds?
• How to File Grubhub Complaints
• What to Expect After Filing a Complaint
• Frequently Asked Questions
• Wrapping Up

Common Grubhub Issues (And How To Fix Them)

Here are the most common issues customers have when they order from Grubhub and a quick guide on fixing them.

1. Missing Food/Wrong Order

If your order is wrong or items are missing, directly contacting the restaurant might be quicker for resolution. They can often rectify the mistake faster.

For Grubhub issues, calling their customer service at (1)-877-585-1085 for a refund or re-delivery is the way to go.

2. Food Was Delivered Late

For significantly late deliveries affecting food quality, contact Grubhub customer service for a possible complaint. If the delay is minor and the food is fine, it may not be worth the hassle.

3. Grubhub Is Down/Not Working

If the Grubhub app isn’t working, check app permissions and internet connection, or try reinstalling the app.

If the problem persists, Grubhub’s servers might be down, so waiting a few hours before trying again could help.

4. Unauthorized Credit Card Charges

If you notice unauthorized charges from a Grubhub+ subscription or other orders, contact Grubhub customer service for a refund.

For charges you didn’t authorize, also check with your bank and ensure no one else has access to your account details.

Suggested: 3 fast ways to contact Grubhub customer service

Does Grubhub Give Refunds?

Yes, Grubhub does provide refunds in specific situations as outlined in their Terms of Use.

The decision to issue a refund is made by Grubhub on a case-by-case basis, depending on whether they determine the fault lies with the delivery or the order placement.

However, the process and criteria for determining fault are not transparently disclosed.

While Grubhub may offer refunds, they often opt for alternative compensation, such as coupons, instead of returning money directly to the customer.

This approach has led to customer dissatisfaction, as evidenced by complaints on platforms like the Better Business Bureau (BBB).

How to File Grubhub Complaints

To file a complaint with Grubhub, you can either call their customer service or use the live chat option. Both methods are effective for addressing issues or requesting refunds.

The phone number offers a direct way to express concerns, potentially providing immediate pressure on the service to address your complaint.

Alternatively, the live chat feature allows you to multitask while waiting for a response, which can be more convenient given potential long wait times.

Customer experiences suggest that live chat might be a less stressful option, especially during busy periods when phone wait times can extend significantly.

Related: Grubhub alternatives worth trying

What to Expect After Filing a Complaint

After you speak to a customer service representative on the phone and agree on how Grubhub will best rectify your complaint, you can expect to receive an email from the Grubhub company outlining the next steps and confirming the conversation that just took place.

If they have decided to give you a refund, it should be deposited into your bank account within three to five business days.

If it’s not in your account within a week, you may have to reach back out to customer service to follow up.

There have been reports of Grubhub being slow or failing to follow through on their word at all.

Brett’s Take: Thoughts From an Expert

When you file a refund, don’t get your hopes up too high that you’ll be successful – hope for the best but plan for the worst.

Many Grubhub users that I have talked to seem to be frustrated with the customer service provided by the platform and the resolution offered.

Unlike the process of getting a DoorDash refund, Grubhub makes users jump through more hoops and talk directly with a customer service rep.

Users seem to also be frustrated with the order system itself – before even needing to talk to customer service.

Grubhub users don’t like the tipping system in particular, because it makes them tip in advance without the assurance of service quality.

While I agree with how the system is set up (it helps to avoid tip-baiting), it can be frustrating in cases where the driver doesn’t perform how they are expected to.

My Suggestion: Exercise patience, emotional control, and self-discipline while talking to customer service.

Remember, they offer refunds that are discretionary, so they have the ability to refund you or not.

Who do you think will have a better chance, a frustrated person or a nice one?

Frequently Asked Questions

What happens if no one picks up my Grubhub order?

If there aren’t any drivers available, eventually, Grubhub will cancel the order and then contact you to let you know the order has been canceled.

Luckily, Grubhub is such a large company that they usually do have enough drivers, and it’s a rare occurrence that they need to cancel the order.

Why does Grubhub have so many BBB complaints against it?

It seems as though the customers complaining on BBB about Grubhub have legitimate problems, including unauthorized charges, no follow-through on refunds, and overall poor customer service experience.

It stands to reason that since these customers can’t air their grievances to Grubhub itself, they go to consumer review sites such as BBB.

Should I trust Grubhub?

For the most part, people have pretty fine experiences with Grubhub. According to BBB, Grubhub has hundreds of complaints, most of them unresolved.

Is DoorDash better than Grubhub?

Yes and no. Grubhub is more available and is on more websites, so you have a greater variety of food and restaurants to choose from when you select Grubhub.

However, DoorDash is cheaper (with their DashPass), has a better interface, and seems to have better customer service.

Wrapping Up

As the world adapts to the Covid-19 pandemic, more and more people are ordering online for delivery and pickup instead of eating out in restaurants.

But as more and more people utilize third-party delivery apps, that opens up room for more and more errors.

Grubhub certainly revolutionized food delivery service. However, an integral part of a successful company is its ability to fix problems when things go wrong.

When it comes to an issue with an order, your only option to file a complaint is to call the customer service line or open up an online chat with a customer service representative.

While both options offer potentially long wait times, chatting with a customer service representative online may be the better bet.

Not only does it make the wait time seem less long, but you also have the entire conversation recorded. That means that if they guarantee you a refund, you have a concrete paper trail to back you up.