Grubhub

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 1 historical complaint about Grubhub, published in 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Refunds for cancelled orders never reached bank accountPublished Dec 6, 2012 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.grubhub.com/
• Customer Care (named in Terms of Use): 1-877-585-7878 1 complaint mentions this number
• Privacy requests: [email protected]
• Seamless (sister brand site): https://www.seamless.com/
• FTC refund administrator (Analytics Consulting LLC; not Grubhub): 1-888-446-4992
• FTC Grubhub refunds page: https://www.ftc.gov/enforcement/refunds/grubhub-refunds

Locations

Refunds, Grubhub+ and account problems: Grubhub's routes and where else to report

This page was checked on 2026-10-14. Grubhub's Help Center pages are rendered by script and did not return readable article text in the checks made for this page, so the steps below are limited to what the Terms of Use, the Privacy Policy and the FTC order say.

Refunds and credits. The Terms of Use (effective December 17, 2024) say payments made to Grubhub 'are final and non-refundable, unless otherwise determined by Grubhub' and that 'Grubhub, in its sole discretion, may offer credits or refunds on a case-by-case basis including, by way of example, in the event of an error with your order or in the amounts you were charged.' The Terms also say that Merchants and Delivery Partners operate independently, and that Grubhub 'is not liable or responsible for Merchants' food preparation or safety.'

Phone. The Terms name a Customer Care line: 'please call our Customer Care team at 1-877-585-7878.' The same number is listed on the BBB profile. Privacy requests have their own channel: [email protected] with the subject line 'Privacy Request', or the 'manage your data' pages for Grubhub and Seamless named in the Privacy Policy.

Grubhub+ cancellation and blocked accounts. Under the December 2024 stipulated order entered in the FTC and Illinois case, Grubhub must provide a simple cancellation mechanism for Grubhub+ subscriptions and remind subscribers at least once a year about the subscription and how to cancel; it must also notify consumers if their account has been blocked and provide a way to appeal the block. The order's own terms are summarized in the regulator section below. The Grubhub+ cancel steps themselves are in Grubhub's account settings and Help Center and were not quoted here.

If you received an FTC payment. The FTC says it began sending 640,038 payments totaling more than $23.8 million in August 2026. Check recipients are asked to cash the check within 90 days and PayPal recipients to accept within 30 days; no claim form is required. Questions go to the refund administrator, Analytics Consulting LLC, at 1-888-446-4992, and the FTC says it 'never requires people to pay money or provide account information to get a payment.'

Arbitration notice. The Terms of Use contain a dispute-resolution section that requires binding individual arbitration and a class-action waiver, with an opt-out mechanism described in that section; read it before relying on court action.

Where else to report. Consumers can report to the FTC at ReportFraud.ftc.gov, to the Illinois Attorney General (a party to the 2024 case) or to their own state attorney general, and can file a BBB complaint. A report to a regulator is not a refund request; use Grubhub's Customer Care line or Help option for the order itself.

FTC and Illinois Attorney General order (December 2024)

The case. On December 17, 2024 the Federal Trade Commission and the Illinois Attorney General filed a complaint against Grubhub Inc. and Grubhub Holdings Inc. in the U.S. District Court for the Northern District of Illinois (Case No. 1:24-cv-12923) together with a stipulated order. The FTC's case page lists the stipulated order as entered by the court on December 31, 2024.

What the agencies alleged. The FTC press release says the complaint alleged that Grubhub: listed restaurants on its platform without their permission (the complaint says as many as 325,000 unaffiliated restaurants); advertised a single low delivery cost while adding 'service fees' and 'small order fees'; advertised Grubhub+ as 'free' or '$0' delivery while still charging subscribers, and made cancellation difficult; blocked accounts holding large gift-card balances without warning; and made inflated hourly earnings claims in driver recruitment advertising (for example 'up to $40/hour' in the New York area against median pay the FTC puts at around $10/hour). These are the agencies' allegations.

Terms of the order. The order states that 'Defendants neither admit nor deny any of the allegations in the Complaint, except as specifically stated in this Order.' It enters a $140,000,000 judgment, partly suspended: Grubhub was to pay $24,800,000 to the FTC and $200,000 to the Illinois Attorney General's fund, after which the remainder is suspended on the strength of sworn financial statements; the suspension can be lifted if those statements were materially inaccurate. The injunctive terms listed by the FTC include disclosing the true cost of delivery and not adding 'junk fees', notifying consumers of blocked accounts and providing an appeal, a simple Grubhub+ cancellation mechanism with an annual reminder, no longer listing unaffiliated restaurants, and making driver earnings claims only if not misleading and supportable in writing.

Company position. The order records no admission or denial by the defendants; no separate Grubhub statement about the case was read on a Grubhub page for this profile.

Refunds. On August 12, 2026 the FTC announced payments to 640,038 drivers and diners totaling more than $23.8 million, by check or PayPal (see the first section for deadlines and the administrator's contact).

Who operates Grubhub: Wonder, Seamless and the DoorDash campus deal

Operator. The Terms of Use and Privacy Policy name Grubhub Holdings Inc. and its subsidiaries and affiliates as the owner and operator of the Grubhub platform. The Terms describe Grubhub as 'a virtual marketplace Platform' that connects diners with merchants and independent delivery providers and say Grubhub 'is not a restaurant or food preparation entity.' Seamless is a sister brand: the Privacy Policy provides separate request links for Grubhub and Seamless. The Terms also mention SCVNGR, Inc. d/b/a LevelUp as an affiliate whose end-user services are covered by separate terms.

Ownership. Just Eat Takeaway.com's release of January 7, 2025 says it 'has completed the sale of Grubhub Inc.' to Wonder Group, Inc., at an enterprise value of USD 650 million, that Grubhub was 'transferred with its USD500 million of senior notes', and that Wonder 'has acquired all of the assets and assumed all of the material liabilities associated with Grubhub.' Grubhub's own about pages are now published under the Wonder name and describe the company as Wonder.

Campus Dining sale. On September 15, 2026 DoorDash and Wonder announced that DoorDash will acquire 'Wonder's Grubhub Campus Dining business' (formerly Tapingo) for $300 million and invest $125 million in Wonder's Series D. The release says the transaction is expected to close 'by the first half of 2027, subject to customary closing conditions and regulatory review.' Until it closes, the announcement does not change who operates the main Grubhub marketplace.

Security incident (early 2025). The Hill, citing Grubhub's own notice of a 'security incident', reported in February 2025 that unauthorized access to a third-party service provider's account exposed contact information of campus diners and of diners, merchants and drivers who used customer care, including names, email addresses and phone numbers, and for some campus users the card type and last four digits. Grubhub said full card numbers, bank details, Social Security numbers, merchant login information and Grubhub marketplace customer passwords were not accessed and that it ended the provider's access. SecurityWeek's report of the same disclosure adds that the compromised information included hashed passwords for some legacy systems, which were reset. The number of people affected was not stated in that report.

Entity dates. The founding year is not stated on the Grubhub pages read for this profile and is left blank. BBB's page data lists a business start of 2004-04-01 and incorporation on 2013-10-23 (BBB-reported).

Complaint and review record as displayed on 2026-10-14

The figures below were read on 2026-10-14. They are kept separate and are not combined with each other or with this site's own archive.

BBB. The profile for GrubHub, 222 Merchandise Mart Plz, Chicago, shows a rating of C and 'GrubHub is NOT a BBB Accredited Business'. The reasons for the rating are '16 complaint(s) filed against business that were not resolved' and 'Failure to respond to 1 complaint(s)'. The complaints tab shows '2,615 total complaints in the last 3 years' and '839 complaints filed in the last 12 months'. The reviews tab shows an average of 1.03 out of 5 from 543 customer reviews. BBB's raw page data gives a file-opened date of 2009-05-11, a business start of 2004-04-01 and incorporation on 2013-10-23. The profile carries a Government Actions alert about the FTC and Illinois case.

Trustpilot. The page for Grubhub (www.grubhub.com) shows 1.7 from 16,766 reviews and a claimed profile (May 2014). Trustpilot displays 'This company hasn't invited customers recently, so reviews may not be representative' and 'Hasn't replied to negative reviews', and states that it does not fact-check reviews.

This site's archive. The archive holds one approved complaint filed under the Grubhub.com name (2012) and one filed under the CampusFood.com name that lists grubhub.com as its site (2011); both are old and describe refund and coupon problems. They are individual accounts and are not combined with the BBB or Trustpilot figures.

Court record for consumers

FTC and Illinois v. Grubhub (N.D. Ill.). Stipulated order entered December 31, 2024; payments to drivers and diners began in August 2026. Details are in the regulator section.

Wang et al. v. Grubhub (Los Angeles Superior Court, Case No. 23STCV24118). A California class action alleging that Grubhub made false or misleading representations about delivery fees, service fees and menu prices on delivery orders. The settlement website says Grubhub 'denies these allegations and denies any wrongdoing' and that the court has not decided who is right. The proposed settlement covers people who ordered and paid for food through the Grubhub or Seamless app or website between January 24, 2019 and January 12, 2026 for delivery to a California address; a valid claim yields a $10.00 Grubhub site credit, with total awards not to exceed $5,000,000 and pro rata reduction if needed. Grubhub also agreed to display fees and taxes as separate line items (or prominently disclose them) and not to advertise 'free delivery' for Grubhub+ orders where other fees apply. The claim deadline was extended to August 7, 2026 and the settlement website lists the final approval hearing for October 7, 2026; the settlement website's home page (opened 2026-10-14) shows both 'Current Status: The Court has approved the Settlement' and a 'Final Approved Fairness Hearing' on October 7, 2026, and no order from that hearing was shown, so the case is described here as a proposed settlement whose final approval was not confirmed from the pages read.

Lynn Scott, LLC, et al. v. Grubhub Inc. (N.D. Ill., Case No. 1:20-cv-06334). A class action filed in October 2020 on behalf of businesses (restaurants), not diners, alleging they were listed on Grubhub, Eat24, Tapingo, OrderUp, Seamless, LevelUp, AllMenus, MenuPages and BiteGrabber without a contract. The settlement administrator's FAQ (opened 2026-10-14) says the court held a fairness hearing on April 15, 2026 and that 'Final approval was granted on April 16, 2026'. It states that $7,154,586 will be paid into a Settlement Fund, from which each claiming business receives an initial payment of $50 (which may be increased or reduced depending on the number of valid claims) plus a pro rata payment based on how long the business was listed without a contract; the administrator's FAQ gives expected administration costs of approximately $375,000. The claim deadline listed earlier on that site was March 4, 2026.

Lawson v. Grubhub, Inc. (N.D. Cal., Case No. 3:15-cv-05128-JSC). A driver case, not a diner case: Raef Lawson brought a representative California Private Attorneys General Act (PAGA) claim alleging that Grubhub unlawfully classified its food delivery drivers as independent contractors and as a result failed to reimburse necessary expenses and pay minimum and overtime wages. In its order of July 30, 2026 (Docket No. 464, on GovInfo) the court granted final approval of a class settlement under which Grubhub will pay $24,750,000 for California drivers who completed at least one delivery between December 3, 2014 and March 13, 2026, before deductions the order lists for administration costs, attorneys' fees and costs, service awards and PAGA payments; the remainder is distributed pro rata by miles with a $25 minimum. The order granted attorneys' fees in part and ordered the parties to file a proposed judgment by August 13, 2026.

Is Grubhub Legitimate?

Grubhub is an operating food-delivery marketplace. Its Terms of Use identify the operator as Grubhub Holdings Inc., Just Eat Takeaway.com's release of January 7, 2025 records the sale of Grubhub Inc. to Wonder Group, Inc., and the December 2024 order was entered against Grubhub Inc. and Grubhub Holdings Inc. BBB lists it as not accredited with a C rating as displayed on 2026-10-14 and shows a Government Actions alert.

Documented concerns come from a regulator case in which the order records that the defendants neither admitted nor denied the allegations, and from consumer reviews on BBB and Trustpilot that this page reports without drawing conclusions. Consumers with a disputed order or charge should use the routes in the first section.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as a brand of this company: Emailed 20% Coupon Turned Out Limited to First 2000 Customers

Company Relationships

• Owned by: Wonder Group, Inc.
• Affiliated with: Just Eat Takeaway.com N.V.
• Affiliated with: Seamless
• Affiliated with: SCVNGR, Inc. d/b/a LevelUp

Frequently Asked Questions