Grubhub: Food Delivery Reviews

We love this app! We have never had an issue with any of our orders. Our food from Smashbox was, as always, hot and delicious! And although the order was supposed to be delivered a bit later than expected, it arrived 10 minutes earlier than the initial time we were given! We had gotten a message from this app that our order was running behind. A+ for that alone! We accidentally ordered one too many burgers because I couldn’t make up my mind and had added a few to choose from, meaning to delete one of them before submitting our order. Well, I forgot to delete the one I didn’t want and we tried to contact this app and also our driver Helen to see if the order could be adjusted (I hate wasting food and we don’t care for leftovers). Helen promptly texted me to let me know that Smashbox could not adjust it once placed. No biggie, it was my mistake...I get it. Helen, our driver, is fabulous! Courteous and friendly. Smashbox is fabulous! Even though, I’m the one that made the mistake, I got a message stating that our bill was adjusted and we weren’t charged for the extra burger! Talk about great customer service! A happy customer is a returning customer! Thank you!

I use this app a lot due to not wanting to have to keep up with restaurants who deliver in my area. It use to be that when you placed your order through this app and and item could not be prepared, a representative from this app would directly call you and ask you if any other item could be substituted. If you said no they would allow you to cancel your order in full, if you said yes they would find a replacement for the order and your order would go though.

Now however it seems like their customer service team doesn’t want to call customers or try to make it right. They will just go ahead and refund the item the store can’t provide and you WILL NOT know anything until your order arrives with missing items. Why are we using a delivery app if they can’t even contact the costumers if items won’t be delivered? This has happened multiple times through different restaurants in the past few months. Zero contact from this app like they use to. Even paid for the this app membership so you would think they would want to support their customers but I guess not.

I deleted my membership, my information from their site, my app and I’m not going to use them for food delivery anymore as their care of customers has really gone downhill this past year. The customer service agents use to really be on top of things in the past and I have been using this app for years now. Not anymore I’ll be installing DoorDash to give them a shot now.

We have ordered from Grubhub several times. Sometimes it’s okay, although it seems like on every order the delivery time gets extended from what they originally tell you (for example it was supposed to take 40 minutes but it actually took 50-60). This happens a lot which in my opinion is not a good business practice. There have been several times (including right now) where the driver seems to sit in one spot and stay there until AFTER the delivery window. And then eventually they get to the restaurant to pick up the food. Because of this many times our food will arrive cold or soggy. This has happened with multiple drivers in our area, so often that we have started using other apps over this app. Also for whatever reason, Grubhub GPS never gets the address right. Usually it’s not a problem but one delivery we had a driver get very lost and couldn’t tell me where he was, and then had the nerve to tell me that it was MY fault that the address was “wrong” or hard to find. I get it, these are tough times especially for delivery drivers and such. But that doesn’t excuse bad business practices, not holding drivers accountable, and a really bad working app. It seems like many other people have had similar problems that date back 1-2 years, which means that higher ups don’t value feedback or just aren’t in the business for customer satisfaction. I’m sorry if it sounds harsh but it seems to be the truth.

So many frustrations with this company. One huge one is when my orders are randomly cancelled, but nobody lets me know for an hour. By the time I’m told I need to figure out different food everything is closed half the time. And it’s usually with no explanation. Delivery time is entirely unpredictable, it will give you an estimate that ends up being literally half of how long it actually takes. But one of the biggest complaints is price discrepancies. I’m not even talking about the ginormous delivery fees, but rather the difference I price of the actual food items as listed on this app compared to the restaurant’s website. I only noticed this recently, but they often charge a higher price for the food itself than the restaurants, which seems so screwy. High delivery fees are one thing, but the food itself is more expensive too?? What?? And so very often my order is missing items or just wrong, so what was I even paying extra for? Lastly, they used to make up for some of these annoyances (at least in my head) with fairly frequent coupons, and that fun wheel thing you spun with every order. It doesn’t feel worth ordering anymore unless I have a coupon, but they took those away (except for the ones that you have to use within like 24 hours of receiving them, which I seem to only get after ordering when I’m not trying to shell out the delivery money twice in 24 hours) so I guess that’s that. Disappointed and hungry.

This was my first order through this app and I am EXTREMELY disappointed. If I could, I would rate everything 0/5. To start off, when it said my order was delivered I was expecting it to be right outside my door but instead I found it behind my car in the driveway. When I first messaged the driver He claimed that there was a snake on my front steps. When I check my camera the driver doesn’t come close to my door or even bother to look at it. And when placing the food down, he basically threw it on the ground. I’m not sure if all drivers are like this but mine was unfortunately appalling. On the camera it shows he quickly came to my driveway just to drop the food and leave. The container of the food broke and to top it all off it was the wrong order! I order one item and got 2 items I had no intention of ordering. On the physical receipt it does say my name and the mistaken order. So I am not sure who messed up because on this app it does say my correct order.

It’s safe to say I will never order from Grubhub again or recommend it to anyone. My grandma just came out the hospital and I was trying to get her favorite soup for her to eat but it seems Grubhub is far from being professional to even provide a simple order that can safely arrive at my door. From this experience its safe to say I’m going to stick to doordash and if the driver is reading this I’ll be sure to call animal control to take care if that enormous python at my front door 😁

IAs a college student, I know how to get cheap food. My friends and I have used every other delivery app you can think of and tried all the free premium trials of them so I also know how valuable it is. All this to say I use this app the most out of all the delivery apps out there and it’s by far the best. They have a great selection, they don’t have ridiculously high fees like UberEats and (the worst delivery app ever(Postmates), and they have excellent customer service! They rarely ever cancel your order(Postmates), they typically have speedy delivery and wonderful, kind drivers who deliver your food without spills or mess. Like I’ve mentioned I’ve also tried the premium of almost all delivery apps and imo this app’s premium is definitely worth it. You get perks every week which invited me to find new local restaurants I fell in LOVE with, prompt customer service, and free delivery almost every time. Some premium accounts are completely useless(Postmates) and others just don’t give you as many reasons to pay monthly. It’s just a reliable app which is what I count on when ordering food. It also uniquely caters to students! I love it, I tell anyone who asks, and will continue using it.

Tonight we tried to order from a pizza place. When our food was almost a half hour late we called the pizza place and found out they did not even start on our order; they said the issue was with this app. Irritated by how bad the service is, I decided to contact customer service through chat to check the status of our order and cancel my this app membership. An irritated customer service rep through chat canceled our food order instead of the this app membership . When I told this person to stop they claimed the order was already canceled. I spoke with a customer service rep over the phone at the same time and was told our order wasn’t canceled. At the same time I am on the phone with customer service the rep in the chat said the order was not yet canceled because she was on hold; she deliberately and intentionally proceeded to cancel the order when it was not already canceled. This experience was so bad I have decided to never use GH again. Right now I am on the phone waiting to talk to a supervisor to get a refund on my GH membership, and have been on hold for 30 minutes.

Edit: I was on hold for over an hour then was hung up without speaking to someone. I am now BATTLING with this app to get my account deleted and they want me to take so many extra steps to permanently delete the account. This reason ALONE is a reason to never ever use this app. Literally no one anywhere wants to spend HOURS trying to delete an account!!!!!

I have used gh at least 20 times. Grubhub is great, it always works. though it seems inconsistent from restaurant to restaurant in its menu application and usage -sometimes confusing what comes with an item. The service from grub hub employees hasn’t been bad, they tell me when there’s a problem and make it right, so I think the company seems to care (more than I can say for other food delivery services I’ve used which I won’t name here, but it starts with a U!) So I’m loyal to gh in my restaurant delivery patronage anymore. Now you just have to expect though, the restaurants sometimes have issues and cancel your order & your experience depends in large part upon the relationship between that restaurant and gh. Another factor- if you get a driver who treats your food and your time with respect, which isn’t usually a problem. The drivers usually call from the driveway, I don’t know why, most pizza places ring the bell. Sometimes the drivers forget food or spill it. hey this is going to happen if you order from gh 20 or more times. You take your chances, because you don’t want to cook so much, and you don’t want to go out into the public either. Thanks for being there most of the time gh when I’m not cookin’. And shout out to mr. gyro because he is consistently good & fast, never cancels.☮️

I’m only leaving a one star review because this issue needs to be addressed. I have all three holy trinity of food delivery apps, uber, dash, and this app. this app has been my go-to since the service fees are always lower than the other two. On top of which, I have this app+ which gives me credits on my orders. I’ve been using this app for years, but come this January, something changed. It used to be I can use credits to deduct my total at the checkout page, but despite accumulating $8 of credits, I’ve tried on numerous occasions to go to checkout and not be able to use my credits, which in turn made me decide to give up and cook that day instead. On the last occasion I decided to text customer service and see if they can resolve the issue. They decided to just reduce $6 on my order, but the credit issue is unresolved. On top of which, the customer rep who was helping me just abruptly ended the convo, had two more customer rep come in, view the chat, and just leave. It wasn’t until the fourth person, which I assume to be a supervisor came that came up with the $6 fix. I should mention in no way during our conversation was I rude or used profanities. Seemingly the original customer rep didn’t know how to answer my question and just decided to leave without a word. I will withhold my judgement and let you decide whether that was an appropriate customer service response. But fix the credits problem and I will fix the one star review, thanks.

Honestly it wasn’t the food that was the problem...it was the driver...at first the ETA was between 9:15-9:25 which made sense considering it’s FAST FOOD...it took a while for someone to pick the food up which I understand due to COVID but while a driver was able to pick up the food or was en route to pick up the food within the 9:15-9:25 ETA when the time moved to 9:35-9:45 I was confused on what was happening so I went to track the order to see that the driver was stuck at the same location for at LEAST 15 minutes...I had attempted to contact her to see exactly how far she was so I can try to figure out the eta again but she took about 20 minutes to respond to me...by the time she did respond she said she was coming to me (which I felt was a lie) but nonetheless I still waited for her to arrive to which my order was delivered literally an HOUR after I ordered it..my drink was watery (which I know isn’t the restaurants fault) and the food was on the verge of being cold...lack of communication is the main reason for this rating and the fact that I couldn’t get in contact with this app themselves makes it worse...seriously debating if I’m going to be using this service for future deliveries cuz it doesn’t make sense for it to take an HOUR for fast food and that I was unable to get in contact with customer support

Have paid fees, delivery charges AND 20% tips on every order, not because I like spending twice as much to get food, but because I liked supporting local restaurants and drivers. Never again.

A restaurant called when the driver had just left to tell me that the “driver forgot” the side orders. I know the restaurant probably made the mistake, but once the driver picks it up, the restaurant is paid and the mistake now becomes GH’s. I used the text button in Grubhub - driver doesn’t answer. Used the call button in Grubhub - driver doesn’t answer. I can see he’s within one block of the restaurant - and it’s only four blocks to my house. So I wait. My security cameras go off, but not my front door. I go outside and the driver has parked so that he can leave my order at the curb (not at the door as instructions state) without being detected. He takes off but has to make a u-turn to come back down the street, so I stop him and tell him what I’d been trying to reach him for. He says, “it’s not my fault. Call the restaurant.” GH tells me when I call them that there’s nothing they can do because they can’t get ahold of a driver once they accept a new order. So, I’ll just stop putting a third party in-between the restaurant and me and just “call the restaurant” from now on.

What’s worse is if you go to Reddit and read the comments these this app drivers make about their customers, it’s horrendous and completely unconscionable.

Decided that since we’re in quarantine and my car battery died, I’d use Grubhub to order dinner from KFC. At first it seemed like an easy and seem less process to order my meal and it said it would take about 20-30 minutes (the restaurant is literally down the street from me). So I waited and decided to check the status, the time kept getting pushed back which was pretty annoying but I thought ok whatever not that big of a deal. So after almost an hour my food finally arrived, the driver was nice and kept me up to date with my delivery. When I got my food I thought cool this is pretty neat getting my fast food delivered now, but when I opened the bag my order was completely wrong. Now I’m not saying one or two items were wrong but the whole meal with the exception of the drink 😅 I ordered a 5pc strip combo with 2 sides (mashed potatoes and gravy, and Mac and cheese) but I got popcorn chicken with wedges, a chicken sandwich with pickles, and 2 biscuits. Needless to say I was upset that my order was that screwed up, but I was happy that reporting the issue gave me an instant refund from this app so that was cool. I’m willing to give them another chance and just placed another order from Panda Express but if this happens again then I’ll just delete Grubhub 😕

I placed an order last night at 8pm. I was told the order would arrive at 9:30. After three calls, two text conversations and 5 hours later I never received my order. The first two conversations plus the first text conversation said the food would be delivered and remade and I was even told that they were in contact with the driver. By 1am I had had enough and I was very vocal with my frustration. The only compensation I was told I would receive was 10% off my next order and a refund. Great. My money back and an extra $4 next time
I decide to use this service. I tried to explain that the compensation was very lackluster and I was unhappy with my situation, and the this app person told me I should try ordering something else At 1:30am? Even after explaining how unrealistic this compromise was, I was told for the fifth time of the night that they were “sorry for my inconvenience” and asked what else they could do for me. Extremely unsympathetic and I will never use this app again. You better hope you’re in a highly populated area. The order is confirmed no matter if there are any drivers in the area. If not, just be ready to accept an apology for an inconvenience.
And as a side note. I would have driven to pick up my order if I was told it wasn’t coming. I know I’m paying at least a 20% mark up for the delivery. I’m tipping after that too. The point was I was told in multiple occasion it was coming, just a terrible delay. Ridiculous.

I have used this company 4 times in the past two months and twice had major issues including this time where my delivery was supposed to be here between 815 and 835, at 845 I got a message from Yelp asking my to review the order but it had never arrived! I called the support number and she indicated the food was ready but the driver wasn't there to pick it up and it would be at least 930 am at the earliest before my order arrived. Unbelievable, I canceled my order because of course no body wants to eat cold food that has been sitting at least 2 hours. The other issue also involved a late delivery of over 1.5 hours the driver called and left me messages telling me they were on their way but it was over 45 minutes after the second call that they finally showed up with my cold food. I called and complained to grub hub and even offered to send them the voicemail and asked for a refund and they refused they said they could send a 10% off coupon I said don't bother I won't be using your service again. It's one thing of someone is late once in awhile but when it's good and 50% of the time and the management does nothing about it then that is unacceptable.
I will not order from any company that uses only grub hub or they will never improve. I will only go straight to another ap or straight to the restaurant and ask if they use grub hub and tell them of any complaints using them.

Today was my second horrible experience. Driver parks in a parking lot around the corner for 20 minutes, then marks my food delivered. I texted the fake phone number they get 4 times and called it about 5 or 6 with no response. Call customer service, at first they tell me I don’t exist in their system using the phone number I was calling from, after telling me the wrong number 3 times. Once the guy miraculously finds my account he says it was delivered. I tell him it wasn’t and explain that the driver literally sat in an empty parking lot and he offers me $5 dollars for a $9 meal. I told him no thanks and I hung up. I called back to get another person. They call the driver after managing to find my account instantly and the guy said he was calling a number (mine but all out of order) and that he delivered it on my houses doorstep... I was ordering from the bowling alley I work at... After saying I can send proof the driver basically stole my food and refused to contact me, the offer changed to $25 dollars. I’m giving one more order to use it and then I probably won’t use the service again. Foch from Portland, ME, I hope you enjoyed my Applebee’s and that tip you didn’t deserve. Tip for this app, add a rating system for drivers, I have a ton of friends who have all had a similar experience. If I could report a driver and rate him this review wouldn’t be written, just a bad one for him.

The quality of this app must depend on the area because we have NEVER had a smooth delivery with them, yet we’ve never had any issues with UberEats or DoorDash. this app is HORRIBLE. Food arrives super late if it ever arrives at all! One driver apologized profusely stating that her COMPANY credit card had been denied upon paying for our food at the restaurant so she had to wait 45 minutes for customer service to assist her. Thankfully, she insisted that the restaurant remake our food so it would be warm for us. We’ve waited & waited for several orders & called customer service to find out what the hold up is, only to have our orders CANCELED in which “no further information as to why, can be given at this time, but we apologize for the inconvenience.” Seriously?! I’m pregnant, I have a 2 year old & when I order food for delivery, it’s not because I’m lazy, it’s because I’m having a moment of desperation & a NO SHOW order is NOT cool. Some of our favorite restaurants have switched to this app & I’ve told them all of our horror stories & they’re seriously thinking about going back to UberEats or DoorDash. If you’re not able to be consistent in certain areas this app, you’ll only damage your rep & lose clients. If you’re not ready &/or equipped to deliver in our area, pull yourselves until you are!

First off their GPS can never find my home. Every time the food comes late and cold/soggy.

Second I bought $35 worth of food that was never delivered to my door even though they app said it was delivered. I went through their help service and the person told me since it says delivered they cannot refund the money to me but they could offer me a coupon for 10% off my next purchase. I said that I would either like my money back or the food that I ordered. Again they refused. Then I said I want to become a this app driver, just check that the food was delivered, and eat for free all day. After some time the person agreed to give the full refund “as a courtesy”. When I asked why that is a courtesy and not a standard the person said they gave me the full refund and will not get the 10% off coupon that I never wanted. That person’s before I could answer said I was taking to long and hung up. The next person then said that the food was set for pick up not delivery. Once I told them in had proof otherwise they said it was my fault for not going out to the delivery person’s car to get the food. I did not order to walk out to some random person’s car I bought it to be delivered to the door. After realizing the person was just trying to give me the run around I ended the chat.

On top of it all when I looked at the receipt this app charged the restaurant for the refund even though it was their this app driver that failed to do their job.

So today I ordered Taco Bell through Grub Hub (obviously). It was like my fourth or fifth time doing so, all of the other times were all good. But today I ordered it at 1:02pm and it usually takes less than 30 minutes for them to be at my house with my food. I noticed the time for my ETA was getting later and later, so I call and tell them what’s going on. I was super nice because accidents happen and I’m an understanding person. They tracked the driver and said I should get a call from them in the next ten minutes. Ok. I get text ten minutes later saying my food should be there around 2:17pm. Ok great. 2:30pm...still not here. I got annoyed and called again to cancel my order. All was fine, she didn’t seem very sorry but whatever. I’m probably not going to order again, just because getting my food isn’t guaranteed. The only bad part about all of this, is that I had a hungry two year old waiting for his food that never came. Of course I gave him snacks to keep him happy until his actual food came, but he needed a real meal. I couldn’t drive anywhere to get food because my baby was sleeping. Also I’m breastfeeding, so when you don’t eat for a while it messes with your milk supply. Once my baby woke up we went to DQ. Because we had a late lunch, that meant no nap, and because no nap, I couldn’t get my shower for today. So thank you grub hub for making me hungry and stinky. That is all. (I never write reviews, I honestly just want to know how this even happened.)

Ordered my food on a Sunday morning at 8:00am. Estimated delivery time was 40-50 minutes. It came upon 50 minutes and the tracker still showed that the food was being prepared, along with adjusting the estimated delivery time to 10:00am. I called the restaurant and they told me the food had been ready for 20 minutes but nobody had showed up to pick up the food. Grubhub , at least at this point, doesn’t say who the delivery driver is or allow you to contact the driver, if there even was one assigned yet. I called grub hub (very pleased they have customer service on a Sunday morning) and the first option they gave me was to wait for the food and if there was anything wrong with the food to call them back again and say there was something wrong with it (it was pancakes and eggs, chances are after them being ready for over an hour they would not be how anyone would want them to be). The second option was to just cancel the order and receive my money back in 3-5 business days (4-6 days with it being a Sunday). So then at this point, of course, I need to go find a different means of breakfast. While breakfast is not the biggest deal, this is not a pleasant way to start a Sunday, nor to have your one and only experience with this app to tell your friends about. There are many good reviews out there about this app, I just wish I had the same experience as the others.

So I preferred from this app last night because I was exhausted from working all day and when my driver got to the restaurant he started texting me which I’ve shown this app to ask the restaurant to speed up my order and they were busy at the time. So fast forward a few minutes I get a call from the restaurant saying the driver had an additude with them and left without my food and the manager offered to drive it to me. I was so grateful that he offered but I went to pick it up seeing as it wasn’t the restaurants fault it was the grub hub drivers fault. So I went to pickup my cold food and called an emailed this app about the driver and all the did was give me 10 percent off my order. And said I was reimbursed for the order that never got picked up. Well I paid for the cold food at the restaurant because again it wasn’t there fault all this happened i feel I should atleast get a free meal or that meal should have been paid for by this app seeing as it was there fault. I’ve worked in the food industry in the past and understand how hard it is on them so it also really bother me knowing that a driver they employe gave these young girls working at the restaurant an additude. I will no longer order from this app so there 10% is pointless seeing as I can’t trust to get my food with them. Please be cautious about using them since they think it’s ok to employee people like this.

I ordered food from Grubhub/service and noticed first that they charge an additional fee they don’t mention, which should’ve been my first red flag. But with a coupon on your first order, fine. It was $10 off, and yet I still paid a several dollars over my order subtotal(basically the tip). So it literally just covered the fees, which I was choosing a very close restaurant so it was the smallest delivery fee they charge. My order arrived nearly 20 minutes late and was missing THREE items. There’s not way to log a quick problem with your order like with other similar services so I had to contact their support. Who took at least 5 minutes to just “look up my order details” before even asking what I was missing. When I tell them my missing items they just say, “you’re all set! You’ll get an email for your refund. Is there anything else I can assist with?” Without telling me what the refund is or anything. The email comes and I see they only refunded me part of what was missing, for the the third item. When I asked they said it was “a free part of the order”. It wasn’t. It was part of my combo. They start to list off the prices of my combo items individually and this happened to be the “free” item in it, which is so ridiculous. It was food that was supposed to come as part of my meal, so I should’ve had something come off of the price of the combo. Needless to say, I will never use Grubhub/service again.

The interface of Grubhub is so painstakingly dumb. First of all, I live in a decent sized town, it’s not a major city but there’s a ton of restaurant options. With this this app app, those restaurants don’t even pop up when you search by category- you have to type in the restaurant name to get it to come up. I wonder if that’s some kind of under-the-table promotional idea this app has with some restaurants. It’s moronic. This brings me to my next point of restaurants not showing up when they’re not open. I could care less if a restaurant was open to browse the menu!! For me, Grubhub is rendered useless before 8AM, I cant do anything but look at the places I’ve ordered from in the past. The main screen literally just tells you to come back later. If Grubhub is designed to help restaurants gain business and to link customers to places they may have never known existed, this app is doing a pretty pisspoor job. I mean, at least have a live tracking option. On numerous occasions, drivers have had difficulty finding my place of work. Provide a better GPS interface and hirer smarter drivers who actually read the delivery instructions.

Sidenote; even the fact that their ‘Leave Feedback’ option doesn’t bring you to Grubhub store but asks you a survey-like question in which you have to choose from 3 options, goes to show how archaic their customer service is.

I don’t know how this gets such a high rating with all the negative reviews I see...
Ordered for the very first time tonight at 4:45pm. They originally claimed a 40-50 min. delivery window. It just kept getting pushed back and back and back. I tried to contact this app to see what on earth was going on over an hour later, but it just kept bouncing me back to the Order review page. I finally called the restaurant at 6:45 to see if my order had even been picked up yet, and they told me that a driver had JUST walked in. The food had been sitting there, getting cold, for well over an hour!! So then it was another 45 minutes after THAT before the driver pulled in my driveway...I was tracking his route and I have no idea why he went the way he went. He went MILES out of his way!! I don’t even know how he GOT to the area he was in!! So what should’ve been about a 15-20 min drive, took almost an hour!! I had preheated my oven because I just knew the food would be cold by the time we got it. And of course, it was.
I’m an avid doordasher, and I have NEVER had even close to the delays or problems I had with this one first order of mine!! I’m sorry this app....you guys take WAY too long with everything!!! Never again, unless I’m cool with waiting HOURS for food!! P.S. this was an over $65 order...at that rate I could’ve driven there myself in shorter time, or dragged my whole family out and we could’ve been in and out in shorter time!!

Really disappointed with the service I got today. I ordered food and received an update that it was delivered but I never received a phone call from the driver . I attempted to call the driver with the number Grubhub provided but I would only get a me voice message to try calling the diner again (which had a different number so I thought that was weird). After multiple times I tried calling the place I order from in which they said they could not help me get in contact with the driver and that I would have to call this app. While switching between apps I happened to open my email and saw an email saying the the driver attempted to call me (using an old number that was not set as my default on my account) and to call the number provided in the email to “avoid further delays from my food” . So I called and was told that the driver called, could not deliver so drove away and that I needed to update my account even though it was updated and my correct number was set as the default . They said they could not refund me and only offer my 50% off my next purchase which means nothing to me because at the end of night I ended up without my food and no solution offer to try to deliver it again and paying for something I did not received with no explanation on why my default number was not use to call me when it was never an issue in the past. Highly dissatisfied and deleting app.

Worst customer service ever. The delivery ETA for my order kept changing every time I refreshed the page. When it got to an ETA of 45 min after the original ETA I called to find out what was going on. Customer service tried pinning it on the restaurant so I sat on hold while the rep called the restaurant. 14 min later she finally admitted that my food was in fact ready but they didn't have any drivers to pickup my food and had no idea how long it would be until they found someone. She told me I could cancel my order or wait. I asked if I could go pick it up myself and be refunded for the delivery charge and tip that I paid. She said she was taking care of that while we were on the phone and confirmed it was done before I hung up. I drove to the restaurant to pickup my food and as I am pulling in the parking lot, I get a text that my food had been picked up and was on its way to me. Called customer service back to confirm and told him about my previous conversation and he blamed it on a bunch of new employees. He offered me a discount on my next order and I told him to apply the discount to this order bc I won't be using them again. And asked again that they remove the delivery charge and tip bc the previous person failed to do so. Received an email receipt and was still charged the $9 tip despite me driving to pickup my own food and have it already be picked up. Finally after my 3rd attempt the charges were removed.

I use Grubhub maybe a couple times a month at most when I don’t feel like cooking. Grubhub itself is easy to use but the fulfillment of orders leaves much to be desired. Most of the time it takes much longer than is advertised (e.g. delivery time 45-55min has sometimes taken 90min), food has arrived barely warm despite coming from a few blocks away, drivers don’t know how to read maps (our condo complex is a little confusing but there are maps & they don’t bother looking - I’ve been called & expected to walk out to the front of my complex which I cannot do because I have a small toddler & probably ordered food vector was inconvenient to go out in the first place, & several drivers were rude or unprofessional. That being said, there have been a couple great driver & they have comped delivery fees or given ‘free next delivery’ codes when I’ve contacted the company but I don’t appreciate having to contact them with issues the majority of the times I’ve used the service. Hopefully hey can get it together & maybe take tips from Uber eats to have ratings for drivers separate from just rating the food. I still come back because of the restaurant selection in my area but always keep my fingers crossed that it will arrive in a reasonable time frame & be relatively hot still 😑

Idk how Grubhub is rated so high they must of paid someone to get app over 4 stars because EVERY time I’ve tried to use grub hub it takes atleast 2 hours to get the food. Not to mention they mess up the order almost every time. First time I ordered a simple pepperoni pizza. When I got the pizza it arrived an hour and 15 minutes past the expected time and the pizza was missing cheese. We called grub hub to let them know they said the wouldn’t refund the money because it was the restaurants fault. So called the restaurant and they told us it’s how the pizza was ordered thru grub hub. In the end I never got even a sorry nor a refund. About a year passes by and I decide to put some trust in grub hub and go for round two. And Again my cheesesteak I ordered came an hour and 15 min later the the expected hour wait. ( 2 hours and 15 min to get my food from a restaurant that’s 10 min away from my house) called and they told me sorry but some one had to physically go to the restaurant order the food, wait for it to be made then driver it. I called the restaurant and they said the didn’t even do business with grub hub any more because they made so many mistakes. WHY would grub hub still offer there food still. And if you do atleast give an accurate time table for delivery. WILL NEVER USE AGAIN
Suggest you do the same!
- Overpriced delivery/service fees
- Horrible customer service
- Extremely long delivery Times

I’ve used Grubhub several time and the delivery of the food was on time majority of the times I’ve ordered but my experience today was awful. I ordered my food at 12:00, with the delivery ETA of 12:45. I checked the status on my app and it said my food was delivered at 12:24. I spoke with customer service via chat and they stated they spoke with the delivery driver and he was three minutes away and my food would be delivered shortly. Another 30 mins went by no food. I called the restaurant this time and they stated my food was ready and had been siting there for 45 mins. I called this app customer service to see what was going on, the customer service guy apologized offered me $10 off my next order and said he would call the driver. He got back on the phone and said he attempted to call the driver multiple times but the driver turned off his phone. I was outraged, the customer seemed rep gave me two options, cancel order for a full refund or have them deliver my order that has been sitting there for an hour at this point. GruHub offered new real solutions and it was almost 2:00 by this time and I was starving!!! I deleted Grubhub , and never downloading again!!! I’ll stick to Eat24, at least on their app, I can call the driver directly and if something like this happens they still deliver the food and provide a full refund, now that’s true customer service. I guess I’ll go make lunch now.

I place an order and get an estimated delivery time of 30-40 minutes later. It says the restaurant is preparing my food. Well 30 minutes passes and it still says that they are preparing it but now I have a delay and it’s gonna be another 20-30 minute wait. 20 minutes later I get another delay for 20-30 minutes but it still says the restaurant is preparing my food. I call the restaurant to find out why the hold up is and they tell me that my name and order has not even arrived in their system for them to prepare. I call this app customer service and you tell me that the order has been confirmed by a driver but apparently that is a lie because the restaurant does not even have it! You can’t contact the driver so you just tell me you’ll have them contact me. I don’t want to talk to the driver. I want you to put my order in the system and the restaurant make my food and it get delivered to me without an hours worth of delays because your driver is sitting around doing nothing. And then on top of that my order gets messed up because your driver can’t seem to actually read the order correctly. I quit using your services for 5 months because of these constant problems. Now I use it again and clearly you have not fixed a single thing!! Fix your broken system and then maybe you will be worth a 3 star review but I highly doubt you’ll be worth a 5 star review!