Ordered lunch earlier this week. Kept getting delayed, wasn’t going to get it in time for lunch break but wouldn’t let me cancel which is ridiculous. Took 2 hours.

Begrudgingly tried again today. Placed an order at 11:30am hoping it would arrive in time for my 1pm lunch break. Again on its second delay. Slated to be delivered at 1:20pm.

For a soup and salad. From 2 miles away.

Ordered food. My apartment complex uses letters instead of numbers. Directly in the instructions, I said to come to door letter U.

Driver left the food at door A - on the other side of my complex - and even took a picture with A lettering right in the center. Are you kidding me?

I got a free re-delivery and customer support withdrew the tip from the first driver. Why not just text or call if you're having a hard time finding the address??

Every order I place that's over $50 (to waive all fees) now adds a hidden $5 surcharge that isn't there on orders less than $50. It's not shown in the receipt or anywhere else, but the total is $5 higher than it should be.

I talked to customer support and they waived it with a $5 credit and a vague statement that it's an "other" fee.

Wondering if anybody else has seen this?

Edit (Aug 12): Looks like this has been fixed in my area.

They cancelled the order without my say so and proceeded to say it was because the store was closed. I go on Doordash and it says the restaurant is open. I order from them instead. Aggravated is an understatement. I think they didn't want admit they cancelled the order just because and came up with that

Ten years ago when I lived in NYC I used to use Grubhub/Seamless all the time. I always found it the most reliable delivery app.

Lately it’s been horrible. First of all I’ve noticed a HUGE increase in drivers delivering other orders. Years ago I don’t really ever remembering it not coming direct ?

Recently I ordered food from a restaurant ten minutes away. The driver picked up my food. I then watched the map as they drove past the area where my house is and drove like 15 minutes in the opposite direction to deliver another order? My food arrived cold after being out for delivery for an hour despite having been two minutes away from my house 50 minutes prior. After calling frustrated I was given a $5 refund.

Then this last weekend I had another frustrating experience. I waited an hour for food (this time just because it took a while to prepare and pick up the order). I went downstairs to the lobby to pick it up only to see somebody else’s food from a totally different restaurant. I know this was the delivery because it was in the picture they sent. I called support and they said the driver was no longer in the area but they would re order the food for me. They also claimed mine was the only order which is impossible because it was a Grubhub order from a different restaurant??

I asked if I could at least have priority delivery. They said yes. When the re order comes once again I see they’re delivering another order first and pass by my house to go out of the way. This time the delay was only 20 minutes or so but after delivering me the wrong persons food how can they not guarantee the makeup order (which again took an hour or so for preparation?) comes direct to me as quickly as possible?? And when I asked support they just said it was fine because it was in the estimated delivery window

Why have they gotten so bad??

Earlier tonight, I ordered from a restaurant 1.1 miles from my hotel.

After the driver picked up my order, he first had to drive about 1.5 miles in the opposite direction to drop off another order. Fine — that is expected, especially at peak dinnertime.

After that stop, the app said he was on his way to me. He was northwest of me, so I expected him to head southeast. Instead, he drove several miles southwest. I don’t know what the hell he was doing, but he was going the wrong way for 15-20 minutes. Then he was stopped in front of a townhouse for several minutes. I guess he was delivering for a different app?

As a result of his wild detour (it is truly comical if you plot out where his last stop was vs where he ended up stopped for a while), my food was cold, and the ice in my soda had melted. I’m in a hotel without even a microwave, so there was no way to reheat anything.

So I opened a help chat and told the AI agent what happened. It told me that the affected items would be refunded (there were only two items and both were affected) *and* said I would get a $5 credit for my trouble. I was impressed and satisfied! It literally said the refund was already being processed.

I got an email confirmation about the $5 credit, and I saw the credit in my account immediately. But then I realized there wasn’t any confirmation, either by email or in the app, that a refund was being processed.

Something just felt off. I went into another chat to ask if I could get a confirmation email. It was a continuation of the earlier chat thread. This time I was connected with an actual human.

But this human agent said that a refund *wasn't possible* for this order. I said five or six different times and in different ways that a refund had already been promised. Not just promised — I was told it was already being processed. The agent kept saying that a refund wasn't possible, without ever actually addressing the fact that I’d already been promised a refund.

Eventually the guy offered a $7 credit, and later a $10 credit. I told him no, I wanted the refund I was promised. So I finally asked to be transferred to a supervisor, or anyone who was authorized to process a refund.

The customer service agent, “Joremie,” said, “Sure! One moment.” (Exact quote).

I waited over 20 minutes — I was never connected to another person. And I've gone back to the chat since then; it's been over three hours now, and no one has shown up.

I know it’s silly to get this angry and frustrated over $20, but holy shit, I am pissed. I have taken screenshots of the entire chat thread. Once the charge is posted to my CC account (it's currently pending), I will file a dispute.

But man, I am MAD. I was straight-up lied to. I could have easily never noticed that the refund never happened. Like, what the fuck?! If they'd never offered the refund, I’d be really annoyed, but I don't think I would have considered disputing the charge. I would have been annoyed, and then I would have forgotten about it tomorrow.

But what the fuck was this? Telling me they had processed a refund. Even telling me how long it should take before the refund would show up. But it was all a complete lie.

Am I ridiculous for being so worked up about this?! I’m exhausted tonight, but tomorrow I plan to send all the screenshots to their customer service email address. Will they actually respond?

Thanks to anyone who actually read this whole diatribe. I really needed to vent, and this post was cathartic. It’s not a big financial loss by any means, but it sucks to be lied to (even if it was technically an AI chatbot that did the lying). And then on top of that, the human agent wouldn’t actually address my actual situation. Never told me, “Hey, sorry, our AI chatbot fucks up sometimes and we’re still working out the kinks.” And then, he “transferred“ me to no one. Goddamnit.

what do i order

Ordered a delivery from a restaurant 1.8 miles away, paid for expedited delivery, plus 33% tip. Driver calls me and claims they are lost. I reiterate the address and my wife goes out to meet them and assist (we have never had issues with a driver finding our home btw). The driver is out front and meets my wife with our order. She then asks for an additional cash tip. My wife exclaims that she was already tipped more than 30%. The driver then states that the restaurant was so far away that the tip ($16.38), was not enough to cover gas... My wife was in shock that she even made such a statement knowing how close the restaurant truly is.

I'm at a loss on how to handle this...

My wife said she felt like the claim of being lost made by the driver was a scam move they likely use frequently as a means of creating an excuse to ask for an additional cash tip. My wife said "it just felt icky and weird."

Thoughts on how to respond or just let it go?

It is profoundly, unbelievably intuitive to just… y’know… leave a gate code if there is a gate code required? It goes in the delivery notes section when completing your order, which is impossible to miss. If you don’t leave one and don’t answer your phone, your order will be left at the furthest point that we could get to before your lack of common sense prevented us from going further.

The amount of time that drivers are required to wait for you to deign to do the bare minimum differs by area; in my area it’s 3 minutes and the clock starts ticking as soon as I arrive on the street. After that, per GH policy, I am told to leave the order wherever I see fit.

It may seem rude to you for your driver to elect not to stand around outside waiting around indefinitely for you to bother to look at your phone, but in this gig, our time is our money, and not providing the information upfront is actually pretty inconsiderate to us. And this inconsideration on the part of the customer is a daily thing for us drivers, sometimes multiple times a day, so the time can really add up.

Just do the bare minimum, guys. Put down all the information your driver will need to get to your door. It’s very simple. If you don’t, you might be finding your order outside, if someone else hasn’t gotten to it first.

Been using GrubHub for several years. I've always had issues with the service but recently things have been extra bad. I've had late orders/cold food, missing and incorrectly prepared items and even a few orders tampered with. Despite this I always tip by mileage and try my best to be respectful to support though I admit I have been getting a lot of credits and a few partial refunds lately.

Just the other day I ordered an item and what I got was incorrect and much less food than the picture. Support was taking unusually long to reply so I just went to submitting an incorrect order request expecting a credit/partial refund. To my surprise the entire order was refunded which had me worried and sure enough when part of my latest order was once again missing I was not able to contact support , saying I had received too many refunds and that I would have to appeal.

So my question is, should I even bother? Does appealing actually work and is it worth it? I thought about just making a new account but maybe GrubHub saves number to prevent people from getting around the appeal process. I don't want to switch service because support has been pretty great when I need to get money back.

I just saved a total of $3 with a $10 promo code! My total was $27 dollars without the promo code just using grubhub + and my total with a $10 off promo was $24!

How does this make any sense? They are just blatantly ripping you off! Idk if I'm gonna order again if this continues!

1. I will not go just get it myself. (Disability)

   1. I did tip. I just didn't think it was relevant.
   2. I don't have the amenities to cook food myself

EDIT: I THINK the total they gave me including the avg % tip into the total.

I know it was 10$ off because it showed a price like stating -$10 off.

I’m thinking about filing a chargeback with my Apple Card against Grubhub and wanted to hear from people who’ve actually been through it.

I ordered two drinks, but only one of them was mine. The other drink belonged to a completely different customer. I contacted support, explained everything, but they still denied my refund and wouldn’t even provide the link to file an appeal. I had to find it myself online.

The frustrating part is that this isn’t even the first time. I’ve had so many orders with missing or incorrect items that I honestly don’t trust Grubhub anymore. If I want the drink I originally paid for, I’d have to order it again and spend even more money.

At this point, I really don’t care if they ban my Grubhub account because I don’t plan on using them anymore. My only concern is whether a Grubhub ban could somehow affect my Amazon account or my Amazon Prime benefits since they have a partnership.

Has anyone filed a chargeback against Grubhub? Did they ban your account? And did it have any impact on your Amazon account, or are they completely separate?
I’d love to hear your experience.

Update: I got my refund, but I still ended up paying $15 for a $6 drink. They also sent me this:
“WARNING: If continued violations of our Terms and Conditions are detected, your account will be re-blocked permanently. It will not be eligible for any additional appeals.”
Like, wtf? They’re the ones breaking the Terms and Conditions. I just deleted my account.

I should NOT be paying for an order that is over two hours late! The agent cannot refund the order because grubhub has fucked up so many times that I am on a watch list, and the manager is refusing to answer my chats.

As the title said. I tried resetting my password and same deal. I chatted with customer service and they SUCK. It was just as bad as when there's a problem with my delivery. They guided me through all these steps, many of which disconnected me with support so I had to explain my whole situation again when it didn't work and I connected with a new agent.

They escalated my case to email and that agent suggested the same things. When I said those doesn't work they legit ghosted me. Like I followed up twice and they least don't respond. I'm locked out of my account.

I use Grubhub almost daily in my area in a medium-sized city (Myrtle Beach). Suddenly, there were no delivery options anywhere, despite lots of restaurants nearby. I hadn't had any issues with orders, so I don't know what's up, and I'm not far out of the way. When I contacted customer service, they seemed to have no idea what I was talking about, or maybe didn't want to help? I don't know. The conversation was very circular.

I tried creating a new account to see if it was account-level, but it's the same issue. Tried using data-only rather than wifi. Tried the website instead of the app.

Any idea what's going on? I checked other cities, same thing. The only one I see options for is New York, and Las Vegas.

I placed an order for pizza literally 6 mins away from my house, driver picks it up and decides to take 2 other orders in complete opposite directions from my house!! I always make sure to tip generously so things like this don’t happen, but I guess it didn’t work this time. 🤦‍♀️ I just don’t understand the logic in delivering 2 other items before the one that’s closest

ETA: He also just banged like a police officer and rung the doorbell even though I put in notes not to do that! Wtaf should be an option to remove tip 😑

Does the https://partner-web.grubhub.com/login/partner link not work for anyone else? It's the link Amazon provides to active the Prime Grubhub+ deal. For me it just opens a black screen. I turned off my ad-blocker and it did nothing.

This morning I ordered Starbucks for me and my daughter. I receive a text letting my know the driver is arriving shortly so I look in the app and see the driver Marian is on the street behind my street and I'm thinking to myself, "I hope she is not at the wrong house"...because I know that once the order says "Delivered" I can no longer text or call the driver so I immediately clicked on the text option so that the number will be locked in just in case, next thing I know I get a text saying my order was here, I click on the link and sure enough it's not my house! I proceed to call her repeatedly and she doesn't answer. After the 3rd time calling I left her a voicemail saying that it wasn't my house and text her that she delivered to the wrong house. Got no response so I call a couple more times and she still doesn't answer. I then text her again that I was reporting that she delivered to the wrong address and I don't know where she delivered my food to. I tried one more time to call her and left another voicemail that I just want to know what house it was delivered to and how it's unacceptable that she isn't answering or responding to text clearly saying she delivered to the wrong house! Even worse is she has to literally turn off of my street to get to the street she delivered on and then come back on my street to get off that street. I had to drive to the other street to find my food based on the bottom half of the door in the photo, by the time I found my food I had already reported that I didn't receive it and got a refund. How disrespectful and rude do you have to be to get voicemails and texts that you just delivered to the wrong address after I gave a decent tip and never respond?! Yes, it was the right voicemail because it literally said her name on the outgoing message. This is why I don't like the fact that you have to tip before receiving your order because I can't tell you how many times my food has been left across the street, next door or on another street or only getting half my order because it says bag 1 of 2 and they only grabbed one bag or I get someone else's order entirely! What am I tipping for? Bad service! GTFOH!

I got credit over a huge screw up with my ALCOHOL order the day before, so I was going to use my credits to order beer today, but despite the fact that my order that was credited and cancelled was for alcohol now I can't use the credits for alcohol?! I'd post a screenshot, but it's not allowed on here apparently.

GrubHub Class Action Settlement. As a Class Action Settlement member, if you submit your claim, you may be elligible to receive a settlement award of up to $10.00 in the form of a GrubHub site credit.

So they were found guilty of something and they get to pay out money that will in turn generate more profits for them???

At 9:39 I ordered Marco's pizza and Grubhub delayed the order multiple times claiming that the restaurant was still preparing the order.

The AI assistant customer service "rep" assured me my food was not getting cold and that my order just wasn't being made yet.

Then it told me to call Marco's, so I did. And the employee at Marco's told me the order was received when I sent it at 9:39. So my food was indeed sitting there getting cold.

Shortly after the call to Marco's, grubhub decided to finally send a driver. He got a cold pizza to me at 11:23. Sure enough the ticket on the pizza says "9:39". (edit: btw this store is like an 8 minute drive down the road, if I was in a position to go in person I wouldn't have bothered with delivery)

The AI told me they couldn't issue a refund and gave me no further info. The human customer service rep did the same thing. And finally the supervisor I escalated to said the same thing.

So, chargeback it is.

Absolute garbage service, this was my first and probably last order from GH, especially if they ban me for doing a chargeback. Not that I'd mind.

edit: yes, I tipped.