Top Grubhub Questions Answered: How Do I Contact Grubhub Customer Service?

Grubhub is one of the go-to food delivery services in the USA. With an extensive network of restaurants and drivers, customers enjoy a large selection of their favorite foods delivered conveniently and affordably to their doorstep.

However, PissedConsumer reviews indicate that customers, drivers, and restaurants have some complaints regarding customer service, cancellations, and refunds, among others.

This article answers top Grubhub questions to enhance your consumer experience.

Key Insights

• Grubhub has an 8% market share of the food delivery industry in the United States.
• In a comparison article ranking various food delivery services, Grubhub is ranked second best after Instacart.
• However, there are numerous Grubhub complaints regarding poor customer service among other consumer issues.

Grubhub Overview

Below is an overview of the company according to its ratings and reviews on PissedConsumer.com.

GrubHub Rating*	1.7⭐⭐
Number of GrubHub Reviews	4.4k
GrubHub Successful Calls	81%/27.5k
GrubHub Resolved Issues	47
GrubHub Pros	·         Over 300,000 restaurants to choose from ·         Easy to use app and website ·         Convenience
GrubHub Cons	·         Poor customer service ·         Delivery delays ·         Difficulty getting refunds

According to data compiled on PissedConsumer, most complaints left by consumers are in regard to GrubHub customer service, unexpected cancellation of orders, difficulty with refunds, delivery issues, including no delivery at all. We have compiled and answered the top GrubHub FAQ to help you clarify some issues with this company.

How Do I Contact GrubHub Customer Service?

The first line of Grubhub customer support is the help center. There are separate portals for customers, restaurants, and drivers. Each help section answers the most common questions, addresses issues, and provides guidelines for procedures pertaining to the particular group.

Generally, the Grubhub FAQs are quite helpful. However, they may not address your particular concern. If you need further assistance, you can directly reach the Grubhub customer service representatives through phone, social media, online forms, and online chat.

The most reliable Grubhub phone number is +1 877-585-7878. Grubhub customer service rating and reviews on PissedConsumer.com indicate that 81% of customers who called this number were able to get through to a real person. 

The average hold time is relatively low – less than 1 minute – and 31% of customers who called said that they had their issues resolved.

The Grubhub Contact Us page also provides the following emails for various issues:

• Customer care: help_me@Grubhub.com 
• Community relations: communityaffairs@Grubhub.com
• Government relations: govaffairs@Grubhub.com
• Press: press@Grubhub.com

Source: grubhub.com

78% of Grubhub customers on PissedConsumer say that they were able to reach customer support through help_me@grubhub.com. An additional email address is provided on the Grubhub Facebook page: social@grubhub.com, but there is no indication whether consumers are able to get through to customer support to get their issues addressed.

Regarding social media presence, Grubhub is most active on Facebook, Instagram, and Twitter, where they post regularly. 

Source: facebook.com

Grubhub has two Twitter pages: @Grubhub where they post updates and @Grubhub_care, which is dedicated to customer support. 

Customers have different experiences with Grubhub customer support. For instance, in Grubhub review # 6014364, the customer gave the delivery app 5 stars and said:

…That was the best possible experience IMO... Overall it was actually a pleasant experience! : )…

While in Grubhub review #5921111, the customer was dissatisfied with the customer support and said:

…GrubHub has horrible customer service and even worse drivers…

The driver portal does not provide contact information. On the other hand, the restaurant portal requires restaurants to sign in to their Grubhub marketplace account to access the FAQs or contact the restaurant care team.

Notably, corporate.Grubhub.com provides the following additional contact information:

Corporate care 

• Email: corporatecare@Grubhub.com
• Phone number: (844) 478-2249

Corporate admin support

• Email: corpadminsupport@Grubhub.com
• Phone number: (844) 478-2249

Source: grubhub.com

How Can I Cancel a GrubHub Order?

Several Grubhub reviews indicate customer's dissatisfaction with the food delivery service, hence the need to cancel the order for a refund. In some instances, the customers' orders were not delivered at all. Customers also reported instances where their orders were delivered to a different address than the one provided.

In the Grubhub review #4515967, the customer complained that their delivery time was pushed out 3 times. When they reached out to the restaurant to cancel the order, they were advised to call Grubhub. The customer support offered a $5 coupon as a refund for the canceled order, which the customer was not satisfied with.

Due to all the cancellation incidences, customers are keen to find what the Grubhub cancellation policy stipulates. Unfortunately, the company does not provide clear guidelines as there is no explicit Grubhub cancellation policy provided on their website.

According to restaurants.Grubhub.com, restaurants can cancel Grubhub orders at their discretion. However, they are required to provide a detailed reason for the order cancellation. This explains the several Grubhub reviews whereby the customer gets their order canceled without any explanation.

Source: grubhub.com

This also means that you might be able to call the particular restaurant to have them cancel your GrubHub order if they have not prepared it yet. Then, contact the GrubHub customer care to confirm the cancellation and request a refund. The customer care representatives handle each GrubHub cancellation on a case-by-case basis. To determine whether you are eligible for a refund, they factor in your reason for canceling, the time when you placed the order, and your order history.

The GrubHub FAQs indicate that drivers are being paid the full amount if the order was canceled after they had already picked it up for delivery. However, if the cancellation was made before pick up, you may still be eligible to earn a portion of the money. Eligibility for payment is determined by the distance and time to the order location, how far away you were towards the restaurant by the time of order cancellation, and estimated arrival time to pick up the order by the time of the cancellation.

Source: grubhub.com

Restaurants seeking to cancel GrubHub can do so by contacting their account advisor about stopping to take orders. In the meantime, they are required to continue taking orders until the account cancellation is successful.

Source: grubhub.com

How Does GrubHub Work?

GrubHub works differently for restaurants, drivers, and customers as discussed below.

How does Grubhub work for customers?

Customers can access food delivery services by downloading the GrubHub Android or IOS app, or through Grubhub.com. You should register and set up your account. Once logged in, you will be able to browse over 300,000 restaurants through the restaurant search option to identify the specific one you want to order from.

You then confirm your order and pay for it. GrubHub.com offers various payment options including debit card, credit card, and electronic payment options such as PayPal. You could also tip the driver via the in-app payment option.

Your order is submitted to the particular restaurant for preparation, packaging, and dispatch. A driver picks it up and brings it to the address you provided when ordering. You are able to track the driver on your app to see where they are at a given time. You are also provided with the driver's contact information and you may call or message them to follow up on your order.

The GrubHub complaints from customers are in regards to delivery delays, failure to deliver, order cancellations, and refunds. Often customers can reach out to the GrubHub customer service about these issues, but some reviews indicate that in some cases the solutions offered are unhelpful.

How does Grubhub work for drivers?

GrubHub drivers have the primary responsibility of picking up orders from the restaurant and delivering them to the customer's doorstep. To become a GrubHub driver, you should apply through the company's driver's portal or the GrubHub for Drivers App. There are specific requirements that you should meet to become a GrubHub driver including:

• be 19 years and above (21 years in Las Vegas and Chicago);
• a valid driver's license;
• pass a background check;
• at least two years of driving experience since obtaining your license;
• own a motorcycle or car;
• a valid auto insurance;
• own a smartphone that is compatible with the GrubHub for Drivers App;
• have a checking account.

If you are accepted, you will be able to register and log in to the app and you can start taking orders. You will also be supplied with delivering equipment within 5-10 days after the on-boarding process. At the moment, GrubHub drivers are only allowed to choose only one delivery area at a time. You can schedule delivery blocks according to your availability.

You can withdraw the payments immediately via the Instant cash out features or opt for a direct deposit to your checking account that is usually made on Thursdays.

According to the Grubhub reviews on PissedConsumer.com, the most common complaint by drivers is having their account deactivated without any explanation. In other cases, drivers complain of being terminated wrongfully. Such was the case in Grubhub review # 6184184:

I drove for them for over seven years just to wake up one morning and found that I was terminated…

The Grubhub FAQs explain that this happens if you have not toggled available in four months.

Source: grubhub.com

To reactivate your account, you will need to fill out a reactivation form, provide the same email address you used to open the account, choose Trouble signing into the app > I am receiving an error > I want to reactivate my account. For faster reactivation, attach a scan of your most current driver's license, auto insurance, and GrubHub Driver Card.

How does Grubhub work for restaurants?

The process for becoming a GrubHub partner is quite straightforward. You should fill an application form on get.grubhub.com and provide a copy of your menu. A sales representative will get back to you. Or, you can call the GrubHub phone number provided for restaurant owners.

Once signed up, restaurants receive orders through the GrubHub app, email, fax, or point-of-sale system. The company also makes an automated phone call to your restaurant within a few minutes to ensure that you do not miss an order. GrubHub.com pays restaurants the order total less their commission to the restaurant's preferred method of payment. You can either be paid once a weak through a direct deposit or once a month via check. Also, some restaurants opt to be paid per order through the driver's card.

How Do I Get a Refund from GrubHub.com?

There are several GrubHub complaints regarding refunds on PissedConsumer. While in some cases the customer was charged more than their order and delivery cost amount, in other cases GrubHub canceled their order, therefore, they were seeking a refund.

For instance, in one Grubhub review #4543710, the customer complained that their order was canceled by the company but they did not receive a refund.

My order was cancelled because the restaurant was close, Grubhub charged my credit card but did not refunded it back to my credit card.

According to their FAQs, a GrubHub refund can show up as a separate transaction on your statement. In some cases, the initial GrubHub transaction will either disappear or adjust to incorporate the refund amount. If the refund amount has not reflected yet, contact customer service to follow up.

There is no exclusive GrubHub refund policy. On their Terms of Use page, the company states that it has the sole discretion to determine whether to issue a refund on a case by case basis.

Source: grubhub.com

How Do I Complain About GrubHub.com?

GrubHub complaints and ratings in PissedConsumer are evidence that several customers are dissatisfied with the food delivery service company.

If you have a GrubHub complaint, you could also leave a review about the company on PissedConsumer.com or other review websites. Or, you can reach out to the GrubHub customer service to raise your issue directly with them.

This article answers the most commonly asked questions about GrubHub.com regarding customer service, refund, and cancellation policy, how GrubHub works, and more. If your question has not been answered, you can:

• Ask the company via our Questions and Answers.
• Write a review, and perhaps someone will have a solution.
• Contact the GrubHub customer service using the contact info provided above.

*The company ratings on the PissedConsumer website are calculated using a mathematical algorithm that evaluates the information in the company’s profile. The algorithm parameters are: users’ rating, the number of resolved issues, the number of company responses and more. The PissedConsumer algorithm is also subject to change in the future.