GrubHub is one of the most popular food ordering and delivery services in the US. It has a large selection of restaurants that customers can choose from to have food delivered to their doorstep. The online takeout app offers customers exclusive deals and rewards to enable them to get their favorite food conveniently and affordably.

GrubHub Overview

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

GrubHub Q&A

GrubHub Rating*

1.5⭐⭐

Number of GrubHub Reviews

2.2k

GrubHub Successful Calls

31%/2.3k

GrubHub Resolved Issues

15

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.

Top 5 GrubHub FAQs

  1. How to contact GrubHub customer service?
  2. How to cancel a GrubHub order?
  3. How does it work?
  4. How to get a refund?
  5. How to complain about GrubHub.com?

1. How Do I Contact GrubHub Customer Service?

GrubHub.com has various elaborate FAQ sections that serve as the first line of support. 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.

GrubHub Help

The customer support and driver support portals do not provide the GrubHub phone number that you can call directly to talk to a customer service representative. However, recent GrubHub Tweets mention a driver care team number and a different customer care number as follows:

GrubHub Care Contacts on Tweeter

GrubHub phone numbers

  • Driver care number: 866-834-3963
  • Customer care number: 877 -585-1085

GrubHub Care phone number for drivers

The restaurants' portal provides a GrubHub phone number (877-805-5081) that restaurant owners can call to enroll their business in the food delivery platform. Also, the corporate "Contact Us" page provides an account and order queries phone number: 844 478 2249. An additional GrubHub customer service number is provided on their Facebook page: 877- 585 -7878.

GrubHub has various social media pages that you can reach out through, including Facebook, Twitter, and Instagram. Their representatives are highly engaged on the dedicated GrubHub customer support Twitter page. Here, you can either bring up your issue publicly by tweeting @Grubhub_Care or privately by sending a direct message.

According to the GrubHub reviews on PissedConsumer.com, one of the most common reasons customers reach out to the customer support team is if something is wrong with their order. In such a case, you would need to call the GrubHub phone number or initiate an online chat on the help page.

The GrubHub address is:

GrubHub Holdings Inc.
111 West Washington Street, Suite 2100
Chicago, Illinois 60602
United States

2. 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.

Some reviews indicate that customers were notified of there being no drivers to deliver hence the order cancellation. Still, in other instances, there was no explanation for the order cancellation. For instance, in the GrubHub review (#2490124):

You take my money charge my account then you do not deliver my food, you have the delivery guy cancel my order… you want me to give you more of my money to reorder but you did not deliver the first time…

GrubHub review about cancelled order

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.

how to cancel Grubhub orders

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.

GrubHub for Drivers if an order is cancelled

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.

GrubHub Help restaurants opt out

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

GrubHub drivers account reactivation

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.

4. How Do I Get a Refund from GrubHub.com?

There are several GrubHub complaints regarding refunds on Pissed Consumer. 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 (#2467707), the customer complained that their order was canceled and the company notified them that they could be refunded within 3-5 business days. However, the 5 days have already passed and they couldn't get through to the GrubHub customer support to follow up on the overdue refund.

GrubHub review about refund

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.

GrubHub refund policy

5. 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.
  • Leave a review, and perhaps someone will have a solution.
  • Contact the GrubHub customer service using the contact info provided above.

Freelance Writer

By Winnie
Health and Beauty Expert

Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.

*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.

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