Grubhub

I ordered food from a restaurant tonight and immediately realized that it defaulted to pickup. I thought it strange that a place I've had food delivered from multiple times wasn't offering delivery as an option, and I wasn't able to pick the food up, so I immediately went to cancel the order. I called the restaurant and told them not to make the food because, unlike Grubhub, I have tact. I then went into an online chat with Customer Service Rep Maria, who proceeded to tell me that I could not get the order refunded. I then had to bother the restaurant again because Maria insisted they had to issue the refund, not GH. The restaurant contacted the GH customer service and told them to refund it, all while I was on with Maria requesting that the food I was not able to get (which wasn't even being made) be refunded to me. In my job working in credit card processing, I have learned that if you charge for goods or services not rendered to the customer, you can get your right to process cards revoked by the company. Enough chargebacks with this reason, and you're done. They finally agreed to refund me, but they said it was a "one time courtesy." This is UNETHICAL and DISGUSTING business practice. If it can literally make it so you can no longer accept cards and essentially make it so you can no longer run your business because your sole way of receiving income is gone, it is not a "one time courtesy." This is absolutely unacceptable. This basically means that if I order McDonald's and on my way to get my nuggets, my car breaks down and the restaurant closes, I'm screwed, and Grubhub gets to keep my money for food I never got. Sick. Good looks, Grubhub.

It seems it's not bad enough, that it's fairly rare to have an on-time, less than ice cold meal that the driver actually delivers to your door, when ordering from Grubhub. Or that the fees have sky rocketed. Or that any time something goes wrong, Grubhub just tells you to call the restaurant. Or that no matter how egregious the blunder, the only "customer service" answer is to offer a discount on a subscription to the service that isn't working for you.

Even with all that, I sadly trusted that Grubhub could deliver an important business lunch from the restaurant to my office directly across the street (it was a rare day in the office, clients coming for meetings and no one available to pick the food up). I ordered (and paid) 24 hours in advance and received a confirmation that I'd have lunch delivered the next day at 12pm. 30 minutes before 12, I got a text saying lunch would be delivered between 12 and 12:10pm. And at 12:10pm with an office full of hungry clients, I got a text saying my order was canceled and I had been refunded. I had no choice but to leave the meetings, and walk across the street to the restaurant to find out what had happened, and candidly, beg for the food. When I got there the restaurant was slow and the manager said he had not received any order but he would be happy to make the lunches. While I waited for the restaurant to prepare the food, my phone rang. It was an employee of Grubhub saying that the restaurant wasn't taking orders, that's why my order was canceled. I told the gentleman that I was in the restaurant and that they were indeed taking orders and currently making my food, and that I was very upset. He hung up on me (in fairness to him, I may have said... after being lied to..."this is bullsh#!").

This feels more like the Russian mafia than a service I (countless times) paid a premium for. Complete lack of commitment, loyalty or honesty is something that I and hundreds of thousands of others experience daily with this terrible company.

I've finally deleted the Grubhub app after complaining to a "customer service" rep (where I declined the oh-so-tempting subscription discount). I will not go back to Grubhub. Ever. Ever... ever ever ever.

My weekend experience on 3/7/15. Oh boy oh boy. Where do I start. We ordered mango lassi & tried their chicken kabob plate thru EAT24 delivery. EAT24 had a chatroom where you can ask for an update of your order. 45minutes came by and i decided to use their chatroom. And there was a response right away asking what i needed help for. Then i replied "I need to know the update of my order". Then it said gonna check. Minutes passed and i saw the "operator" (as it says on the screen) trying to type back but never finished typing. The OP did it twice until about 16minutes later (which was already 1hr and 15minutes of waiting for my delivery) that I got a REAL response. And the response after 16mins was "Hi. I'm Alex. How can I help you?" It made me so upset after waiting that long to get an answer and all I received was the exact same question! I mean who wouldnt be upset for waiting too long, huh?! Anyways, he tried to help me for another 10mins or so and told me that he called the place & that it's gonna be ready in about 15-20mins. So, I waited. And waited. And waited. 15 mins passed and now I decided to call the HUMMUS HOUSE in Hawthorne, CA. The lady said that the driver was on its way in 15-20mins. And then again, I waited. And waited. The guy came in 22mins later which was so weird being late when in fact my house is less than a mile from them! To be exact, 0.57miles. (I didnt have a ride to pick it up at that time coz if I did, I could have saved myself from frustration and delivery fee!)

TOTAL WAITING TIME: 1hr and 37mins for an order of an entree Chicken Kabob Plate and 2 mango Lassi. HORRIBLE!

I've been a long time customer for Grubhub for a few years now and after several years today I had cancel my ENTIRE account. There was several times in the past I kept saying I was going to try alternative delivery apps but I was always bribed by their "free promotion on your next order!" every time they completely screwed something up! First of all the people they hire to deliver for Grubhub is outrageous and unprofessional. During the high Covid season I have not once seen their drivers wear a face mask when handling my food. Secondly, I usually tip AFTER the service if I'm satisfied with the delivery of the driver and on several occasions I had Grubhub drivers beg me for money at the door, So unprofessional! When I expressed this to support chat help center guess what happened? Just a free promotion code on my next order! Ridiculous. There was a week where I wasn't feeling well to cook and was ordering Grubhub back to back that week. I kid you not everyday of that week Grubhub kept canceling all my orders saying they were having "technical difficulties" and I had basically pay double to reorder my food! Lastly, today I had enough when the delivery driver literally walked away with my food! Hispanic Delivery driver Karla from the Queens NYC area was supposed to deliver my food at 2:38pm I reached out to her several times as to why she wasn't moving on the app for over 35 minutes, no response. I then contacted the support center, she finally shows up nearly a hour later at 3:22pm and marks my food as "delivered" when she did not contact me upon arrival nor did I come out to get my food. I legit watched her from my window driving off with my food she didn't step foot out the car! After today I would never use Grubhub a day in my life. There's no amount of promotion codes for this nonsense. Your best bet is Uber eats or doordash anything but this!

On June 10,2017@ 1:30pm i placed an order from the grubhub app. At 1:40pm, after being told by my man that he had placed on order already, i called Bobo's Lake Trout to find out if they started making the oder, and after being told, No, i cancelled the order with the restaurant, who was very pleasant, and then I called Grubhub. When i called grubhub around 1:50pm and told them i wanted to cancel the order and that i had spoke with the restaurant, i was placed on hold for 15min and then hung up on. I called back and gave the same speech andwas placed on hold for another 10min and when the rep returned i was told it was too late to cancel bcuz the order was on its way. I knew this was a lie bcuz i spoke to the restaurant who clearly said they werent delivering the order. The order never came and as of today, 6/13/2017, i am still fighting for my refund. Ive called my bank now and am waiting for the Grubhub Rep Star to remedy this problem. I dont recommend Grubhub. I do recommend Bobo's Lake Trout.

WORST SERVICE EVER! DONT USE IT!
WORST SERVICE EVER! Never order from here. Every time I ordered my food would be over an hour late. I have had drivers randomly just cancel and not go pick up my order. Today I preordered food and a driver appeared and than disappeared. My time was delayed twice and than no driver was appearing to get my order and I had already been waiting for an hour and a half. I chatted with grubhub and they told me my driver was on the way to my place and would arrive at 11:16. I still saw no driver and my order hadn't arrived so I messaged them again. They told me they would refund my order for the huge inconvenience and I said thank you and than they CANCELLED IT. I asked them why they would cancel my order and to te a driver to go pick it up. And the chat person told me he did it for my benefit and to just re order my food. I told him if I reordered I would have to wait another hour and to just give me my food and than he started ignoring me and wouldn't message me back. I have NEVER dealt with such a horrible experience and customer service. NEVER ORDER FROM HERE

I don't usually voice my opinion about things but they have gone too far and done nothing to help. I mean I guess I could thank them for the exercise I got from the run around they gave me. This is what I wrote to them and of course got no $#*!ing response.
Hello,
On Sept 2,2017 i placed an order through grub hub to luna grill order #*******691 totaling $25.16 on a card and was told it had been cancelled. I called the number attached to the email and was told that my order was cancelled due to the fact that the delivery driver had been in a minor car accident, so i placed another order elsewhere for more food. I was then delivered my original order from luna grill after I was told it had been cancelled. I just wanted to make sure that I was not charged the $25.16 from luna grill, because I would. Ever have places a second order for food if i had not been told my original order had been cancelled. I hope this matter gets resolved in a timely manner.
I heard nothing in return and called back after the 3-5 business days. So I waited a little longer. Anyway, finally on my 4th attempt I was told that there was nothing that they could do and to go ahead and file fraudulent charges with my bank. What the actual $#*!?! So they charged me for food I never received and then did nothing but turn a blind eye. Pinchi tontos ($#*!ing idiots) I would have never placed a second order if it wasn't for them canceling my first one. But don't let my experience ruin it for u. Just make sure u really want that food before you place an order. I will never again, I'd rather get up with the worst cold and fever and drive to get whatever I need. $#*!ing grub hub!

While GrubHub has successfully delivered orders in a timely manner, and complete in the past, sometimes it only takes one experience and interaction to completely sour The taste for using a corporation and their services.

I utilize GrubHub to order food, as I am a paraplegic staying in a hotel, undergoing treatment at a local hospital, and am unable to get out myself.

I ordered food from IHOP, and was looking forward to breakfast, a specialty coffee, and a soda, which I was saving for later.

The order arrived promptly, and the driver was kind, but the drinks were missing. I discovered this after the driver had already left. I got on the app, and after waiting about 5 minutes to be connected to an agent, explained the situation.

GrubHub told me that they would issue me a refund, for the drinks that I ordered, but I explained to them that I wanted the drinks, and not the refund, as I could not get out to pick anymore up, and just ordering the drinks alone, fell below the minimum amount required for GrubHub, and other food delivery vendors.

GrubHub also told me that it would take several days for that refund to appear in my account, and that even though the restaurant was only a half a mile away, and they had the number for the driver, they would not get the items that I ordered. Also, the time and inconvenience that I'm having to go through in order to take care of this, is not being apply to the compensation that I am receiving in the form of a refund. A refund, again, then I'm going to have to wait several days for.

While a soda and a coffee may seem like a minor issue, the way that their customer service handled the problem, or should I say did not handle the problem, lends me to believe that had the issue been an even bigger one, that I would not want to have to deal with GrubHub in this regards. I am frustrated, and feel like the compensation was inadequate, and their inability to reach out to their driver and actually get the products that I ordered, shows that their system is not set up to handle items that have not been delivered properly.

I am writing them to stars because of this issue, the way they handled it, and the fact that people want what they ordered, not a refund. If they cannot reach out to their drivers, and get the food and items that you ordered, then they are not a service. A company like GrubHub should be able to fill in order, or send the driver back to pick up the remainder of an order. If they cannot do this simple thing, then there is something truly broken in their system.

Be aware that if you order from GrubHub, and are missing items, they may not be able to get out and get them for you, and if they issue a refund you will have to wait several days for it.

I would recommend trying other food delivery companies, as well this may seem like a small inconvenience, it can turn into a large headache very quickly.

Semper Fidelis

I had ordered fast food and was quoted that it would be 40-50 minutes, which was fine. It got to be 5 minutes until my order was supposed to arrive (11:10pm to 11:20pm was the quoted time) and nothing. I had yet to see an assigned driver or anything. I called the fast food place and they were super nice. They said my food was done and they were just waiting on a driver. I'm not leaving this review on behalf of the driver because even though he was 2 minutes late (11:22pm) he apologized and it's not the end of the world. I am leaving this review because 1) I had to call to make sure I even had a driver, and when I told the lady that my food was now quoted for 11:25 to 11:35 and asked if I could have a refund for the delivery fee because it was going to be late she argued with me and stated that it was still on time. How on earth is that still on time from the original quoted time? There was no, "That's only a quoted time, it looks like your driver should be on time," or "If he arrives after X time call us back and we can help, or anything. Just arguing with logic and actual evidence that my order time had been pushed back. The driver saved the experience with how nice he was but I simply cut the lady off as she argued with me and said, "Thanks for your time I will be switching back to Doordash." and left it at that. Sometimes all it takes is for someone to say, "I'm really sorry about that, I will put in a suggestion to our developers that this should be fixed/changed in the app." or even just, "I'm really sorry about that these are just quoted times so sometimes it can take a little longer." I should not have had to call to see if I even had a driver assigned to my order and the fact that that wasn't even recognized or made to seem like it should be fixed in the app was mind blowing to me. There are other delivery apps that run smoother based on my experience. As soon is my order is in, I have the name of a driver shown on my app and I know everything that goes on until it hits my door.

Last year I placed an order for delivery. I receive a notification that the order has been delivered. It had not been delivered to me. I contact Grubhub and the refund me. A day later I run into a neighbor THROWING OUT my dinner from the previous night. Apparently the delivery driver went to the wrong apartment (happens, not a big deal, right?). However, the neighbor opened their door and TOLD the driver this was the wrong apartment and his response was, "you should just eat the food then." and walked away.
Fast forward to last week. I place another order. Got a notification that my food was running late. Then, the driver arrives and calls me saying he is here. I ask where as my complex confuses people (despite signage all over the complex with directions). The driver just keeps telling me he is here. I continue asking where while explaining that my complex is #14 but my apt is #46. I keep explaining I need to know where so I can direct him and meet him. I finally understand that he is inside one of the many doorways, ask him to go outside and read what is above the doorway. Lo and behold he is at doorway with apartments 1-4, not near #46. I then tell him to start walking towards my apartment and I will meet him. He tells me his car is parked illegally and that, basically, he does not want to meet me. Twice during this call he tells me he should just leave with my food. I walk out and meet him – which sort of defies the purpose of delivery.
I attempt to contact Grubhub that evening and every time my phone went to sleep the chat ended before I could get someone. I try the next day where I am offered a $5 GC - I say no thank you and I want a supervisor. I am told I will get a call (this was a Thursday). No call by Saturday and I reach out again. Now I receive an email offering $25 GC. I reply stating that I am not looking for a GC that I want to speak with a supervisor to discuss ongoing issues with delivery. Now, over a week later, with lots of back and forth I still have not spoken to a supervisor (although I did miss a call from someone late last evening who left a message and said they were a supervisor but had obviously not bothered to review the chats/emails).
I finally replied this morning saying I was available for the next 3 hours and that someone should reach out. Next email is offering a $50 GC - I said no thank you and that I would no longer be a customer if I did not hear from a supervisor. Time came and went - I just submitted a request on both Grubhub and Seamless to delete my accounts.
Doordash can have my hard earned $$ since GH and Seamless (since Seamless is run by GH) do not want to fix an egregious issue with their drivers.

I ordered thru Grub Hub had no other way of getting deliver at work. Delivery person at Grub Hub called my cell phone which I could not pick up at work then proceeded to text me one minute later (I Have the screen shot) I texted her back to say come up to 4th floor -like it said on the address I placed the order with. She never came in 5 min later I called her cell phone MILAGROS *******075 she advised me that she already left and would not come back and told me I had to call Grub Hub. I called Grub Hub they said she will not be coming back they will not refund me and that they would send me $50 in credit to use their service again. What they did not tell me was that they had to send 2 seperate codes for $25 each and you cannot use them on the same order. I already spent $50 on one order so that means I have to order from them twice again after they screwed me! I then did the chat to Grub Hub after finding this out and the person only could offer me a 3rd code for $5 for fees meaning I would have to order for a 3rd time! They are a bunch of theives and the delivery person stole my an my co-workers lunch and got a automatic tip on top of it - we will never order from Fellini again or Grub hub and I will be sure to tell all my online friend of this HORRIBLE EXPERIENCE FOR THE 1ST TIME USING GRUB HUB

Countless times I've ordered, and it was 1 hour to 2 hours late each time, because Drivers are allowed to see if there is a Tip.
When drivers are allowed to see a Tip, they do not deliver if there isn't a tip, or not enough of a tip.

They will not choose the order to deliver. What if it was a 20% tip, a normal good tip, and they don't take it, they only take 30% or 40% Tip orders? They shouldn't be able to see the Tip, at all. They shouldn't be able to cancel orders, to not not go to orders, unless they get fined, or get points on their records for cancelling.

I was a delivery driver for 4 pizza places for 6 years. I know how hard it is. I went through 3 cars, all 3 of them died completely from driving them over 35,000 miles per year just with deliveries. I know that tips are the only thing that I can get as my pay, because I only got $5.25 per hour as my wage. I made $950 per month if I was lucky, in Tips, Cash. I never looked at my bank account with direct deposit, because my checks were so low it didn't even matter. $150 per month?

I drove with pride, with my professionalism, my nice personality, my fast service that made my motto: Caution: Pizza May Scald.

I know what it's like to be screwed with a new system that's charging 5 people other people's orders, and the orders aren't even correct, incorrect addresses, and you're the only driver at 1:30 AM on a Saturday Morning.

I, NEVER, looked twice at an order whether it had a tip or not, but I did look twice and 20 times at what route I was going to take with my map, and Garmin GPS.

You, have no right! To be taking advantage of the system, Grubhub drivers.

That being said, I have had countless orders without the drink, with drivers that didn't even make a sound, cell phones in their face while driving, LOOKING AT YOU as if you're a piece of $#*!, trash all over their car, NO MASK ON, droany slow questions as to if thay's your order. Are you such and such.

Get with the program and drive your 15 deliveries, whether you get tipped or not, and you will receive greatly for your care.

I say, Grubhub drivers should never be able to see the tip amount.

Although customer service was nice and i was refunded of delivery fee and deliver tip but i am handicap and i specifically wrote on the instructions to buzz my apartment number i get a call from the man saying im outside i asked him to buzz he said he couldn't see a buzzer i said he was in the wrong place he insisted he was in the right spot so i go out side in the freezing rainy weather mind you each time i go outside i have to wrestle my way up stairs so he is not outside once again like he had said so i come back inside send my 8 yr old daughter whom isnt handicap to see if she sees him outside she didnt so she came back in i called the man once more and he said he was in the back of the building and i would have to come outside so i had to wrestle my way upstairs AGAIN walk make may way all the way around the other side of the building which isnt close at all mind you its freezing and raining and my 8 and 6 year old children are inside our home when i finally go to him he stared at me after giving me my food waiting for a tip i just turned around and walked away thanks to the customer service but i will never us grub hub in Madison WIi due to the man who delivered my food 30 minutes late and turned convenience into more of a chore then going ot to eat!