Grubhub: Food Delivery

This is the second time a driver has STOLEN my delivery in the past two months! I spend ~$1,000 through GrubHub every month if not more and always leave between 20-25% tip on my orders. I appreciate GrubHub refunding my order but to only have a $10 voucher is ridiculous. I still want to order out and that $66 refund isn’t going to hit my account for 24-48 hours so I’m getting screwed. Not to mention the restaurant I ordered from is now closed. For customers who order as much and as consistently as I do the order should’ve been refunded with a voucher for the amount STOLEN. I was a GrubHub+ customer until I realized the benefits were absolutely useless and now i’m about to stop using GrubHub entirely with this level of customer support. Start putting your valuable customers first! I used to be able to count on GrubHub but now I’m uncertain if I can even count on them to deliver my food let alone not tamper with it. The cherry on top was customer support said they can’t contact a driver after the food has been “delivered” - why?! Put your drivers on the spot and fire them for stealing. I have camera footage and no one came to my door. If this happens again and GrubHub customer service refuses to compensate me appropriately i’m moving to another service. I’m furious and i’ll gladly pay another company ~$1,000 a month if they can guarantee they’ll deliver my food consistently and safely, fire thieves, refund, and appropriately compensate for lost time and trust!

Hello, We waited 2 hours. I contacted Javier from chat and he confirmed that the order was delayed with an ETA of 10:43PM approximately. He offered a $10 reward which seemed dismissive since we were already waiting well over an hour at that point. Shortly after, we received a message that our order was canceled and to expect a refund in 5 days. This is highly ineffective to say the least. Javier mentioned that there was a shortage of drivers when our order was originally placed. That isn’t my concern and if it was going to be a problem we should have been warned ahead of time instead of delaying our order not once but twice to then finally cancel the order anyway. Not really sure what a refund which takes up to 5 days does for our current situation since we still were left with no real reason for the cancellation until it was too late. This is very disappointing customer service and could have been avoided entirely if we were told upfront what was happening and how long this could have taken in real time instead of the customer having to check in on the situation and then to be offered $10 dollars for our inconvenience is absurd and borderline insulting. I would hope this is a one time occurrence and doesn’t directly reflect on the type of business you want your customers to purchase food through with such lack of communication to your end users directly. Thank you for your time.

The only form of customer service they provide is just, essentially, throwing your money back at you. They figure if the wrong item is refunded that that suddenly resolves the issues. They, apparently, have no guidelines upon their presentation of advertised products, they have no guidelines on how to treat their drivers and upon first moment when a complaint is made they take the money allotted to the drivers even if I personally request that that money not be taken from them and if I ask that the tip remain the same since the driver had done their job in a way that exceeds expectations, and they have no guidelines upon how to ensure that food is delivered correctly. Every order that I receive has a missing item, or no cutlery even though I request them, or the entire order is completely different than what is pictured. Then when I make a complaint and say it is not the drivers fault their only form of reparations is that they refund the order but do nothing to ensure that the mistake does not happen again, refund everything including the tip, and just accost the restaurant and the driver. I have been using this app for years now and I am just done with it. I can never receive a meal and enjoy it. Instead it’s a headache of having to speak to customer service, be treated like I’m a liar and that everything was correct, and just feel as if the company is throwing my money at me only to appease me.