Review Insights · App Store
Grubhub: Food Delivery
GrubHub.com · 4,586,502 ratings · ★ 4.8
4.8
★★★★★
4,586,502 ratings
🎯 Build a better version
Top complaints - extracted from 72 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
35 negative reviews mention this · 49% of all complaints
★★★★★ "Crummy routing. Just not great routing. Placed an order with a 45-52m estimate, slowly increased with driver routed away from me for a stop first. Now looking at 75-90m delivery. Just going to delete and stick to DoorDash at this point." - CMAC ATTACK
2
"service"
30 negative reviews mention this · 42% of all complaints
★★★★★ "App works customer service and deliveries are terrible. I’d say about 80% of this companies order either get delivered to the wrong location or not delivered at all. They also deliver way later than their estimated delivery times. Terrible company use DoorDash or anything else" - Starkey2128
3
"customer"
28 negative reviews mention this · 39% of all complaints
★★★★★ "App works customer service and deliveries are terrible. I’d say about 80% of this companies order either get delivered to the wrong location or not delivered at all. They also deliver way later than their estimated delivery times. Terrible company use DoorDash or anything else" - Starkey2128
4
"customer service"
25 negative reviews mention this · 35% of all complaints
★★★★★ "App works customer service and deliveries are terrible. I’d say about 80% of this companies order either get delivered to the wrong location or not delivered at all. They also deliver way later than their estimated delivery times. Terrible company use DoorDash or anything else" - Starkey2128
5
"food"
24 negative reviews mention this · 33% of all complaints
★★★★★ "DO NOT USE. Horrible!!! Do not order food with grub hub" - Momof4est1990
6
"delivery"
23 negative reviews mention this · 32% of all complaints
★★★★★ "An embarrassment. Regularly asks delivery drivers to obtain a code from me, but the code never appears in the app or arrives via SMS. Requires extensive troubleshooting with confused drivers for what should be a frictionless (and contactless!!) delivery. Hel…" - Df7t89JP74
7
"grubhub"
16 negative reviews mention this · 22% of all complaints
★★★★★ "Worst delivery drivers. I have been ordering through GrubHub for the past 3 years now, and I am convinced that they have the worst delivery drivers of them all. They double dash and even triple dash, sometimes like to steal the order, just unacceptable. Also custo…" - Kalataaa
8
"driver"
12 negative reviews mention this · 17% of all complaints
★★★★★ "An embarrassment. Regularly asks delivery drivers to obtain a code from me, but the code never appears in the app or arrives via SMS. Requires extensive troubleshooting with confused drivers for what should be a frictionless (and contactless!!) delivery. Hel…" - Df7t89JP74
9
"times"
10 negative reviews mention this · 14% of all complaints
★★★★★ "App works customer service and deliveries are terrible. I’d say about 80% of this companies order either get delivered to the wrong location or not delivered at all. They also deliver way later than their estimated delivery times. Terrible company use DoorDash or anything else" - Starkey2128
10
"money"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Issues with customer. I used the app for the first time! The service is horrible. I ordered and I received the receipt from my email and when I clicked to track the order and they said I did not have an order while they took the money from my bank account! I con…" - Cenafrance
11
"drivers"
9 negative reviews mention this · 13% of all complaints
★★★★★ "An embarrassment. Regularly asks delivery drivers to obtain a code from me, but the code never appears in the app or arrives via SMS. Requires extensive troubleshooting with confused drivers for what should be a frictionless (and contactless!!) delivery. Hel…" - Df7t89JP74
12
"horrible"
9 negative reviews mention this · 13% of all complaints
★★★★★ "DO NOT USE. Horrible!!! Do not order food with grub hub" - Momof4est1990
📋 All 72 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Favorites
Please add a tab to view all the restaurants I have marked as a favorite. I am not sure why GH would have the save feature if I cannot access a list. Yes, some show up on my homepage, but it is inconsistent and unpredictable. The “Saved Stores Near You” list is only a few I have saved, and includes others I have not. I save something because I love it or want to try it.
Other apps have this feature, so I will default to using those. This is a simple fix, particularly because it was a feature GH used to have.
Other apps have this feature, so I will default to using those. This is a simple fix, particularly because it was a feature GH used to have.
An embarrassment
Regularly asks delivery drivers to obtain a code from me, but the code never appears in the app or arrives via SMS. Requires extensive troubleshooting with confused drivers for what should be a frictionless (and contactless!!) delivery. Helpdesk is useless. Absolutely infuriating.
missing bottom end app
I need to enter email & password but the app for IOS cuts off the command which permits this. It's on the android app not IOS
Crummy routing
Just not great routing. Placed an order with a 45-52m estimate, slowly increased with driver routed away from me for a stop first. Now looking at 75-90m delivery. Just going to delete and stick to DoorDash at this point.
Gift Card
difficult to use. My gift card was associated with older iPad. Does not work on my newer iPad. needed to start over on old iPad.
DO NOT USE
Horrible!!! Do not order food with grub hub
No accountability
Food is late in like 10 minutes town and there is nothing to do
App works customer service and deliveries are terrible
I’d say about 80% of this companies order either get delivered to the wrong location or not delivered at all. They also deliver way later than their estimated delivery times. Terrible company use DoorDash or anything else
Horrible customer service!
When the order is sent and the order has a mistake, you can fix it, even if there is no assigned driver. They can’t even give you a minute or two window to cancel. This app sucks and honestly DoorDash is way better. Go to DoorDash instead of this trash.
Horrible
Customer service is awful and doesn’t care. Routinely lies about the delivery window. Things routinely arrive cold 2 hours late.
Picking up wrong location
So I have used this for a long time and I removed my address on accident and now they won’t even pick it up and it’s ruined now since I live in a busy part of town and they won’t recognize it anymore. Type in the address, just puts a random address across street.
App Is Trash
The literal app itself is the most nonintuitive, slow, disorganized app I have ever used. They probably unironically develop the app with AI now
Automatic higher tip.
Shame on you for automatically adding a 20% tip. If someone is not paying attention and hits the submit button well, you just gave someone a larger tip on a small order! Good thing I always check and bump it down to 15%. And yes when I order a larger dollar amount of food I tip more. But how dare you blindside people!! Check your tip level before hitting send or you will be paying a 20% tip on a $15 order!!!
Issues with customer
I used the app for the first time! The service is horrible. I ordered and I received the receipt from my email and when I clicked to track the order and they said I did not have an order while they took the money from my bank account! I contacted them they said they cannot help me because I don't have an order while they took the money from my bank account! The issues were not solved. If you want a better experience, just stay away from this app! Also, if you don't leave a tip the order will take times to arrive or not at all! Even though you will give the tip in cash! It was a horrible experience and it was the first and last time I used it. Stay away from this app! The service is horrible.
First time user, last time user
I tried grub hub for the first time today. The main and most expensive part of my order was missing. When I contacted customer service, they refused to answer any of my questions or fulfill any of the basic expectations of customer service. This is a one time, never again and good riddance experience
Bad service
Food cold and wrong orders
Worst delivery drivers
I have been ordering through GrubHub for the past 3 years now, and I am convinced that they have the worst delivery drivers of them all. They double dash and even triple dash, sometimes like to steal the order, just unacceptable. Also customer service is not helpful at all. You basically need to be arguing and demanding your refund for the inconvenience, the drivers like to create…
Awful
Just a disgusting app
Lousy customer service
Ordered food for my sick wife. Delivery ETA started at about 60 minutes. At the 60 minute mark I logged into the app and saw that the new ETA would be an additional 90 minutes, for a total delivery time of 2 and a half hours for lunch. Zero explanation. I brought my concerns to customer service. After a lengthy back and forth they offered me a 10 dollar credit, the "maximum amount." What? After all the money I've spent on this app? Give me a break. Delete.
Update: I got a robomail inviting me to share more details about my experience. I used the email provided. Immediately there was a reply: "Bad news friend. That email address does not exist. Please double check that you're sending to the proper address and try again." What a joke.
Update: I got a robomail inviting me to share more details about my experience. I used the email provided. Immediately there was a reply: "Bad news friend. That email address does not exist. Please double check that you're sending to the proper address and try again." What a joke.
Credit and Service Awful
Not sure what’s happened recently but credits have been near impossible to apply to deliveries after a prior delivery was botched. I cannot use more than one payment error comes up so I’ll have to make a single order within the credit amount to use it. $10 order? $29 order? Plus tip and service? Ridiculous
Horrible Customer Service
What a total rip off. I ordered food to my hotel. GrubHub showed that it was delivered. I never received it and neither did the front desk. Grubhub said that I gave them a PIN and that verified that I received the order. That’s impossible because I never did give anyone a PIN. I contacted customer service in chat and then I called them as well. They refused to do anything about it. According to them, it was verified that I received it. I asked for a picture. Didn’t have one. I asked them how their PIN verification worked. They couldn’t give me an answer. They said that the driver entered the code and that I’m the only person who had the code. Then you go online and look up stuff and it happens to people all the time and that drivers can enter any code in and it verifies it. So it’s not even secure. It’s only a two digit code. I would never do business with these people again. I’m now stranded in a hotel with no food and everything is so far away that I can’t walk to it.
WORST FOOD DELIVERY APP
As someone who always ordered food on this app I find this app to have unacceptable customer service and piss poor memory for ALWAYS delivering my food I’m at the wrong address which sounds like Grubhub’s fault that needed to be fixed including issues in getting refunds
Isaac
Worst app I’ve ever used the courier is never found and takes forever on delivery
Hard to tip
I have A LOT of issues with drivers not being able to follow basic delivery instructions. Now that isn’t Grubhub fault. But as a result of the basic incompetence of some people, I tip the bare minimum and add a tip later if they can actually follow the instructions. I do this on all the delivery apps. Every other one allows this. Grubhub makes you talk to the most unhelpful chatbot I’ve ever come across just to be sent to an agent. To add a tip. RIDICULOUS. And heaven forbid it’s more than TWO days later? They REFUSE to give it to the driver. On other apps, you have a MONTH, and after that, you contact support, then they STILL GIVE THE DRIVER THE TIP. Not flat out refuse like Grubhub. I would never drive for a company that makes it SOOO difficult for its employees to make money. App deleted. But they don’t let you delete your account either.. so that’s fun. Have to submit a request for that too? What a joke. I deleted or changed whatever info I could and removed the the app from my home screen
grub hub is worse than walking to the spot and grabbing it urself
worst delivery app ever made, a pigeon would be better bang for ur buck for getting something "conveniently"
Bad
My orders keep getting delayed
iPhone Users!
I’ve been using grubhub for a while, I always liked the app and of course like the different customers I get, but for some reason grubhub has stopped working for iPhone users! My friend and I both have the app on our iPhones but for some reason the doesn’t allow to login at all. We both tried to reset our passwords which the app doesn’t want to save then we called customer service and was told to reinstall the app which we both did and the app is still not working!! Can yall please fix the app so we can use it again!!
Trash
Trash.
Delay Delay Delay
If you want to get food 4 days from the time you order. This is a perfect app. I waited nearly an hour while they keep changing delivery time
Terrible
DO NOT DOWNLOAD! Places never show up as open when they most definitely are. Terrible user interface.
Good App Terrible Customer Service
Says it all ^
Constantly late
Food is always late and customer service is no help
Frustrated
Our order was delivered over an hour after it was picked up. For 45 the driver did not appear to be moving. I tried reaching out to the driver and they never responded to me. When he finally arrived, (an hour passed the delivery time) he ignored the drop off instructions and rang our bell. We have delivery instructions saying do not ring our bell and a sign on our door instructing the same and all was ignored. When my husband was able to get to the door, he didn’t speak English and didn’t understand any of our instructions. Our food arrived cold and late and the disturbance of the ignored delivery instructions has me ready to cancel my membership. I can’t even find where to contact customer service as I want my tip back!
Terrible customer service
Sending me links to leave feedback as of if I WAS the driver, when actually I’m the customer, shows the level of ineptitude at Grubhub. 2 weeks after the offense as well. Great job
Why tip when drivers dont care
I order atleast once a week if not more from grubhub. This is now the thrd time in the past 2 months i have gotten another customers order. I have ordered big orders costing $70+ only to get food from a completely different resteraunt and being worth $15 . I always tip 20%. Drivers do not care and do not check to make sure they are dropping off the correct food.
Unprofessionalism from Care support
My order was delayed by an hour and then cancelled. I reached out to customer care and they refused to compensate or provide a reasoning for this cancellation. I talked to a supervisor named Marvin I. and he was extremely unprofessional and proceeded to cancel my Plus member account without my consent. His replies were petty and unprofessional. He ended the chat before addressing my concern. Honestly this is disgusting customer service. This app always delays food and has horrible customer service. Don’t use it.
delivery time
why it take over an hour to deliver it doe
Terrible First Experience
I tried this service for the first time and the order never arrived. It was very suspicious and the whole experience felt like a scam. You can only see a driver name. Then I got the notification that they arrived very quickly, but I doubt they were ever in the area. I receive a “delivery photo” that is just a black screen. I even message the delivery driver and receive no response.
This has never happened to me on any other delivery app (I order often with 3 different companies). Fortunately, I am supposed to get a full refund. I don’t think I want to try this app again.
This has never happened to me on any other delivery app (I order often with 3 different companies). Fortunately, I am supposed to get a full refund. I don’t think I want to try this app again.
zero stars
whenever they mess up an order, they try to give you a five dollar coupon. Three strikes and you're out. I am no longer using you and your business and I am going to tell everyone I know how much I don't love your business. zero stars for zero customer service
Horrible service
It has been very frustrating lately. There is always something missing from the order. We are a big family, and we do order food pretty frequently from different places. At this point we do not think it is restaurants fault, but apparently people you hire for delivery. Out of past 10 orders, we get 8 orders that do miss one or two items. If there is two bags of food at the restaurant, they deliver one. How hard it is to make sure you got an order correctly? And they expect the tip upfront. If there is more than one drink, there is always one missing. Seriously, this service is going downhill.
GRUBHUB still in business?
Overall bad experience
Ordering with gift cards
I should not have to enter a credit card number when I have gift cards to use. The order process is extremely frustrating and confusing.
Bad review
My very first time ordering they messed up my order and they didn’t fix it
Never use this service
They will not deliver your food and then refuse to cancel your order or refund you money and it’s all AI chat bots doing their customer service.
Food always gets stolen
Idk what it is about GrubHub, but it’s rare that I order from them and my food doesn’t get stolen. There’s no way to get in contact with customer service or a live person.
Unhappy customer
My order was super late still hasn’t been picked up and my order was ready between the times given 10:45-11:05 and I will not use grub hub again. I should get it free!!
Bad
Orders take hours to deliver
Terrible
I ordered and it canceled when the food was 3 minutes away from me and I didn’t get refunded
countless mess ups service not good
1/10
Never Take any Payment Type
Do you want my money or not?
+ 22 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)