SmallBizGenius Analysis
Grubhub faces criticism for unreliable delivery and poor customer service, with many customers reporting late or canceled orders. While some appreciate the variety of restaurant options, the negative experiences often outweigh the positives for many users.
Category Breakdown
Scores based on analysis of 280 recent reviews
Delivery Issues
2.0/10Many reviewers report problems with delivery, including late orders, canceled orders, and food arriving cold. Several customers mentioned waiting hours for their food, only to have the order canceled without explanation, as one reviewer stated, "Grub Hub randomly cancelled my order 50 minutes after the time it was supposed to be delivered. No explanation!"
45 reviews mention thisCustomer Service
3.0/10Numerous reviewers express dissatisfaction with Grubhub's customer service, describing it as unhelpful, unresponsive, and sometimes rude. Customers report difficulty getting refunds for incorrect or missing orders, and some feel that customer service representatives are not empowered to resolve issues effectively. One reviewer stated, "Customer service is terrible. We can't report issues with restaurants too often because they'll stop giving us refunds, as if we're at fault for the restaurants doing terrible jobs."
38 reviews mention thisOrder Accuracy
4.0/10Several customers complain about receiving incorrect orders or missing items. This issue, combined with difficulties in obtaining refunds, contributes to overall dissatisfaction. As one customer noted, "I can't tell you how many times they haven't delivered certain items. Last week they missed one person's entire order and again today."
15 reviews mention thisDriver Performance
4.5/10Some reviewers mention issues with drivers, including drivers not following delivery instructions, delivering to the wrong address, or being unprofessional. One reviewer shared, "I have explicit directions in the app and the drivers never read them, GPS always directs them to go to the back gate and then they can't get in because there is no keypad there."
12 reviews mention thisRestaurant Variety
8.0/10A few reviewers appreciate the wide selection of restaurants available on Grubhub, finding it a key advantage over competitors. One customer mentioned, "I use grubhub because I can order from more places than DoorDash."
8 reviews mention thisRefund Issues
2.5/10Many customers report difficulty obtaining refunds for late, incorrect, or canceled orders. Some feel that Grubhub's refund policies are unfair and that they are often denied refunds even when the error is clearly on Grubhub's or the restaurant's part. One reviewer said, "They do not care, they do not refund."
10 reviews mention thisPros & Cons
What Customers Love
"I use grubhub because I can order from more places than DoorDash."
"good offers, good service good food,close by and friendly delivery"
"I have found them to be very responsive to any concerns I have. Refunds have been prompt."
"I can add/remove ingredients from my order and the prices are better."
"I used GrubHub today for the 1st time.. I am so please with them. The efficiency of my order and delivery time was on point."
Common Complaints
"This company consistently disappoints with late deliveries and cold food. There is not one reason they should remain in business."
"Customer service is terrible. We can't report issues with restaurants too often because they'll stop giving us refunds, as if we're at fault for the restaurants doing terrible jobs."
"I can't tell you how many times they haven't delivered certain items. Last week they missed one person's entire order and again today."
"I have explicit directions in the app and the drivers never read them, GPS always directs them to go to the back gate and then they can't get in because there is no keypad there."
"They do not care, they do not refund ."
Common Questions About Grubhub
Answers derived from customer review patterns
Is Grubhub legit and trustworthy?
Based on the reviews, Grubhub's legitimacy is questionable due to frequent reports of late deliveries, canceled orders, and poor customer service. While the platform does connect customers with restaurants, the reliability of the service is inconsistent. Many users have had negative experiences, citing issues with order accuracy, driver performance, and difficulty obtaining refunds. Therefore, while Grubhub is a real service, its trustworthiness is compromised by these recurring problems.
Based on 45 reviewsDoes Grubhub have good customer service?
The majority of reviews suggest that Grubhub's customer service is lacking. Customers frequently describe interactions with customer service representatives as unhelpful, unresponsive, and sometimes rude. Many reviewers report difficulty resolving issues, obtaining refunds, or receiving accurate information. The negative feedback regarding customer service is a recurring theme, indicating a significant area for improvement for Grubhub.
Based on 38 reviewsIs Grubhub worth it for small business?
For small businesses, partnering with Grubhub presents a mixed bag. While it can increase order volume and reach a wider customer base, the negative reviews regarding Grubhub's service quality could reflect poorly on the restaurant itself. If Grubhub consistently delivers late or incorrect orders, customers may associate that negative experience with the restaurant, even if the issue lies with the delivery service. Therefore, small businesses should carefully weigh the potential benefits against the risks of partnering with Grubhub.
Based on 15 reviewsWhat is Grubhub's refund policy like?
Based on the reviews, Grubhub's refund policy is a source of frustration for many customers. Numerous reviewers report difficulty obtaining refunds for late, incorrect, or canceled orders. Some customers feel that Grubhub's policies are unfair and that they are often denied refunds even when the error is clearly on Grubhub's or the restaurant's part. The inconsistency in refund approvals and the perceived lack of support from customer service contribute to the negative perception of Grubhub's refund process.
Based on 10 reviewsWhy are Grubhub orders frequently delayed?
Several factors contribute to Grubhub's frequent delivery delays, according to reviewers. Some speculate that a shortage of drivers or inefficient routing algorithms may be to blame. Others point to restaurants being overwhelmed with orders or drivers accepting multiple deliveries at once. Regardless of the specific cause, the recurring theme is that Grubhub struggles to consistently deliver orders within the estimated timeframe.
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