Grubhub: Local Food Delivery

Name: Grubhub: Local Food Delivery
Rating: 4.74474 (3422565 reviews)

Food & Drink

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Grubhub: Local Food Delivery

Food & Drink

4.7

3.4M ratings

Age Rating

Seller

GrubHub Inc

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User Reviews for Grubhub: Local Food Delivery

Horrible customer service in the past year

I use Grubhub a lot due to not wanting to have to keep up with restaurants who deliver in my area. It use to be that when you placed your order through Grubhub and and item could not be prepared, a representative from Grubhub would directly call you and ask you if any other item could be substituted. If you said no they would allow you to cancel your order in full, if you said yes they would find a replacement for the order and your order would go though. Now however it seems like their customer service team doesn’t want to call customers or try to make it right. They will just go ahead and refund the item the store can’t provide and you WILL NOT know anything until your order arrives with missing items. Why are we using a delivery app if they can’t even contact the costumers if items won’t be delivered? This has happened multiple times through different restaurants in the past few months. Zero contact from Grubhub like they use to. Even paid for the Grubhub membership so you would think they would want to support their customers but I guess not. I deleted my membership, my information from their site, my app and I’m not going to use them for food delivery anymore as their care of customers has really gone downhill this past year. The customer service agents use to really be on top of things in the past and I have been using Grubhub for years now. Not anymore I’ll be installing DoorDash to give them a shot now.

angmor09, Oct 10, 2021

Iffy customer service

Honestly it wasn’t the food that was the problem...it was the driver...at first the ETA was between 9:15-9:25 which made sense considering it’s FAST FOOD...it took a while for someone to pick the food up which I understand due to COVID but while a driver was able to pick up the food or was en route to pick up the food within the 9:15-9:25 ETA when the time moved to 9:35-9:45 I was confused on what was happening so I went to track the order to see that the driver was stuck at the same location for at LEAST 15 minutes...I had attempted to contact her to see exactly how far she was so I can try to figure out the eta again but she took about 20 minutes to respond to me...by the time she did respond she said she was coming to me (which I felt was a lie) but nonetheless I still waited for her to arrive to which my order was delivered literally an HOUR after I ordered it..my drink was watery (which I know isn’t the restaurants fault) and the food was on the verge of being cold...lack of communication is the main reason for this rating and the fact that I couldn’t get in contact with Grubhub themselves makes it worse...seriously debating if I’m going to be using this service for future deliveries cuz it doesn’t make sense for it to take an HOUR for fast food and that I was unable to get in contact with customer support

ARE_123, Aug 10, 2020

Needs work.

You guys rarely offer discounts/ coupon codes compared to your competitors and you're actually more expensive which seems rather backwards. Drivers should be able to be rated based on the service they've provide. It would show that you cared more about the customers experience if you asked for individual feedback on the people you've vetted to work under your company. Representation is everything and you have plenty that work for you that simply should not, for a choice of better words. It seems you're outsourcing your CSR's for budget purposes however; I have two problems with this. 1. You barely give out coupons especially to your GH + members which I find to be absolutely pathetic therefore you should have the funds to hire quality employees no matter the position. -No excuses. Secondly, you're outsourcing people who don't speak the native language of the country they're answering calls in. That's a major NO NO! And makes no logical sense whatsoever. Additionally, I find that a handful of your chat support agents lack customer service skills specifically empathy and the ability to anticipate the needs of consumers. If you do not know how to provide customer service you don't belong in a customer service role. It doesn't matter if it's indirect or direct. The moral seems rather low and if it stands out you know that it's an issue.

Arreisba, May 30, 2022

First order was wrong

Decided that since we’re in quarantine and my car battery died, I’d use the app to order dinner from KFC. At first it seemed like an easy and seem less process to order my meal and it said it would take about 20-30 minutes (the restaurant is literally down the street from me). So I waited and decided to check the status, the time kept getting pushed back which was pretty annoying but I thought ok whatever not that big of a deal. So after almost an hour my food finally arrived, the driver was nice and kept me up to date with my delivery. When I got my food I thought cool this is pretty neat getting my fast food delivered now, but when I opened the bag my order was completely wrong. Now I’m not saying one or two items were wrong but the whole meal with the exception of the drink 😅 I ordered a 5pc strip combo with 2 sides (mashed potatoes and gravy, and Mac and cheese) but I got popcorn chicken with wedges, a chicken sandwich with pickles, and 2 biscuits. Needless to say I was upset that my order was that screwed up, but I was happy that reporting the issue gave me an instant refund from GrubHub so that was cool. I’m willing to give them another chance and just placed another order from Panda Express but if this happens again then I’ll just delete the app 😕

BesCody, Apr 11, 2020

Worst service

Tonight we tried to order from a pizza place. When our food was almost a half hour late we called the pizza place and found out they did not even start on our order; they said the issue was with Grubhub. Irritated by how bad the service is, I decided to contact customer service through chat to check the status of our order and cancel my Grubhub membership. An irritated customer service rep through chat canceled our food order instead of the grubhub membership . When I told this person to stop they claimed the order was already canceled. I spoke with a customer service rep over the phone at the same time and was told our order wasn’t canceled. At the same time I am on the phone with customer service the rep in the chat said the order was not yet canceled because she was on hold; she deliberately and intentionally proceeded to cancel the order when it was not already canceled. This experience was so bad I have decided to never use GH again. Right now I am on the phone waiting to talk to a supervisor to get a refund on my GH membership, and have been on hold for 30 minutes.Edit: I was on hold for over an hour then was hung up without speaking to someone. I am now BATTLING with Grubhub to get my account deleted and they want me to take so many extra steps to permanently delete the account. This reason ALONE is a reason to never ever use grubhub. Literally no one anywhere wants to spend HOURS trying to delete an account!!!!!

bot1313, Apr 28, 2021

The app is better than the service

I have used gh at least 20 times. The app is great, it always works. though it seems inconsistent from restaurant to restaurant in its menu application and usage -sometimes confusing what comes with an item. The service from grub hub employees hasn’t been bad, they tell me when there’s a problem and make it right, so I think the company seems to care (more than I can say for other food delivery services I’ve used which I won’t name here, but it starts with a U!) So I’m loyal to gh in my restaurant delivery patronage anymore. Now you just have to expect though, the restaurants sometimes have issues and cancel your order & your experience depends in large part upon the relationship between that restaurant and gh. Another factor- if you get a driver who treats your food and your time with respect, which isn’t usually a problem. The drivers usually call from the driveway, I don’t know why, most pizza places ring the bell. Sometimes the drivers forget food or spill it. hey this is going to happen if you order from gh 20 or more times. You take your chances, because you don’t want to cook so much, and you don’t want to go out into the public either. Thanks for being there most of the time gh when I’m not cookin’. And shout out to mr. gyro because he is consistently good & fast, never cancels.☮️

Classtaker, Jan 27, 2018

The customer is always right even when they’re wrong.

We love Grubhub! We have never had an issue with any of our orders. Our food from Smashbox was, as always, hot and delicious! And although the order was supposed to be delivered a bit later than expected, it arrived 10 minutes earlier than the initial time we were given! We had gotten a message from Grubhub that our order was running behind. A+ for that alone! We accidentally ordered one too many burgers because I couldn’t make up my mind and had added a few to choose from, meaning to delete one of them before submitting our order. Well, I forgot to delete the one I didn’t want and we tried to contact Grubhub and also our driver Helen to see if the order could be adjusted (I hate wasting food and we don’t care for leftovers). Helen promptly texted me to let me know that Smashbox could not adjust it once placed. No biggie, it was my mistake...I get it. Helen, our driver, is fabulous! Courteous and friendly. Smashbox is fabulous! Even though, I’m the one that made the mistake, I got a message stating that our bill was adjusted and we weren’t charged for the extra burger! Talk about great customer service! A happy customer is a returning customer! Thank you!

Claudia's bar, May 03, 2020

Terrible customer service

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.

cory0820, Jan 23, 2021

App Hiccups

I’m only leaving a one star review because this issue needs to be addressed. I have all three holy trinity of food delivery apps, uber, dash, and grubhub. Grubhub has been my go-to since the service fees are always lower than the other two. On top of which, I have grubhub+ which gives me credits on my orders. I’ve been using grubhub for years, but come this January, something changed. It used to be I can use credits to deduct my total at the checkout page, but despite accumulating $8 of credits, I’ve tried on numerous occasions to go to checkout and not be able to use my credits, which in turn made me decide to give up and cook that day instead. On the last occasion I decided to text customer service and see if they can resolve the issue. They decided to just reduce $6 on my order, but the credit issue is unresolved. On top of which, the customer rep who was helping me just abruptly ended the convo, had two more customer rep come in, view the chat, and just leave. It wasn’t until the fourth person, which I assume to be a supervisor came that came up with the $6 fix. I should mention in no way during our conversation was I rude or used profanities. Seemingly the original customer rep didn’t know how to answer my question and just decided to leave without a word. I will withhold my judgement and let you decide whether that was an appropriate customer service response. But fix the credits problem and I will fix the one star review, thanks.

DesEnfants, Feb 06, 2022

Stick to doordash

This was my first order through grubhub and I am EXTREMELY disappointed. If I could, I would rate everything 0/5. To start off, when it said my order was delivered I was expecting it to be right outside my door but instead I found it behind my car in the driveway. When I first messaged the driver He claimed that there was a snake on my front steps. When I check my camera the driver doesn’t come close to my door or even bother to look at it. And when placing the food down, he basically threw it on the ground. I’m not sure if all drivers are like this but mine was unfortunately appalling. On the camera it shows he quickly came to my driveway just to drop the food and leave. The container of the food broke and to top it all off it was the wrong order! I order one item and got 2 items I had no intention of ordering. On the physical receipt it does say my name and the mistaken order. So I am not sure who messed up because on grubhub it does say my correct order.It’s safe to say I will never order from this app again or recommend it to anyone. My grandma just came out the hospital and I was trying to get her favorite soup for her to eat but it seems this app is far from being professional to even provide a simple order that can safely arrive at my door. From this experience its safe to say I’m going to stick to doordash and if the driver is reading this I’ll be sure to call animal control to take care if that enormous python at my front door 😁

Doordash regular, Aug 14, 2021

Description

With the largest selection of restaurants, Grubhub delivers your favorite foods to your door. Order with the Grubhub app and get the restaurants you love delivered in a few taps. Feel like getting out for a bit?

Great! We also offer pickup for takeout orders. Whether it’s your favorite local spot, a restaurant with a little more fame, or a new place to try while traveling, Grubhub’s got the eats you’re looking for. Join Grubhub+ and get unlimited free delivery from restaurants nearby, exclusive rewards, access to our Elite Care team and much more! Plus, Grubhub will match any donations Grubhub+ members make to No Kid Hungry, so you can double your community impact. Try Grubhub+ free. After that, it’s $9.99/month. Wondering what your next meal will be? Each Grubhub city has different restaurants that you know and love. Arby’s, Buffalo Wild Wings, Cinnabon, Denny’s, KFC, McDonalds (NYC only), Pizza Hut, Potbelly, Taco Bell & more are just a tap away. Here’s a little taste of the foods, local flavor and cuisines you should be excited about: burgers, donuts, pizza, sushi, pho, wings, Italian, Korean, Vietnamese, Chinese, Greek, vegan, vegetarian & more! Order takeout or delivery and get exclusive Grubhub deals. Download today! What Grubhub offers: THE MOST RESTAURANTS - Grubhub offers the largest selection of restaurants in the nation! - Whether it’s Chinese, Greek, Italian or any other food type you’re craving, it’s covered. - With exclusive local restaurant partners like Taco Bell & McDonalds, you’ll find that mom & pop shop AND the national spot you love. EASY TAKEOUT ORDERS - When you order using the iOS app, you’ll avoid the hassle of over-the-phone mistakes. - You can also count on Grubhub’s 24/7 customer support. REAL-TIME ORDER TRACKING - Grubhub offers real-time order tracking so you know exactly when to dash to the door for your delicious meal. MULTIPLE ORDERING OPTIONS - The Grubhub app provides lots of great features. - Order now or preorder your next meal. - Re-order your favorite meals with a tap. - Order takeout and pick up your meal to save time & money. - Pay through a variety of options including Apple Pay, Venmo & Grubhub gift cards. DEALS AND SPECIALS - Gain access to exclusive benefits only available through Grubhub+ QUALITY RATINGS AND REVIEWS - Grubhub has lots & lots of restaurant ratings and reviews, so you can count on getting the best food in your area. - Review the restaurants & menus you try to help other Grubhub customers. Order the eats you love from local restaurants near you. Download Grubhub now! GRUBHUB IS AVAILABLE FOR ANYONE IN THE UNITED STATES! Ready to start ordering with Grubhub? Great! Here’s what to do next: • Download the app • Sign in or set up your account (you can even use Facebook) • Choose from your favorite restaurants or try something new • Pick your perfect meal We suggest you post up with your mates & order your next food delivery in some of these Grubhub cities: Albany, Atlanta, Austin, Baltimore, Boston, Bridgeport, Chicago, Dallas, Denver, Hartford, Houston, Las Vegas, Los Angeles, Miami, Minneapolis, Nashville, New York City, Orlando, Philadelphia, Phoenix, Pittsburgh, Portland, San Diego, San Francisco, San Jose, Seattle, St. Louis, Sacramento, Tampa, Washington DC Just in case you needed a few more reasons to get into Grubhub, here are some rave reviews: • “I love that I can order food while laying on the couch. Grubhub strikes again!!” - @DrFlunkenstein • “Thank god for @Grubhub. The delivery guy and I are going to be the best of friends” - @beatz6 • “Just when I thought I was ready to be an adult and cook, Grubhub” - @kima_jones • “@Grubhub is becoming VERY familiar with my food preferences. I love this app!” - @madelinedenise Free delivery terms: Must be a first-time Grubhub diner; offer limited to one use per diner. Order must be $15.00, before tax, tip and fees. Discount is capped at $5.00 off your order. Valid for Delivery orders only.