Grubhub

So I placed another order with GrubHub today and again was sadly disappointed by both driver and Customer Service. The driver was pleasant and followed instructions on where to deliver my items this time BUT she never called to tell me that the restaurant didn't have the items I ordered and to ask how I wanted to proceed. Instead someone decided for me and gave me replacement items of THEIR choice. The driver waited until she arrived to tell me. I asked if I was to be refunded for the items I ORDERED and never received and she said "I don't know, you have to call GrubHub to find out." I then called Customer Service, who initially looked at my short lived order history for the two previous orders that both went horribly awry and proceeded to tell me they were unable to help me because I had been refunded on too many orders)! Insinuating I was trying to get free food because I was asking for refunds for the food I didn't receive on those last 2 orders. Keep in mind this is only my third order with them. So I interject before they can complete the sentence- because I'm good at interrupting and ask them what is their internal process when items are not available for an order. I was advised that either the driver is to contact them directly and they will contact the customer or the driver should contact the customer directly to advise and to ask if they would like a substitution or to cancel those items from the order. Neither of which happened in my case. They did refund two of the items from my order that weren't received and after my boyfriend opened up his order he realized that was also not what he ordered. At that point he was like forget it don't even bother calling back. So I canceled my free 60-day membership that they had given me to compensate for the last two orders that were botched up and I will no longer do business with them. Fool me once shame on you fool me twice shame on me. Goodbye GrubHub you look better gone. Maybe you will have better luck than me in your area but as for me I am 110% done with GrubHub. They deserve 0 starz..

The drivers pick up the food
They take the food
They do not even call or attempt to deliver
Never again

I am reviewing Grubhub as a restaurant manager, not just a customer. I also spent 6 months doing delivery for food service apps, so I know how hard (not hard) it is.

Many people don't realize Grubhub (and Postmates) work differently from Ubereats, Doordash, Caviar, etc. They partner with some restaurants, but if a restaurant is not partnered with them, a driver will physically go to the store, wait in line if necessary, and place the order.

This means much longer wait times for the customer. If the wait time is long a driver often gives up after a few minutes and cancels the order.

If the menu for a restaurant is incorrect on Grubhub's website, there is no way for us to fix it without signing up for their service. There is also no easy way for us to give feedback for drivers.

The drivers are consistently rude to us, the worst of any delivery service by far. They walk into the restaurant, don't say a word, and shove their phones in our face. I've had drivers yell at me and my employees because we wouldn't use their personal cell phones to talk to customers about the menu being incorrect- this is part of their job, but also I would never use someone else's cell phone (gross) and during Covid it's especially dangerous.

The drivers often place orders incorrectly, leading to unsatisfied customers calling my restaurant, and I then have to explain how Grubhub works to them.

They aren't offering a quality service so much as they are trying to coerce restaurants to sign up for their service. All of these issues create a bad experience for the restaurant and the customer. I have fielded so many phone calls from angry customers who don't realize how Grubhub actually works.

Finally, While Ubereats, Doordash, and Caviar have all made it easier for customers to tip the people preparing their food, their is no way on Grubhub to do that. While many people don't tip, at least these apps allow it.
In a time when my staff is under more stress from the pandemic and making less money than usual, this is especially inconsiderate. As I mentioned above, I have worked as a food delivery person, and I can tell you I work a lot harder as the person preparing the food. It's insulting you can tip the grubhub driver but not the restaurant.

I order on grub hub at 6:37pm, now is at 7:49pm. My order even not sent to the restaurant yet. It sucks! Not use it again!

Order was 3 hours late. Ordered $70 worth of food and they wanted to offer me $5 for my "troubles" REALLY!

Sent in order at 7:45pm and was canceled. No explanation provided but was submitted before curfew time. The app excepted my order and the canceled.

Ordered3x. All 3x ordered delayed. All 3x order never showed. If I could give zero I would. Will never use again.

There was mold in my mash potatoes. And im quizzy real talk i tried leaving feedback on grb hub but its hard please save your life you only have one

Doordash, or just ordering straight from business is a much cheaper option! Ripoff! Grrrrrrrrrrrrrr!

They upated the status to delivered and never informed me of it. This is a terrible business. I wouldnt trust them at all.

I WILL NEVER ORDER THROUGH GRUBHUB AGAIN! EACH TIME I HAVE ORDERED WITH THEM IT HAS BEEN AN ISSUE AND THEY WANT YOU TO WAIT 3-5 DAY FOR A REFUND!

Went from 25-35 minutes to over an hour and half CANCELLED ORDER
Save your money and time use a different service door dash much better

We ordered at 8:30pm with a delivery time of 10:00pm. At 10:05pm, we called the restaurant-they never received the order. So we called Grubhub to cancel the order. It was very difficult to cancel. They also said it was the fault of the restaurant-um no, they didn't even get the order. They also advertise they don't charge your card until your food is delivered. NOT TRUE. My card was charged the second I completed the offer and now I have to wait 3-5 business days to receive the refund. Will never order from them again. The entire time I'm on the phone with grubhub they were trying to make me keep the order and let them still deliver the food. I proceeded to tell him that I was too hungry to wait another hour and a half to get food. Then while I'm on the phone with grub hub, I received a text at 10:10pm saying that our food would be delivered between 10:00pm-10:10pm... so clearly grubhub was at fault and sent the order over while I was on the phone with them. Poor service and to blame the restaurant is awful considering THEY CANT MAKE AN ORDER IF THEY NEVER RECEIVE IT. IF I COULD GIVE ZERO STARS, I WOULD

This is the email response i got from them after they cancelled my order, waited an hour to tell me, and then charged me anyways:
GrubHub Seamless help_me+*******@grubhub.com via mail-wg0-f50.google.com

4:40 PM (2 hours ago)

To me

Hey there,

Thanks for the email. Unfortunately, we get quite a few of them and speedy replies aren't always guaranteed. But don't worry – this email contains a cornucopia of great advice to help you get the aid you need when you need it:

If you're wondering where your food is or looking to change your order, your best bet is to quit reading this and dial *******878. Come to think of it, most of your order-related matters are best handled over the phone. If you hate phones, the chat button plastered all over our website works.
If you have a question about money, phones can help there, too. Unfortunately, a lot of the money issues are going to get a "your bank will [insert banky action here] in 2-3 days" kind of reply so follow this link to see if we've covered your issue: www.grubhub.com/help. We wish it could be different, but we don't control banks. Yet.
Oh, and you can always do nothing, too. We'll reply to this email within a day. You just need to stay alive in the meantime. We've been hearing good things about breathing.

In short, the smart money is always on giving us a call – it can't hurt, it will probably help and you'll be able to tell your friends that you had a great conversation with an attractive guy/girl. No – really. We're all at least a 7.

Thanks,

GrubHub

Ph: *******878

I got 5 or 6 more rude emails from them after this one. What a bunch of inadequate losers.

Wants to intimidate their employees for voting Trump and tell them to resign. Will never use you EVER! GOOD LUCK WITH YOUR STOCK..

2 Orders Stolen or Sent to Wrong Addresses, Customer Service Uses is Copy Paste Responses, No Accountability, Lack of Training, No Over Site.

I always new YELP sucks and I should have read reviews on EAT24 (which they are rated 1 out of 5 stars) That

I could write an entire book about why you should not give your money to this business... yet. If they get their $#*! together... potentially reconsider. If this post is current, do not... I repeat DO NOT give a dime to this company. For the sake of well, space... I will refrain from large paragraphs.

Grubhub does not communicate with the restaurant nor the customer to ensure the food arrives let alone what happens if it does not.

Picture this: You're at a restaurant ordering. You order burgers for your entire family. The waitress takes orders and responds with "Okay I'll get that right in for you" and then never returns for hours to let you know that they in fact didn't have hamburger meat. Picture worse: After not informing you... a friend offers to go out of their way to make sure you got your food because by now it was late and your family has not had dinner and they know how much it meant to you because they took your call 3 times. (The friend is Blu Sushi which is who the order was with). The order my family never received so we made Macaroni family size at 10pm. Grubhub responds with a "we have no drivers available at this time" - (even when Blu had co formed our sushi was waiting for a pickup and would stay later than when they were open just to wait for the grubhub driver. SHOUTOUT TO BLU. Blu even asked where I lived to see if it was close enough for them to PERSONALLY DELIVER IT to me.
At this time when money is tough... please reconsider where you are really putting it. What if I was a single mom/dad trying to feed my kids for the night and was never notified my food wasn't on the way? Unacceptable. There are many other apps like
-Doordash
-UberEats
-Instacart
-Postmates
-Chownow

This is for the single dads and moms out there who could have potentially run into something like I did and had no other means of support. Grubhub... fix the communication between the restaurant AND the customer. Both need help... before something insane like this happens.

A negative million stars is all these scam artists deserve. 30 minutes estimated delivery time. Cool! After 45 minutes a text message that it will be another 20 minutes late. O. K., will not have starved by then. Driver assigned and I can see where he is going. Cool! Only problem - he drives to the opposite side of town. Called the dumbasses and they assigned a new driver. 45 minutes later that driver apparently gets to the restaurant... man, am getting really hungry now... Another 35 minutes later, the order is at my door and I am so ready to eat... well - the order was for "Emma" and me is not Emma... and Emma has a really weird taste when it comes to food, so it is nothing that I would eat without puking... Now the fun begins. Chatted with the dumbasses again and they refuse to do anything without getting a photo of the wrong order. So, photo with phone, email to my account so I get it on the PC, then upload to the dumbasses... No, they would not re-deliver my order, but refund my money... and my empty stomach tells me to get really, really pissed about this bullcrap.
I am... REALLY, REALLY PISSED ABOUT THESE DUMBASS RETARTS AND WILL NEVER EVER USE THESE SCAMMERS AGAIN.

AVOID THESE SCAMMERS!

They added this text notification sometime ago, I had been away from the service. So i didnt know

#1 They don't give you a choice to not recieve the texts in the first place, it was non-obvius that they would do it when placing an order unless you edited the delivery address... even then not so much, it should be a banner popup telling you this for the first time.
#2 They text you AGAIN after you send the STOP message to tell you they won't text you anymore.
#3 Smartphones... they claim to have an app that does the same thing, IDC. If they are marketing this to smartphone users then we have freakin email on the phone to and that is not a pay per use beyond the usual data plan, even then the data usage charge is a fraction of the SMS charge some people(like me) get.

FAIL for assuming that everyone has unlimited texting
FAIL for being douchebags(as i noted in my comment)
FAIL for costing me an upcharge of 1.25 that I didn't approve.

OK, they did reply to my comment fairly quickly but FAIL for repeating the instructions on using the STOP text, I already knew that. FAIL for not reimbursing me or crediting me, they do have a promotion going on to do just that for different reasons. Perhaps grubhub is best used for show rooming to see whats in the neighborhood but giving them more business... its like a sweaty reaking of BO and pooh delivery guy bring you food, you just don't want to eat it.

I was introduced to this company a while ago but had not got around to using it

Although now the CEO has decied unwisley to politiize the company I will reconsider my options

Most of these reviews are about individual restaurants' service, which is not GrubHub. GrubHub is just the middleman, so why so many people are rating GrubHub low for restaurant quality is a little odd and unfortunately unfair.

As a service, GrubHub is my second favorite with eat24hours being my absolute favorite because they ALWAYS have coupons. GrubHub has really good customer service and they give your free GrubHub money to use on future orders whenever there is a problem with an order. Once I got $25 in GrubHub money when a restaurant never delivered my food. Recently, though, there have been some problems.

1. They changed their review capabilities so that you have to review restaurants directly through a link that they may or may not send you. This is problematic for both the customers and the restaurants. Yeah, it's possible to use Yelp, but they need to get their reviews system in order so that people who have actually ordered from and experienced a restaurant can leave honest feedback.

2. Their customer online support which used to be perfect has been lacking horribly within the last three months. I loved the convenience of not having to call the ordering service (like I had to with delivery.com and seamless) with GrubHub's instant online customer support help tickets. Now, when there is a problem and I try to use their online help, it takes nearly 45 minutes to get in contact with an agent. It used to take a few seconds. And when you do get an agent, they ask you to call. That's not good customer service at all.

3. They need to stop promising free Grub if they will not fulfill it. It used to be put directly into your account, but now they say that they will email you a link. The last two times they told me this, they never sent the link. I felt like I was being lied to.

4. They took away the Yummy Rummy game which allowed customers to win food, drinks, discounts, and certificates directly after an order was placed. These prizes were to be used on future orders. This was one of the main reasons that I used GrubHub, and now, they took it away in exchange for once-in-a-while promotions by email and a prize-less game called Grub Runner. Yummy Rummy was much better.

Overall, they need to work on some things, but they are still better selection-wise than a few other delivery services.

Placed an order. Thay canceled it but still charged my almost $50. Called and was told I would hget an email from them. Want my money. Not an email.