Share
Business ProfileforGrubHub
Current Alerts For This Business
On December 29,2022 the business entered a Assurance of Voluntary Compliance with the Office of the Attorney General. The Assurance settles allegations that the business violated the District’s Consumer Protection and Procedures Act (CPPA), which prohibits a wide variety of deceptive and unlawful business practices. Under the CPPA, it is illegal to make misrepresentations about products or services, or to provide products or services that violate other District laws. Under the terms of the Assurance, the business agreed to pay $3.5 million, distributed as follows:
$2.7 million will be paid back to affected customers. Those with active Grubhub accounts will receive a refundable credit and if the credit is not used within 90 days the money will be sent to customers in the form of a check.
$800,000 civil penalty paid to the District. Additionally, Grubhub must significantly change its business practices to ensure compliance with District law in ways that will set the industry standard for disclosing pricing information to consumers. To ensure no future violations of the CPPA, Grubhub must:
- Prominently disclose to consumers when it presents search results that additional fees may apply at checkout;
- List the name and amount of each fee as a separate line item at checkout;
- Stop its practice of combining taxes and fees into one line item;
- Stop advertising that Grubhub+ subscribers receive “free delivery” and instead specify that the $0 delivery fee only applies to eligible orders and that other fees may apply;
- Stop charging menu prices higher than those available at the restaurant itself unless it clearly discloses, both on the menu and at checkout, that prices may be higher on Grubhub; and
- Shut down all microsites for restaurants located in the District or transfer ownership to the restaurant.
For more details go here.
On August 27, 2021 the City of Chicago filed consumer protection lawsuits in the Circuit Court of Cook County Illinois. Charges filed allege the business is in violation of Chicago Municipal Code prohibiting deceptive and unfair business practices that harm restaurants and mislead consumers. Specifically, Grubhub published deceptive “routing” telephone numbers that they represented as the restaurant’s direct number, created and maintained “impostor websites” for restaurants, launched deceptive, promotional campaigns to “save restaurants” during the pandemic, while forcing participating restaurants to extend their contracts, cover the cost of the promotions, and pay them full commission on all orders, and violated the City’s emergency cap of 15% on restaurant commissions. The matter is pending. For more details go here.
Updated information as of 2/1/2022:
On December 27, 2021, the City of Chicago's complaint against Grubhub in the Circuit Court of Cook County was amended with new allegations that the food delivery company violated Chicago's consumer protection ordinances by:
- Deceptively and unfairly charging restaurants for customer refunds that Grubhub issues unilaterally, without the restaurants’ consent;
-Deceptively advertising those consumers can “order online for free,” yet charging multiple fees on these delivery orders;
-Falsely advertising that its monthly subscription service, Grubhub+, provides “unlimited free delivery,” while still charging subscribers a fee to complete each Grubhub delivery order; and
-Deceptively and unfairly concealing that its restaurant search tool provides results that are not based solely on relevance to consumers’ search criteria; instead, rankings are tainted by undisclosed marketing fees.
To see the press release on this update, visit this link.
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Location of This Business
- 111 W Washington St Ste 2100, Chicago, IL 60602-2783
- BBB File Opened:
- 5/11/2009
- Years in Business:
- 20
- Business Started:
- 4/1/2004
- Business Started Locally:
- 4/1/2004
- Business Incorporated:
- 10/23/2013
- Type of Entity:
- Corporation
- Business Management
- Mr. Matt Maloney, CEO
- Ms. Sarah Epstein
- Ms. Jan Pettway, Manager
- Additional Contact Information
Phone Numbers
- (800) 437-1086Other Phone
- (877) 805-5081Other Phone
- (800) 437-1086
Customer Complaints
1,976 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
04/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Customer Reviews
850 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Ernie B
04/18/2024
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.