Grubhub's customer service or delivery?

I've been using Grubhub for a while too, and honestly, you're not alone. Over the past few months, I’ve noticed a real drop in both delivery reliability and customer service quality. Late deliveries, missing items, and generic responses from support seem to be more common now. It used to be a pretty seamless experience, but lately it feels like they’ve scaled too fast without maintaining quality.

Some friends have had similar issues, so I’d say it’s not just you. I’ve started using alternatives like DoorDash or Uber Eats, especially when I want quicker issue resolution.

On a side note, if you’re into customizing your browser while waiting for food, I found this great collection of chrome dark themes — perfect for reducing eye strain and making your Chrome look slick.

Hope your next few orders go smoother!

Unfortunately, you're definitely not alone in your experience with Grubhub. I’ve been using the platform for years too — mostly for convenience during long workdays or late nights — and I’ve noticed a decline in service over the past 12–18 months. What you described mirrors what I and many others have experienced: delayed orders, missing items, poor packaging, and frustrating interactions with support.

To give you some perspective, I run an eCommerce store (https://paradisecaps.com), and I completely understand how crucial customer service is to the overall user experience. One thing I’ve learned running a customer-focused business is that service recovery matters more than perfection. Every company will eventually slip up — that’s just reality. But when the support experience adds stress instead of relief, that’s where customer trust erodes.

With Grubhub, it feels like they’ve shifted away from a customer-centric model and more toward automation, templated responses, and outsourced agents who often can’t really help. Here are some specific issues I’ve personally run into:

• Long wait times for support chats, often 15–30 minutes or more.

• Generic copy-paste replies that don’t acknowledge the specific issue.

• Refunds denied even when evidence (photos or messages from drivers) supports the complaint.

• Inconsistent restaurant communication, where a delay might stem from the kitchen but the customer is left guessing.

For contrast, in my own business, when a customer has an issue — whether it’s with sizing, delivery delays, or product mix-ups — we immediately acknowledge it and try to resolve it in a way that leaves the customer feeling heard and valued. I honestly think that’s why https://paradisecaps.com has grown: word of mouth and return customers matter.

From a logistics standpoint, I get that food delivery is complicated: traffic, restaurant prep times, courier availability, weather — all of these variables can affect fulfillment. But those aren't excuses to ignore the customer experience. If anything, that complexity requires better support systems.

Here’s what I’ve started doing instead:

• Ordering directly from restaurants — Many offer delivery through their own staff or smaller, local platforms. You often get faster service and the restaurant makes more profit.

• Using alternative platforms — Uber Eats and DoorDash have their own issues, but depending on your city, one might perform better than others.

• Picking up myself — It sounds counter to the delivery trend, but for nearby spots, pickup actually saves time and cuts out the middleman.

Also, if you’re dealing with ongoing frustrations and still need fast food solutions (especially if you're working from home or managing a busy schedule), it may be worth reevaluating how these platforms fit into your routine. For me, I shifted that energy into my business — turning frustrating downtime into time spent updating content, handling orders, or optimizing our SEO strategy.

In summary: no, it’s not just you. Many loyal Grubhub users have reported similar downturns in service. Whether it’s a symptom of scaling too quickly or losing focus on the customer, the decline is real. Hopefully they course-correct, but in the meantime, you’re definitely not wrong for looking elsewhere — or expecting better.

Hope this helps, and wishing you fewer cold fries and more responsive service moving forward!

— A fellow customer & small business ownerhttps://paradisecaps.com

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I’m sorry to hear about your frustrating experience with Grubhub. It’s disappointing when long delivery times and cold food affect the convenience of the service, especially with slow customer support. Hopefully, they can improve these aspects in the future.

Trying grubhub seemed like a good option for convenient food delivery, but it ended up being a frustrating experience. The app itself is easy to use, but I experienced long delivery times and received cold food more than once. When I reached out to customer service, the response wasn’t timely, making it hard to resolve the issues.