Paid Extra for Expedited Grubhub Delivery — It Arrived an Hour Late
We ordered breakfast through Grubhub and even paid extra for expedited delivery. The order ended up arriving about an hour later than the original quoted time.
Once it became obvious it was going to be extremely late, I contacted Grubhub to cancel. They told me the restaurant had already started preparing the order, so it couldn't be canceled. I then called the restaurant directly. They were actually very nice and tried to help, but said there wasn't anything they could do on their end and that I needed to deal with Grubhub.
Grubhub customer service was completely useless.
The frustrating part is that we weren't just sitting around at home with nowhere to be. We were staying in an apartment and needed to leave for the airport. We had ordered breakfast so we could have a quick meal with our child, who attends a local college, before heading out. Obviously, we weren't going to risk missing our flight because Grubhub couldn't deliver anywhere close to the promised time.
While we were already on our way to the airport, the driver texted asking for the delivery PIN. I gave it to them so they could leave the food at the door rather than wasting the driver's time. Apparently, that was a huge mistake.
Grubhub is now claiming that because I provided the PIN, we "accepted" the order, even though we had already left for the airport and never actually received the food. Because of that, they're refusing to do anything for us.
So we paid for food we couldn't eat, paid extra for expedited delivery that wasn't just “not expedited” — it was an hour late, and Grubhub refuses to refund us.
I understand that deliveries can run late. What I don't accept is charging customers extra for expedited service, delivering an hour later than promised, refusing to cancel when the order clearly isn't going to arrive in time, and then using a PIN given to the driver as an excuse to deny a refund.
We feel completely taken advantage of. After this experience, I'm done with Grubhub.