How The Grubhub Guarantee Works For Customers [Explained]

What is the Grubhub Guarantee?

The Grubhub Guarantee is a program that the food delivery platform built as a way to ensure that customers have a great experience while using the app.

It addresses some of the most common causes of churn for delivery platforms – customers who are seeking lower prices turning to other delivery platforms, and unhappy customers that receive late deliveries either requesting a refund or seeking an alternative.

In order to do so, the Guarantee includes two main promises:

• Lowest Price Guarantee: If you find a lower price on a competitor’s platform, Grubhub will refund the difference plus an additional $5.
• On-Time Delivery Guarantee: If your food arrives late, you’ll receive $5 off your next order.

How the Lowest Price Guarantee Works

The Lowest Price Guarantee is a price match program where Grubhub matches lower prices found on competitors (DoorDash, Uber Eats, Postmates) and gives an additional $5 off the next order.

Pricing is based on the food and beverage total plus tax and fees. The maximum perk value is $15, which includes a $5 Extra Perk.

To claim, submit a request through the app within 48 hours of the order.

How the On-Time Delivery Guarantee Works

The On-Time Delivery Guarantee offers $5 off your next order if your food arrives late.

To claim, go to the app, select the order, and submit a request within 48 hours. The guarantee is based on the original estimated delivery time (ETA), not updated ETAs.

Conditions and limitations apply based on the initial ETA provided.

Why Did Grubhub Introduce a Guarantee?

Grubhub introduced this program as a way to increase the satisfaction of customers and differentiate itself from the competition.

By offering guarantees for on-time delivery and the lowest prices, Grubhub aims to build trust and loyalty among diners.

The program also helps safeguard the reputations of restaurant partners by ensuring a reliable and affordable delivery experience, ultimately driving customer retention and encouraging repeat business.

Additionally, it supports Grubhub’s efforts to regain market share and improve overall diner experience amidst industry challenges like driver shortages.

This will definitely help Grubhub stand out among a sea of competing alternatives – all who have seemingly commoditized users for the sake of profit.

I use a lot of delivery apps, and to date, I have not seen a promise like this from any of Grubhub’s closest competitors.

Claim Submission Process

Grubhub rolled out the program in a way that makes it seamless to submit a claim. It’s simple, easy, and can be done from directly within the app.

To submit a claim…

• Navigate to the Account section and tap Help in the app.
• Select the corresponding order.
• Follow the instructions to submit the request, and Grubhub will review it.

From there, all you have to do is sit back and wait for Grubhub to reply. They usually do so within 24 hours.

While the process is easy to understand, there is a bit of fine print that you should be aware of.

First, claims must be submitted within 48 hours of the order to qualify for the Guarantee.

Second, Grubhub Guarantee Perks (GHG Perks) awarded through the program are valid for 30 days and cannot be exchanged for cash or credits.

These perks can only be redeemed on future orders, and only if the order total is equal to or greater than the perk value. This is before tax, tip, and fees are added to the total.

Lastly, the perks cannot be combined with other perks or offers, and there may be restrictions and other terms that govern their use.

Customer Experiences and Feedback

This program was really interesting to me, so I decided to ask around and see what people thought about them.

Overall, I found that most customers had a positive outcome with the program and that Grubhub stood behind their promise.

The people I talked to quickly received their compensation after late deliveries and price discrepancies. They were very happy with the process and the outcome of their claim.

On the other hand, I did hear from a few customers that seemed to face some challenges like disputes over the original estimated delivery times, or delayed notifications that affected the eligibility of the Guarantee for their order.

Another customer noted that the outcome of their claims seemed to vary depending on the customer representative that reviewed it.

This was despite the fact that the claims were very similar and, in the customer’s head, should have had the same outcome regardless of who was reviewing it.

Regardless of what other people thought, I think that this program is a step in the right direction for food delivery services.

If you have an order that sounds like it might be eligible, I highly suggest submitting a claim and seeing what happens.

Do you have an experience with this program that you’d like to share? We’d love to hear about it. Let us know by dropping a comment below the post.