In August, Grubhub announced that it would double the time it gave restaurants to review phone calls, to 120 days, and would refund inaccurate charges. But the 120-day window won’t ensure that restaurants recover their losses, Mr. Enrico said.
“It doesn’t help with the thousands of dollars you lost in prior months,” he said. “You should fix the past to move forward.”
The fees are expected to be one of the main topics of discussion at the first restaurant round table, which will be hosted by a Grubhub executive, Kevin Kearns, at the company’s office in Manhattan.
Over the summer, restaurant owners also began questioning another Grubhub practice: purchasing internet domain names for thousands of restaurants so that customers searching for them online would be directed to place orders through the delivery service. Ms. Norris, the Grubhub spokeswoman, said the company discontinued that policy in 2018 and, in any case, always got restaurants’ permission to establish such “microsites.”
But in June, an article in the food industry news site New Food Economy detailing the practice led to an outcry from restaurant owners who said they had not realized that joining Grubhub essentially meant signing away the rights to their online identities. To reclaim control over their digital profiles, some owners are working with ChowNow, a California company that helps restaurant owners develop their own apps, charging a monthly subscription fee rather than a per-order commission.
“Restaurants are waking up and saying: ‘I need to own my website. I need to own my customers. I need to own my identity online,’” said Chris Webb, who runs ChowNow.
Haruki Kai, a co-owner of Sushi Ryusei in Manhattan, said Seamless had benefited his fledgling business, generating around $1,500 a month in profits. But given the popularity of online delivery, Mr. Kai said he believed that number should be even higher. He now offers a 10 percent discount to customers who bypass Grubhub and order through his ChowNow app instead.
“For now, we are O.K.,” Mr. Kai said, “but still 30 percent is too high a fee.”