Photo illustration by Nico Heins
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Grubhub will change how it handles phone calls to restaurants next week following controversy over its current system.
Starting Aug. 23, Grubhub will use a call center staffed by its own employees to field some incoming calls. When a customer dials the Grubhub-generated number on a restaurant’s listing, they’ll have the option to either place an order, ask a question about a previous order, or ask any other questions.
The first two options will route the caller to a Grubhub representative. The third option will connect the caller directly to the restaurant.
Currently, all phone calls placed through Grubhub are routed directly to the restaurant. Sometimes the caller just wants to ask a question without placing an order, and