Complaints

This profile includes complaints for GoPuff's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GoPuff

  537 N 3rd St Philadelphia, PA 19123-2936

• 

  GoPuff

  454 N 12th St Philadelphia, PA 19123-3762

• 

  goPuff

  1030 Cromwell Bridge Rd Towson, MD 21286-3308

• 

  GoPuff

  2720 Broadbent Pkwy NE Albuquerque, NM 87107-1628

• 

  Go Puff Food Delivery

  770 N Coit Rd Richardson, TX 75080-5426

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel like delivery service Gopuff (owned by GoBrands, Inc.) did a "bait and switch" with me, by selling me an annual membership, then quickly taking away two of the things I valued most about that membership, and not offering any prorated refund when I complained. Gopuff offers a membership called Fam, which I purchased from them for $39.20 on November 18, 2023. At that time, they advertised and offered Fam members additional points each day in their Puff Points rewards program, offering free merchandise. In addition, through a partnership with *****, they offered a $10 rebate per Chase card per month (I have two Chase cards, so would earn $20 per month). However, just days after I purchased their Fam membership, in late November 2023, GoPuff discontinued the ability to earn additional Puff Points, without any notice, and announced a limited time to redeem any existing points. Then on December 31, 2023, they discontinued their $10 monthly rebates for ***** cards, again, without any notice at all. I contacted Gopuff via chat as soon as I realized this in early January, and was told by two representatives that I would get a prorated refund for my Fam membership, which I feel would have been fair. However, they then did not cancel my membership as I had requested, and did not give me any prorated refund. When I eventually reached a supervisor I was told they do not give prorated refunds, and she told me she would not honor what I had been promised by the previous two representatives. I asked her to cancel my account immediately, and as of today, January 26, 2024, my account still shows as active with Gopuff. I feel they sold me a membership based on an advertised set of benefits, and then took those benefits away, but refuse to make this right by giving me a refund, since their membership no longer provides any value to me.

  Business Response

  Date: 01/30/2024

  Hi there. We're incredibly sorry for any inconvenience and completely understand your frustration. Could you please reach out to us at [email protected] with the details so we can look into this further and make it right? - AN

  Customer Answer

  Date: 01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Thank you. I reached out to this business a fourth time per their response to you regarding complaint ID ********, and this time they offered me a full refund. I find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a monthly subscription when they charged me for a yearly subscription as $7.99 and to $71.88 charge!!!

  Business Response

  Date: 01/26/2024

  Hey there,
  
  We have processed the cancellation and issued a refund back to your account. It takes additional time (up to 5 business days) for your financial institution to make funds available in your account.
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through gopuff. They canceled my order and told me no refund was gonna be given. I then spoke w someone and they told me they will refund it. This was last weds. I waited a week for it to show and I still haven't received it. I contacted them along with my bank. No luck. My bank has no evidence of the purchase even though I used ****** pay and my debit card linked to it to make the purchase. I have emails and a text confirming the order. No one is being helpful and I'm out 60 dollars. Can anyone help me find where this money went? I won't be purchasing from them anymore.

  Business Response

  Date: 01/25/2024

  Hey ***,
  
  It looks like the charge for the cancelled order was voided. In this case, on a void transaction, you won't see an amount returned back to you but the pending charge for the order will fall off your statement within 5 business days.

  Thank you,
  Gopuff Support

  Customer Answer

  Date: 01/25/2024

  I was told I was receiving a refund. Several of the representatives told me I was to wait 5 days and it would come. No one told me it was voided. How could it be voided if a driver came w the order but never left it. I still haven't seen the money and it's been over 5 days. Please send back the money 

  Business Response

  Date: 01/26/2024

  Hello,
  
  Thank you for your response.
  
  We apologize for the confusion with the verbiage used. Since your order was cancelled and your payment had not yet settled, the transaction was voided instead of refunded. In this case, we do not have the funds as the payment for this order was cancelled and the transaction should no longer show up on your statement. We will be sending you a refund confirmation receipt to the email connected to your account to confirm this as well.
  
  Please let us know if you have any questions or if there is anything else we can help with regarding this issue! 
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:01/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was placing an order under go puff under my mothers name, and upon arrival, the order had been changed to under my name. The driver was unable to accept my mothers identification, and therefore the driver requested to use my expired ID. The driver was unable to complete the order, and drove off telling me it should be refunded. I was then contacted by goPuff telling me that it will not be refunded as per their policy regarding nictone/tobacco and alcohol products in an incomplete order. I had not been made aware of this policy, nor was it my idea to use my expired ID information after. I have explained all this, and they still refuse to issue a refund, and they have no phone help whatsoever, so I'm dealing with the dead-end that is the automated help service on their app.

  Business Response

  Date: 01/24/2024

  Hey there,
  
  We apologize for any inconvenience. It looks like you've spoken with one of our chat representatives, and a refund has already been issued for the cancelled order. Please let us know if you have any questions at all or need further assistance. We hope that you have a lovely day! 

  Thank you,
  Gopuff Support

• Initial Complaint

  Date:01/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Poor Service and Unprofessional Conduct by GoPuff Delivery Personnel To Whom It May Concern, I am writing to file a formal complaint against GoPuff for an incident that occurred yesterday, involving extremely poor and unprofessional service from one of their delivery drivers. During the delivery, the driver exhibited outright rudeness and aggression. Despite ample available parking, she complained about parking issues and inappropriately stated that delivering to my door was not her job. Her demeanor was aggressive and disrespectful throughout our interaction. Not only did she fail to follow standard protocol by not obtaining my signature, but she also mishandled my package, leading to it smelling strongly of weed and being in an opened state upon delivery. This experience has left me feeling unsafe and highly uncomfortable, compromising my trust in GoPuffs services. Despite reaching out to their support and escalation team for immediate action and a resolution, I have not received a satisfactory response or any assurance of steps being taken to prevent such incidents in the future. As a loyal customer, I am extremely disappointed and distressed by this level of service. I am requesting a full refund for my order and assurance that this individual will not be assigned to any of my future deliveries. I believe this complaint warrants serious attention and I trust that the Better Business Bureau will assist in facilitating a prompt and appropriate response from GoPuff. Thanks, Customer

  Business Response

  Date: 01/26/2024

  Hello *****,

  Thank you for reaching out.

  We apologize for the experience you had with your recent delivery driver. We received your original report and a member of our CS team did respond but due to a technical error, the email may not have been received. We do apologize for the experience and have submitted a driver report so the appropriate team can review the conduct and take the necessary actions. 
  
  We've already processed a full refund for the order and you should receive it by the end of business day on 1/29/24. Unfortunately, at this time, our system does not support the ability to restrict a driver from delivering to an individual customer. However, we do understand your concerns and will forward this feedback to our team. If there is anything else we can help with, or if you have any questions at all, please let us know. We hope you have a lovely day! 

  Kind regards,
  Gopuff Support

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/15/24 I decided to give Gopuff a ONE month try at $6.89 instead they took $71.88 out of my account. I have tried every way possible to contact them to get this corrected/cancelled and they are unavailable!! I have written to the support email they provided and no one has contacted me. When you call you get nothing! When you sign into your account Im not given the option of canceling and getting my money back. I have contacted my bank for a dispute of the charges but since I cant reach them my hands may be tied. Please help. Thanks, **********************

  Business Response

  Date: 01/24/2024

  Hey there,
  
  We have processed the cancellation and issued a refund to your account. It takes additional time (up to 5 business days) for your financial institution to make funds available in your account.
  
  Thank you,
  Gopuff Support

  Customer Answer

  Date: 01/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* (*******) *****
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been charging my card for the last few months for $7.99 without my authorization. I have reported it with my bank and have a completely new card and they’re still charging me each month! I have a charge for 7.99 on 11/7/2023, 12/7/2023 and today 1/10/2024. The charge from today did not go through because I blocked my card but I still receive notifications when someone tries to charge something to my card! I have reached out to the company with no response. I have disputed the two charges but they keep trying to charge me! I want the charges to STOP and for them to take my information off of their file!

  Business Response

  Date: 01/15/2024

  Hey there,
  
  We have processed the cancellation and issued a refund to your account. It takes additional time (up to 5 business days) for your financial institution to make funds available in your account.
  
  Thank you,
  Gopuff Support

  Customer Answer

  Date: 01/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not a member of the subscription that this company sells. On December 16th, I was attempting to pay for the items that I had wanted to order when I was prompted to use venmo rather than input a credit card. Rather than paying for my items, it paid for a one year subscription. I was never shown any terms or conditions prior to the payment. I immediately contacted the company support that told me that they would be processing a refund and canceling my subscription. Then two days later, a different customer service representative emailed me outside of their platform and refused to honor the refund that they had already promised.

  Business Response

  Date: 01/15/2024

  Hey *********,
  
  We have processed the cancellation of the membership and issued a refund of $71.88 to your account. It takes additional time (up to 5 business days) for your financial institution to make funds available in your account.
  
  Thank you,
  Gopuff Support

  Customer Answer

  Date: 01/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EVERY time i have attempted to contact support their app bugs out and wont let it connect to their support about wrong items being delivered. BUT it sure will allow you to keep ordering. Tired of GoPuffs trash support.

  Business Response

  Date: 01/05/2024

  Hey *********,
  
  We're sorry to hear you are having issues with the app and are unable to get in touch with our customer support team. Could you please provide us with your Gopuff account details along with the information for the order you had an issue with so we can further assist you and make this right?

  Thank you,
  Gopuff Support

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered something off of go puff.com for 23.00 dollars the next day I checked my account and I was charged the 23$ plus 77.09$ I contacted their customer service and they stated that it was for Their yearly subscription which is 71.88 I said I never agreed to purchasing the yearly subscription. They then asked for a screenshot of my bank account which I didn’t do I only showed them the charge amount. They sent me an email at 2 am saying the needed the first six digits of my card number and the expiration date that they had no record of the charge. I felt like this was another type of hack move to get my credit card information. I have my bank statement and all chats and emails from Go puff since they do not have any live customer service you can speak to. They stole 77.09$ from me. Then they deactivated my go puff account.

  Business Response

  Date: 01/02/2024

  Hey ****,

  We apologize for any inconvenience and have processed the cancellation of the annual membership and issued a refund of $77.09 to your account.

  It takes additional time (up to 5 business days) for your financial institution to make funds available in your account. Let us know if you have any questions.
  
  Thank you,
  Gopuff Support