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

  1525 W Homer St Chicago, IL 60642-1280

• 

  Gopuff

  615 S Dayton Ave Ste 101 Ames, IA 50010-6421

• 

  GoPuff

  1002 Regent St Madison, WI 53715-1249

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:03/28/2023

  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.

  Go puff was order on Sunday, 3/26/2023 Time: 10:33 a.m.Purchased amount: $38.08 1st account set up with go puff as they emailed me today saying my account was flagged for fraudulent activities.On the account was specific instructions to bring the items to my front door not the front door of the building due to high theft. 1st call the directory in which that did not happen. As I reached out to a Go Puff representative ****** instructed me to reached out to driver. I told him that is redundant to reach out to a person that had specific instructions. Bottom line my package was stolen, and I no longer wanted to deal with Go Puff overall. So ask ****** to give me a full refund in the amount of $38.08. Poor customer service at its best. In which I have discontinued my membership with Go puff. I informed the Go Puff representative that my package was stolen, and that I would kindly like a full refund in the amount of $38.08. I never had an account with them in the past for them to accused me of having a fraudulent account with them. This is my first and last transaction with this fraudulent company. Please review this complaint ASAP. My call list shows no calls was received by that delivery driver on the day in question.

  Business Response

  Date: 03/29/2023

  Hi there, *******,
  

  We are sincerely sorry for any frustration caused. Please allow us to take a better look into this by emailing us these details and alink to this review to [email protected], and we will be right there to check this out.
  

  Sincerely,

  Gopuff Support
  

  Customer Answer

  Date: 03/30/2023

  Complaint: ********
  
  

  I am rejecting this response because:
  

  My name is ******* and not ******* as it is referred to in this complaint. Please address this matter as well as correct this information 

  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/30/2023

  Hey there, *******

  Please forgive us for the typo with your name. To have the issue dealt with please reach out to us at [email protected] with the phone number connected to your Gopuff account so we can take a look into this issue right away. 

  Kindest regards,

  Gopuff Support

• Initial Complaint

  Date:03/26/2023

  Type:Customer Service 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 placed an order on 3/26/23. I understand sometime things get busy but after 2.5 hours i had no eta on my order. I contacted support (**********) whose only advice is "just hold on abit". I asked to speak to a supervisor got another employee (****************) who pretended to be a supervior, because when i said i was going to file a complaint without a word transfered me to someone else. The third rep stated Gopuff doesnt accept complaints until after an order, which is a joke because i couldnt even get my order. I wasted almost 3 hours of my time with nothing to show. Just stress from talking to your employees.

  Business Response

  Date: 03/27/2023

  Hello ******,

  We apologize for any frustration caused. Please allow us to a better look into your experience as this is not the customer experience we strive for. Please send us a screenshot or link to this review via email at [email protected] with the details of your situation so we can look into this. 

  Sincerely,

  Gopuff Support.

  Customer Answer

  Date: 03/29/2023

  [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:03/23/2023

  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 noticed two unauthorized charges on my ***** debit card in February from the GOPUFF company—which I had never heard of before. These charges were on 2/23/23 in the amount of $42.58 (shown as ** *******) and $99.90 (shown as groceries). Again, I have never heard of this company, I’ve never downloaded or used an app by this name and I have never authorized any charges for a license or groceries with this company. I disputed the charges with ***** and after an investigation they finally refunded my money on 3/12/23. They also cancelled my debit card and issued another. Today 3/23/23 I have just noticed those same charges on my NEW ***** card in those same amounts- $42.58 for a ** ******* and $99.90 for groceries—- neither of which I authorized or had anything to do with. It looks as though ***** has already reimbursed these amounts without me having to dispute them. Last week I contacted GOPUFF bc I received an email about an order I never placed. I was confused and very concerned that I would once again be charged. Again I repeat, I have no account with this company and never have. I was placed on hold so long I could not continue the call and was on my way out of town, so I never got through to anyone from the company as to why I somehow received an email about an order I never placed. The email gave another persons name and location- someone I have never heard of. This company is flat out fishy and from what I read online about it many people have had this experience with them. I’ve never heard of this company before this all started a month ago. They appear to be highly fraudulent and something is not right here so I am reporting them. Thank you.

  Business Response

  Date: 03/26/2023

  Hi there ********,

  Thank you for reaching out to us and letting us know about this. We understand this is likely extremely upsetting and we are so sorry that this has happened to you. We see you have already disputed the charge with your banking institution as that's what the proper method of resolving this issue is. If you have any questions or run into any issues please email us at  [email protected] with a screenshot or link to this review and we will be right there. 

  Sincerely,

  Gopuff Support.

• Initial Complaint

  Date:03/19/2023

  Type:Sales and Advertising 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.

  On 3/18/23, I placed an order using the GoPuff app and my order was placed in duplicate. This was the second time this has happened to me in the last week. I did not realize the order was doubled because I assumed the issue was corrected and when I received the two bags outside, I assumed my order was just split up into bags. Today, when I opened the second bag, I realized the app had glitched again and sent me the items twice again. I called customer service to have this rectified and they told me that because I didn't call within the two-hour timeframe and had my last duplicate order refunded as a "one-time courtesy", they would not refund the order. The app glitch is out of my control, so I am really unsure of how this responsibility falls on me as a customer to be aware of the order duplication.

  Customer Answer

  Date: 03/20/2023

  ***** is my first name

  Business Response

  Date: 03/20/2023

  Hi there, ***********

  Thank you for reaching out to us and letting us know about this situation. We are sincerely sorry for any frustration caused by the app issue. Can you please email us at [email protected] and include a screenshot or link to this review and the phone number connected to your Gopuff account so we can take a look into this situation? 

  Kindest regards,

  Gopuff Support

• Initial Complaint

  Date:03/18/2023

  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.

  * No longer be able to place orders with legitimate credit cards and product sells even with normal purchase history.* Called customer service and provide no solution.* Not legally blocking my account with no explanations *discrimination against its loyal customer with multiple orders * unlawfully prevent the customers from redeeming their points

  Business Response

  Date: 03/20/2023

  Hey there ****,

  Thank you for reaching out to us. We understand the situation must be frustrating and apologize sincerely for any inconveniences caused by not being able to use our service. Can you please email the phone number connected to your Gopuff account to [email protected] and include a screenshot or link to this review. We hope to hear from you so we can take a better look into this.

  Kindest regards,

  Gopuff Support

• Initial Complaint

  Date:03/17/2023

  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.

  Last year I had received an email that gopuff had charged my card at the time for 19$. I quickly called them to dispute this and asked them to close my account and was told that it would be reviewed and my old account would be closed however on 3/17/2023 I received another email with my name and zip code from my old account stating that I placed an order with them when I had not and that account was supposed to be closed. I fear my personal data has been leaked by this company due to their negligence.

  Business Response

  Date: 03/19/2023

  Hey there, *********

  Thank you for reaching out to us and letting us know about this situation. Please dispute any charges you do not recognize right away with your banking institution and email us at [email protected] if you have any questions.

  Sincerely,

  Gopuff Support.

  Customer Answer

  Date: 03/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this goes beyond the fact your company stole money but infact did NOT delete my previous account as requested despite be coming to you all with safety concerns.
  
  Regards,
  
  ******************
  

  Business Response

  Date: 03/20/2023

  Hi ****,

  We apologize for any troubles caused by this situation as we can understand it must be very frustrating to deal with. Can we have the phone number and email address connected to your Gopuff account as well as the main delivery location for the account so we can take a better look into this? Also please make sure that the charges were disputed if you did not place those orders.

  Sincerely,

  Gopuff Support

• Initial Complaint

  Date:03/13/2023

  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.

  Dear Sir/Madam, I am writing to express my dissatisfaction with the recent experience I had with your company, GoPuff, and the affiliated store, *****!. On 02/27/2023, I made a purchase through the GoPuff app and picked up some items, including milk and eggs, from the *****! location(*****************************, Redmond, WA ****). However, upon receiving the products, I discovered that the milk and eggs were expired and unfit for consumption. I promptly contacted the GoPuff customer service team to report the issue, and they refunded my money for the products in question. However, I was shocked and dismayed to learn that my account had been banned following this incident. This seems like an unfair and unjust response to a legitimate complaint about the quality of your products. As a loyal customer of GoPuff and *****!, I am deeply disappointed by the lack of attention to detail and quality control measures that allowed expired products to be sold to me. Moreover, I am appalled by the punitive response I received from GoPuff, which suggests a disregard for customer satisfaction and loyalty. I hereby demand that my account be reinstated immediately and that appropriate measures be taken to rectify this situation. I also reserve the right to take legal action against your company for any damages or harm caused as a result of this incident. I hope that we can resolve this matter amicably and without further delay. Sincerely, *****

  Business Response

  Date: 03/13/2023

  Hey there ***********

  Thank you for reaching out to us and letting us know about this situation. We are so sorry for any frustration and inconvenience caused. Please email the phone number connected to your Gopuff account to [email protected], as well as a screenshot or link to this review. We hope to hear from you so we can take a closer look at this and improve our service. 
  

  - JB

• Initial Complaint

  Date:03/10/2023

  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.

  Gopuff did not refund me for their membership several times due to an issue with their app. I never used service but they took money due to their policy. App issue caused me to purchase fam subs. Customer service completely unhelpful. I would like a refund for 4 months of subscriptions.

  Business Response

  Date: 03/13/2023

  Hi there *********** 

  Thank you for reaching out to us and letting us know about this situation. Can you please forward these details, as well as the dates that you were charged for FAM and any other screenshots or details you have on the situation, to [email protected]? We look forward to hearing from you so we can take a better look at the situation and hope you have a wonderful day.

  Kindest regards,

  Gopuff Support

• Initial Complaint

  Date:03/09/2023

  Type:Delivery 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 have referred a friend for $10 for 10 in Jan 2023, however, I never received any referral bonus, I have spent numerous time on dealing this issues with online chat, emails, calls,etc and everytime the agent asked me to uninstalled and install the apps and also keep asking me for troubleshooting. I believe this is useless since I tried so many times. All the agent confirmed that the person I referred did place an order successfully and asked me to wait 4 weeks in order to get the referral credit post, I was waiting for almost 2 months and nothing happens. On the other hand, I redeemed the coupon on their apps and after that I never can placed an order, it always showed error when I placing the order. I have email the gopuff again and never get an reply. I really hope it is not a scam and would like to have a solution on these matters.

  Business Response

  Date: 03/09/2023

  Hi there, *********

  Thank you for reaching out to us. We are sincerely sorry for the issues you have been dealing with. Can you please send the phone number connected to your account as well as the account you referred via email to [email protected] so we can look into this? Please also include a link or screenshot of this review.

  Kind regards,

  Gopuff Support

  Customer Answer

  Date: 03/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have sent many emails to that email but never got a reply at all. I also spoke to over 10 agents and they all said someone will contact me 24-48  hours and seems no as well. The agents all said they have create a tickets for me but never can provide me a ticket number so I assume tickets never been open. I will try again to send email to the review department to see if the problem can be resolve this time. It is a very time consuming issue and the coupon I redeemed will be expired on 12th as well as the discount will expire. No referral issued to me and this is not the first time and I do not want to struggle after few times of communication with the agents. I am even block by your social media that can not comment. I feel this is very unfair. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 03/11/2023

  Hey ****,

  
  We apologize for any inconvenience we may have caused you. Could you please provide us with the referral link you shared with your friend? We also see that you have the rewards coupon available on your account. Please note that you will need a minimum subtotal of $12.95 and that it will not apply to alcoholic items. If you have met these conditions and still do not see the $30 off reward, please send us a screenshot of your checkout screen at [email protected]. We appreciate your understanding and hope this is resolved soon.

  Thank you,

  Gopuff Support

  Customer Answer

  Date: 03/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  besides the $30 coupon issues, I am still asking about my referral $10 off 10 orders and I was waiting 2 months and never get the referral, please check for me asap 

  Regards,
  
  *******************

  Business Response

  Date: 03/13/2023

  Hey there, *********

  Please confirm the phone number connected to your Gopuff account and the phone number that was referred for the 10 for 10 promotion so we can take a better look at this.

  Sincerely,

  Gopuff Support

  Customer Answer

  Date: 03/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have provided in previous conversation already. My number associated with my account so ************ and the email he is using is ********************** and I do not know the phone number he used and I did attached a screenshot that his order!!

  Regards,
  
  *******************

  Business Response

  Date: 03/14/2023

  Hey there, *********

  We apologize for the frustration and inconvenience caused by this situation, as we understand it must be frustrating. To confirm that the proper link or code was used, can you please send us the referral link from your account that is sent to newbies for the referral promotion so we can confirm that it was your referral code was used by your friend?

  Thanks,

  Gopuff Support

  Customer Answer

  Date: 03/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  this is the link I sent to my referral to use

  ************************

  ************************************************************************************************************************************************************************************************************

  Regards,
  
  *******************

  Business Response

  Date: 03/20/2023

  Hi ****,
  

  Thank you for providing us with all of this information. We have added 9 $10 credits to your Gopuff account to remedy this issue. Please note that these credits are not stackable and cannot be used towards alcohol or nicotine products. If you ever run into any issues or have any questions, please reach out to us at [email protected], and we will be right there to look into the situation.
  

  Sincerely,
  Gopuff Support

  Customer Answer

  Date: 03/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I would like to know how come is only 9 $10? Not 10 $10? How long the credit will expire? 

  
  Regards,
  
  *******************

  Business Response

  Date: 03/21/2023

  Hi ****,

  So its 9 $10 credits instead of 10 of them as you were credited a $10 credit for the issue on 3/2 by one of our representatives. The credits will last for 30 days and can not be used on alcohol or nicotine products. If you have any other questions please let us know.

  Kindest regards,

  Gopuff Support

• Initial Complaint

  Date:03/07/2023

  Type:Delivery 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.

  GoPuff's app does not let users easily cancel orders in the app, even if the order hasn't been assigned to a delivery driver. I've now had two instances of GoPuff quoting an inaccurate delivery time (often 20-45 minutes), only for that time to unexpectedly grow to 60-90 minutes. To make matters worse, there's no way to cancel an order in the app when this happens despite the app implying that users can do so. There's a "Cancel Order" button that doesn't actually cancel the order (it just directs you to a phone number). There's also a "Cancel Order" option through their chat support which also directs you to a phone number. When you call this number, you don't connect with an actual customer service representative. Every time I've called, there's been no way to actually cancel the order. If the actual delivery time has far exceeded the estimated delivery time, the price of the delivery should be reduced or the user should be given the option to cancel the order (as long as it's not out for delivery yet). This is a really frustrating experience for customers. If the true delivery time estimate (60-90) was shown at the very beginning, I likely wouldn't have ordered the items for that price. GoPuff has offered to credit me $10 to my account, but only if I apply it to another order. With GoPuff's order minimums, I'd likely have to spend $15 of my own to take advantage of the credit. This seems like an insufficient resolution -- I'd appreciate a refund instead of a credit.

  Business Response

  Date: 03/08/2023

  Hey there, ******.

  We apologize for the delayed delivery, as our goal is for your order to get to you as quickly as possible. Can you please send us the details of this situation to [email protected] and a screenshot or link to this review so we can look into this and improve our service?  

  Sincerely,

  Gopuff Support

  Customer Answer

  Date: 03/08/2023

  [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,
  
  *****************************