Delivery Service
GoPuffThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for GoPuff's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 375 total complaints in the last 3 years.
- 183 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/03/2023
Type:Product IssuesStatus: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 3/3/2023 I placed an order and services paid for were not fulfilled company already had unreachable and incompetent customer service and it has been made even more difficult to contact themBusiness Response
Date: 03/07/2023
Hey, *********
We are sincerely sorry about this experience. Please allow us to look into this ASAP by sending us an email at [email protected] with the details and a screenshot or link to this review, so we can investigate this issue for a resolution.
Kind regards,
Gopuff Support
Initial Complaint
Date:03/02/2023
Type:Billing IssuesStatus: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.
Continuous Fraudulent charges to my bank card by this company (GoPuff) without authorization. this is the 2nd time I had to request a new bank card due to this company accessing my card information. My bank is disputing charges again and I'm getting 2nd new card. I've never used this company ever before.Business Response
Date: 03/05/2023
Hey there ********,
Thank you for reaching out to us to let us know about this situation. We are sincerely sorry for any troubles caused. Please make sure to continue the dispute process with your bank if you did not make the charges as we need the bank to have the process disputed to resolve the situation. If you have any questions or need any assistance please let us know via email at [email protected].
Sincerely,
Gopuff Support
Initial Complaint
Date:02/28/2023
Type:Billing IssuesStatus: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.
this company is complete garbage they have all these fraud complaints and do nothing to resolve the problem on their end this is the second time ive had charges from this company and they still have no way to track card information which i know is complete ******** and they refuse to do anything to help this time i will be going to the court to resolve this and all the complaints on here just go to show how incompetent this company is this company needs repercussionsBusiness Response
Date: 03/01/2023
Hi there, *************
Thank you for reaching out to us. Please dispute any charges you do not recognize with your bank to have them properly disputed. We will forward your suggestion to our team and we thank you for your input. If you have any questions or need any assistance please feel free to reach out to us via email at [email protected] with a link or screenshot of this review.
Sincerely,
Gopuff Support.
Initial Complaint
Date:02/27/2023
Type:Billing IssuesStatus: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.
My debit card has repeatedly been used , and accepted for purchases from this business, and these have been fraudulent charges to my bank account as these have never been my purchases. This leads me to believe that credentials for the use of this debit card number are non existent at this business. I have had pending charges all month ( January-February 2023) from this business and these have never been from me.Business Response
Date: 02/28/2023
Hey there, *****************
We are sincerely sorry for any frustration caused by this unfortunate situation. If you did not place the orders with your card and do not recognize the charges, please dispute the transaction with your bank to get the dispute started as soon as possible.
Sincerely,
Gopuff Support
Customer Answer
Date: 02/28/2023
[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. Just please I.d. People who use a card , it may not be theirs.
Regards,
***************************Initial Complaint
Date:02/27/2023
Type:Service or Repair IssuesStatus: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 December 9, 2022, I contacted GoPuff customer support because promos were not working for my account. The customer service agent, *******************, told me that this was a technical issue and that my information would be given to the technical team so that they could reach out to me to resolve the issue. Over a month later, on January 14, 2023, no one from GoPuff had attempted to contact me by phone or email. This is when I contacted support again and spoke with ****, who again reiterated that "this is an issue that we cannot resolve in our department" and that she had "requested for one of our team members to contact you by phone for a follow up/update since this is a reoccurring issue." **** also said that "If no one gets in contact with you, I will get in contact with you once I receive an update as well." It has now been almost three months since I initially reached out to GoPuff with no resolution or attempt to contact me for an update. Today, I contacted GoPuff support again, and spoke with ********, who told me that other agents are busy and that he couldn't help me. All I want is to be able to use GoPuff again, resubscribe to Fam, and have access to their promos, but GoPuff will not contact me about my ongoing issues. I also have provided a dozen or more screenshots in regards to this issue, but customer support makes me send the exact same screenshots each and every time, which often takes 30+ minutes. I would hope that GoPuff is not simply deleting my customer support requests and not noting this ongoing issue in regards to my account, but this seems to be the case. This is my last hope for attempting to get GoPuff to contact me just so I can give them my business.Business Response
Date: 02/28/2023
Hey there, ******.
We are so sorry to hear our app is not working on your device. Please let us look into this and see what's going on. Please email us at [email protected] with the email connected to your Gopuff account so we can look into the situation and we can pull up those screenshots to take a better look into the situation and make sure its being looked into for a resolution.
Kindest regards,
Gopuff Support
Initial Complaint
Date:02/26/2023
Type:Service or Repair IssuesStatus: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.
These Neanderthals have screwed up and screwed up with me!!! Not only have the messed up my orders at least 10 times I get a new phone number and I lose all access to my points and everything They dont care.. there is no solution.. wont transfer the points. I have spent hundreds with them I mean hundreds and this is how they repay the paying customer.. HATE **********************.. the absolute worst!!!Business Response
Date: 02/28/2023
Hey there, *********
We are sincerely sorry for any frustration caused by this situation. Please send us your old phone number and new phone number to ********************************** with a screenshot or link to this review so we can look into resolving this situation.
Kindest regards,
Gopuff Support.
Customer Answer
Date: 02/28/2023
[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,
*********************my old number is **********new number is **********
Initial Complaint
Date:02/22/2023
Type:Service or Repair IssuesStatus: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 Monday evening, February 20, 2023 I created and signed up for a GoPuff account. I then wanted to start shopping so I attempted to login into the newly created account. I was asked for my mobile number which I provided and was sent a verification code. I was then asked to input the delivery address after which I received an error message that an account already existed for this user. Seriously?? This was the very first time I was trying to use the account and you're telling me an account exists? I retried several times and kept going in circles and receiving error messages until I was told that I have attempted to log in too many times and should try again later. At that point I reached out to the ******* support team who apologized for the poor user experience and attempted to assist me in logging in to my account but to no avail. They then suggested I email [email protected] which I did but to my great horror I received this most shameful response this morning: "We have received your request to reactivate your account. After careful review and consideration, we stand by our decision and will not be reinstating your account. We wish you the best of luck." I NEVER ASKED TO REACTIVATE MY ACCOUNT! IT WAS NEVER ACTIVE IN THE FIRST PLACE! All I was asking for is to be able to log into my brand new account and start shopping. And when I asked the ******* support why I got this response via email they just rudely responded that they don't have any further information just to shove me off because I'm sure they are well aware of what's going on. This is the most disgusting despicable behavior I've ever come across from a company before I even started doing business with them. They should be very ashamed of themselves. I have done nothing wrong to deserve such treatment and to not be allowed to open a stupid account with them. I'm furious to say the least and I hope GoPuff will take the necessary steps to rectify this.Business Response
Date: 02/26/2023
Hi there, *****.
We are sincerely sorry for any frustrations caused by this situation. Please allow us to look into this further by emailing us the phone number connected to the Gopuff account as well as the details of the situation and a screenshot or link of this review to ********************************** and we will look into the issue.
Kindest regards,
Gopuff Support.
Customer Answer
Date: 02/27/2023
[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 gave them options for a resolution neither of which they did and instead are making me email them yet again and repeating myself all over again. I did it but that is far from acceptable. What is acceptable is to make sure my account is operational and active and I don't get any error messages what so ever when attempting to log in and have the full ability to ship at my leisure.Regards,
*****************************
Business Response
Date: 02/28/2023
Hey *****,
Thank you for the constant follow-up! Unfortunately, our fraud detection services have detected behavior that is ultimately a violation of our terms & service. This has resulted in the deactivation of your account. As you were told via email, we will be upholding the decision and will be unable to reactivate your account due to the behavior detected. We apologize for any frustrations, however this decision is final. Finally, If you would like to request an account deletion under applicable privacy law, please submit a request to our privacy portal at ****************************************.
Sincerely,
Gopuff Support
Customer Answer
Date: 02/28/2023
[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:It's a mistake that I'm communicating with your company via email in addition to communicating here. Going forward I will not be communicating via my email, I will only communicate here.
It is completely and totally false that I engaged in fraudulent behavior and I am beyond appalled by this blatantly invalid accusation. This is no longer about me having a GoPuff account or not, it's about the principle of the matter.
This is what I responded via email and will copy here so that you can respond here because as I mentioned, I don't want to communicate via email and would like to have all communications with you done here via the BBB complaint forum.
"Please explain in detail the fraudulent behavior that I did that is in violation of your terms and services? All I did was sign up for an account and attempted to log in and was never allowed in! What exactly is fraudulent about that? Yes, I attempted several times because I had no idea what was wrong. This is despicable behavior on your part.
I don't care if I have an account with your company or not because you are quite obviously not a company I ever want to do business with. But as a matter of principle I'm going to fight this all the way to the end because I did absolutely nothing wrong and am completely innocent of your accusations!
And don't be rude by telling me about my constant follow ups. The only reason I'm doing this is not because I want an account, but because your behavior is 100% wrong and like I said I'm going to fight this until the end to clear my name. I'm so disgusted to say the least. "
Regards,
*****************************Initial Complaint
Date:02/21/2023
Type:Billing IssuesStatus: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 2/20/2023 I placed an order for $24.04 I had been ordering over 6mths and had accrued enough for a discount order with my bonus points...the system didn't work and I was charged full price. I called and spoke with a girl named"***" who said she could not correct the system error but she wanted me to accept another bogus credit promise. I declined the credit and spoke with someone named "*****" who identified as manager. ***** told me to DISPUTE this purchase WITH MY BANK and GoPuff will give me a credit. I told ***** this was Fraud to just give me my credit $10 All I want is my money credited TO MY CREDIT CARD. Gopuff is cheating and I don't want to play the gameBusiness Response
Date: 02/21/2023
Hi there, *************
We are sincerely sorry for any frustration caused by this experience. Please let us look into this further by sending us the details of this situation, the phone number connected to your Gopuff account and a screenshot or link to this review via email to ********************************** and we will take a better look into the situation.
Kindest regards,
Gopuff Support
Initial Complaint
Date:02/13/2023
Type:Product IssuesStatus: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 received notice on 01/31/23 that there was a suspected fraudulent charge on my credit card through this company. I cancelled the card and moved on. Today, 02/13/23 I received an email with my name about another order placed with this company. When I go to the website to investigate there is no way to reset an account using email, only a phone number. They are using my email with their phone number so it is impossible to override. Customer service says prove they are using my card by giving the number (NO), so they will cancel the order (BUT NOT CLOSE THE ACCOUNT USING MY INFORMATION). Absolute garbage response. They may not be committing fraud (not sure if it is them or someone going through them), but they don't care at all about stopping it.Business Response
Date: 02/14/2023
Hi there, *************
Thank you for reaching out to us. We are sincerely sorry about this situation. Please dispute these transactions with your banking institution if you have not already and let us know more about this situation by emailing us at [email protected] with these details and a screenshot or link to this review and we will look into this right away.
Sincerely,
Gopuff Support
Customer Answer
Date: 02/17/2023
[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:02/04/2023
Type:Customer Service IssuesStatus: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.
My friend referred me to try Gopuff and I said I will get $10 off 10 orders. After I registered, Gopuff has a 14 days free trial for *** so I want to take this advantage on this. However, on the second day after registration, I can never log into my account and I tried to call Gopuff customer service and the customer service said they can not help at all. After 14 days, Gopuff started to charge my card for $7.99 *** membership and I cannot have a way to cancel at all. I would like to have the *** membership refunded!!!Business Response
Date: 02/06/2023
Hey there *************
We are sincerely sorry for any frustration caused by this situation. Can you please send us these details and the phone number connected to your Gopuff account to [email protected] so we can look into the *** situation right away?
Sincerely,
Gopuff Support
Customer Answer
Date: 02/13/2023
[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:
My phone number is ************, I cant log into the account at all and there is no option for me to call Gopuff for help. Please refund my *** membership since I never use it!!Regards,
*******************Business Response
Date: 02/13/2023
Hi there, *************
We have went ahead and refunded the charge for the subscription as well as canceled it as well. Please allow 3-5 business days for the money to return to your account.
Kindest regards,
Gopuff Support
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