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Business Profile

Delivery Service

GoPuff

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

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

Find a Location

GoPuff has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • GoPuff

      537 N 3rd St Philadelphia, PA 19123-2936

    • goPuff

      1030 Cromwell Bridge Rd Towson, MD 21286-3308

    • 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

    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 01/20/23 there were 8 fraudulent charges to my credit card all under $50.00. Who did you deliver to?

      Business Response

      Date: 02/02/2023

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

      Please reach out to your bank and dispute these charges so they can contact us to look into this issue as we need this situation documented and disputed through the proper channels.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:01/30/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      The driver had poor communication and couldnt wait for me, so he tried to call instead of text message and cancelled the order, this is very bad customer service.

      Business Response

      Date: 01/31/2023

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

      We are so sorry for the cancelled order, as we would have loved for you to receive your items so you could enjoy them. Can you please let us know more about your experience by emailing us at [email protected] with a screenshot or link to this review so we can look into it and improve our service?

      Kindest regards,
      Gopuff Support

      Customer Answer

      Date: 01/31/2023

      [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:01/29/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Yes I was just laying here on ******* just watching ******* and I had a charge and Ive never ever used your business ever and I think your company is being used as a money laundering scheme. And yes they are still pending so I froze my account but now my other transactions wont go through due to this

      Business Response

      Date: 01/31/2023

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

      We are sincerely sorry for any frustration caused by this situation. Please make sure this charge is disputed with your bank so they can contact us for a resolution, as we need to have everything go through the proper channels so the bank can resolve the issue with our refund department. If you have any questions, please email us at [email protected] with a screenshot or link to this review, and we will be right there to assist.

      Kindest regards,

      Gopuff Support

      Customer Answer

      Date: 01/31/2023

      [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:01/16/2023

      Type:Product Issues
      Status:
      Answered
      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 was hacked by GoPuff a d used for 176 dollars before I was able to deactivate the card. I did not use the Gopuff app or even have it downloaded on my phone.

      Business Response

      Date: 01/17/2023

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

      We are sincerely sorry for any frustration caused. Please send us an email at [email protected] with these details and include a link or screenshot of this review, Most importantly, make sure to dispute this charge with your bank so they can have this on file and call us to work to resolve the situation.

      Kindest regards,
      Gopuff Support

      Customer Answer

      Date: 01/17/2023

      [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: ****** have already contacted your customer service and they told us to submit the order history and show the disputed order.  However, as we have never used or even downloaded the GoPuff app, we do not have an order history with them.  The customer service rep even told us that our email and phone number were not on file with them.  They told us we should contact our bank and it was too bad so sad that their app was used to deprive us of our hard earned money.  They left us feeling disrespected and as though they were a very shady business with no regard for customer service or cyber security.


      Regards,

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








      Business Response

      Date: 01/18/2023

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

      We are sincerely sorry for any frustration caused by this situation. We need you to dispute this with your bank so that they can have this situation and on file so they can call us and resolve the issue with our team. Please file a dispute with your banking institution so this issue can be resolved. If you have any questions please let us know at [email protected] and we will be right there to assist.

      Sincerely,

      Gopuff Support.

    • Initial Complaint

      Date:01/16/2023

      Type:Delivery Issues
      Status:
      Answered
      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 business allowed someone to not drop off my food at the correct location. Though they rectified it, other issues have revolved around dishonesty around delivery times o up to 2 hours, which blatantly defies their claim that they deliver in 25 minutes, with little offers for compensation or credit. This business needs to improve or be taken down, especially in New York City. There are multiple complaints.

      Business Response

      Date: 01/18/2023

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

      Thank you for reaching out to us and letting us know about your experience. We are sincerely sorry for any frustration caused. Please let us know more by emailing us at [email protected] with a screenshot of your BBB review so we can look into improving our service.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:01/11/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      They ignore you and take their sweet time getting back you if they say they will follow up! Disgraceful!

      Business Response

      Date: 01/15/2023

      Hey *********,

      Thank you for reaching out.

      We sincerely apologize for any frustration we may have caused you. Please allow us to look into this further and make it right by sending us the details of your issue at [email protected]. We will be right there to assist.
      Thank you,

      Gopuff Support

    • Initial Complaint

      Date:01/08/2023

      Type:Delivery Issues
      Status:
      Answered
      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 order from gopuff app. The delivery service was 2 hours late. I called support. It was 3rd party. They gave me a 10 dollar credit. They did not apply to my account. Delivery came - i didn’t receive some items. My food was completely raw. They would not issue me a refund. I did not want the items at this point.

      Business Response

      Date: 01/09/2023

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

      Thank you for reaching out to us and letting us know about this situation. Can you please send the details of this experience to [email protected] and we will be right there to assist.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:12/30/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Dec 22nd two fraudulent transactions were taken from account adding up to 245.00 and can't get a hold of anyone regarding this dispute.

      Business Response

      Date: 01/03/2023

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

      We are sincerely sorry for any frustration caused by this situation. Please dispute the charge with your bank if you did not place the order and send us a screenshot of this review and the details of your situation to [email protected] so we can look into this.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:12/28/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Continued charges that were not authorized by me. An account associated with my email address continues to make unauthorized charges. Although I’ve requested several times to deactivate the account, go puff refuses to assist me. 300.00 so far in charges.

      Business Response

      Date: 12/29/2022

      Hey there, *****. We are sincerely sorry for any frustration caused by these issues. Please send us an email at [email protected] with these details and include a link or screenshot of this review so we can look into this situation.

      Kindest regards,

      - Gopuff Support

    • Initial Complaint

      Date:12/27/2022

      Type:Billing Issues
      Status:
      Resolved
      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 two bottles of *************** Pinot Grigio with the bill (provided) totaling $38.50. They later sent me a text message (provided) saying they were "fresh" out of 1 *************** Pinot Grigio. This business has illegally charged my credit card for two bottles of *************** Pinot Grigio. I want the BBB to negotiate with GoPuff to charge me for what I received.

      Business Response

      Date: 12/27/2022

      Hey there *******. We are sincerely sorry for any frustration caused by this situation. Please send us an email regarding this situation and a screenshot of this review to [email protected] so we can look into resolving this situation.

      Kind regards,

      - JB

      Customer Answer

      Date: 12/27/2022

      [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,

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

    GoPuff is NOT a BBB Accredited Business.

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