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
- 376 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:12/23/2022
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.
GoPuff has continued to charge me for a subscription that I requested to be cancelled last month.I spoke with 2 different managers who said they took care of this and I am continuing to be charged.I get the run around, they say they cannot help me, there's no one available, they disconnect the call, etc.I was told my account was deleted, which it seems to have been because I cannot find it-yet I am being charged. Was promised refunds and haven't received them. Got a message this morning saying they needed my address to cancel, then called and waited on hold for 35 min and was disconnected yet again. I need resolution to this matter and cannot get any dealing with them. Please help me. Thanks.Business Response
Date: 12/25/2022
Hi there, *******. We are sincerely sorry for the *** subscription issues. Please email us the phone number connected to your Gopuff account as well a screenshot of this review to [email protected] so we can look into resolving this situation as soon as possible.
Sincerely,
- JB
Customer Answer
Date: 12/27/2022
[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:Each time I spoke with them, they said they did not have an email for me.
I refuse to go round and round with them anymore as they claimed they were going to issue refunds for two months and never did.
Regards,
*********************************Initial Complaint
Date:12/21/2022
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.
I have ordered from "Go Puff" several times. They never provide detailed statements of their charges. They also provide "false advertising" in that they say they will provide "puff points", in exchange for how many orders you make. When you try to exchange your "puff points", this will show up as a charge on your credit card. This company is a "scam" and should be avoided. I do not recommend using this company. Beware at all costs.Business Response
Date: 12/25/2022
Hey there, *****. We are sincerely sorry for any frustration caused.
Please let us look into this situation by emailing us a screenshot of this review and the phone number connected to your Gopuff account to [email protected], and we will get right to looking into your situation.
Kindest regards, -
JB
Customer Answer
Date: 12/27/2022
[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 called GoPuff on December 20, 2022, about some potatoe chips I was trying to order, using Gopuff points. However, they charged my credit card anyway, even though I had Gopuff points to use in order to buy the potato chips. I asked them to refund my credit card which they still have not done. In addition to this, I never receive an itemized statement for other delivery orders, and Gopuff always adds a tip for the driver (without my authorization). Therefore, I have no idea how much I am being charged for each item and how much I am being charged for tips other and delivery fees. This is unfair consumer practices, in my opinion.
Regards,
***********************Business Response
Date: 12/28/2022
Hi there, *****. We are sincerely sorry for any frustration and confusion caused. Please email us any questions or concerns to [email protected] and we will be right there to look into the situation.
Kindest regards,
- JB
Initial Complaint
Date:12/09/2022
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.
Have been holding my money for a week.Called to ask about refund for an order that was 2 hours late and thus not delivered because I fell asleep and it was alcohol.They have held my $36 for a week now saying they issued a refund but my bank says they haven't moved on the transaction. I am ****** they shouldn't be able to do this to people. I want my money back and a credit for the troubles today not anytime later.Business Response
Date: 12/15/2022
Hi, *******.
We sincerely apologize for any issues going on with your refund. Please write to us at [email protected] with a screenshot or link to this review and details of your order so we can look into making sure your refund was processed.
Kind regards,
Gopuff Support
Customer Answer
Date: 12/15/2022
[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: that was a bs response.
Regards,
***************************Business Response
Date: 12/15/2022
Hey there, *******. Can we please have the phone number connected to your Gopuff account or order number for the order so we can look into this right away?
Kind regards,
Gopuff Support
Initial Complaint
Date:12/07/2022
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.
Received a defective item, company refused a refund since it had been more than 2 hours (hours!?!) since delivery. Product was a personal care/beauty item that reasonably would not have been tested within 2 hours.Business Response
Date: 12/08/2022
Hey there, *****. Thank you so much for reaching out to let us know about this issue. Please let us know more by contacting us via email at [email protected] with a screenshot or link to this review and we will be right there to look into your situation.
Sincerely,
Gopuff Support.
Initial Complaint
Date:12/06/2022
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.
This service enrolled me into a monthly subscription with out consent or disclosure. The only reason I found out was looking at my bank statement.Business Response
Date: 12/08/2022
Hey there, *******. We are sincerely sorry for any confusion caused by the unexpected charge. Please let us know more about your situation by emailing us a link or screenshot of this review to [email protected] so we can look into your situation right away.
Kindest regards,
Gopuff Support
Initial Complaint
Date:12/01/2022
Type:Sales and Advertising 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.
GoPuff has been deactivating their customers accounts if they received credits due to issues with their order or referrals. This is unethical and theft. My account was affected and I no longer had access to it. I filed an appeal which they denied. I exercised my consumer rights and requested for my account/data to be deleted. Ive been communicating with their support team on ******* but they stopped responding to me after I requested for an account deletion. I have no access to my account, but Ive been consistently receiving notification that my information was used to sign people up on their platform. GoPuff's referral program allows your code to be used by new customers and in return you will receive credit. However since I am locked out of my account, they are taking stealing all of my rightfully earned credit while still using my code to gain new customers. I want my information deleted off of this platform and I am in the process of taking legal action.Business Response
Date: 12/08/2022
Hey ********,
We understand your concerns and are happy to keep your account deactivated. However, data privacy laws such as the CCPA, GDPR, and UK GDPR are only applicable to California, European, and UK residents. As such, we are unable to process your request at this time. If you have any data privacy questions, please reach out to our data privacy team at [email protected].
For more information, please review our privacy notice: *************************************.
Thank you,
Gopuff SupportCustomer Answer
Date: 12/12/2022
[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:Why does your company refuse to delete my account!? I need a legal reason as to why my account including my payment information and address is being held in your system.
Regards,
*****************************Business Response
Date: 12/15/2022
Hey ********,
We are unable to provide any further information at this time and your account will remain deactivated. Please keep in mind that data privacy laws such as the CCPA, GDPR, and UK GDPR are only applicable to California, European, and UK residents. As such, we are unable to process your request at this time. If you have any data privacy questions, please reach out to our data privacy team at [email protected].
For more information, please review our privacy notice: *************************************.
Thank you,
Gopuff SupportInitial Complaint
Date:11/30/2022
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.
Customer service is horrible. I have been unable to put in any orders and I keep getting an error message both on desktop, ******* and iOS saying that my order could not be processed and to reach out to customer service. I've been told repeatedly that I would be contacted immediately after they fill out a "form" but nobody seems to have a system of keeping track of these "forms." I keep getting the run around and there seems to be no active system in place to track these issues. Ordering from this company is a nightmare! PLEASE FIX THE ORDERING ISSUE!Business Response
Date: 12/04/2022
Hey *********,
We truly apologize for the experience you've had and understand how frustrating this must be. This is not the level of service we strive to provide, and we want to make this right. You should now be able to place your orders again without any issues. Please restart the app and attempt to place an order when possible; if you're still receiving the error, please let us know at [email protected] and we will be right there to assist.
Thank you,
Gopuff SupportInitial Complaint
Date:11/30/2022
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.
I started my accoutn in July 2022 due to the benefit of ***** credit card of $10 statement credit every month. However since 2 months ago, my account was not allow me to place multiple orders and need to wait the next day or two to place. I keep asking the online chat and they said they cant see any issue on my account. Until this month, I placed 3 orders on Nov 28 and they wont allow me to order so I wait one day to try to place order, it only allow me to place one order only. I called customer service regarding this issue and said I would like to cancel the *** subscription since This is very inconvenient for me and the agent said will refund me the $7.95 I wait until today and try placing order again and I am not allow to. I connect with FB customer service and asking the reason, the agent told me that my account was temporary suspended due to terms and conditions. I asked the agent what is the terms and condition, then I got block via ******** messager and could not see their ******** page anymore as I got block. Seems like there is no freedom of speech if we need to make a complain or asked the reason why cant placing orders. Please help me on this situation.Business Response
Date: 12/04/2022
Hey ****,
We truly apologize for the experience you've had and understand how frustrating this must be. This is not the level of service we strive to provide, and we want to make this right. You should now be able to place your orders again without any issues. Please restart the app and attempt to place an order when possible; if you're still receiving the error, please let us know at [email protected] and we will be right there to assist.Thank you,
Gopuff SupportBusiness Response
Date: 12/07/2022
Hey there, ****. We are sincerely sorry for any frustration caused by these ordering issues. We believe we have fixed your account and made it so you can order, but please let us know if you run into any other issues or if it doesn't work by contacting us via email at [email protected], and we will be right there to look into the situation.
Sincerely,
Gopuff Support
Customer Answer
Date: 12/10/2022
[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 do not think the issues has been fixed and I have told you that I can only allow to make 1 order or 3 orders per day. seems like still under limitation. Also I have mentioned several times that how come I am blocked from your official ******** page and ******** messager?? I would like to know why I can not leave negative feedback there and my feedbacks were removed!!!!!!!!!!!!!
Regards,
*******************Initial Complaint
Date:11/27/2022
Type:Delivery 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.
Today, November 27, I placed an order at 11:09 AM with GoPuff. 70 minutes later, the delivery had not even left the dispatch location. This has happened at least 7-8 times in the last month, both to me and other customers. I honestly want GoPuff to either close its doors in NYC and stop wasting the time of its citizens or to shut down as a business completely. It may think it has a monopoly on delivery services, but it’s grown both complacent and deluded as an organization that has horrible delivery service and that overcharges for delivery. I’m beyond disgusted. The CEO should also resign for allowing such gross negligence and mismanagement to continue.Business Response
Date: 11/29/2022
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 your situation and answer any questions you may have?Kindest regards,
Gopuff Support
Initial Complaint
Date:11/24/2022
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.
This company charged me for their membership when I didn't expect it, then upon reaching out the first time I was told that it would be canceled and I would be refunded. After I never got a confirmation text or email, I reached out again and the second rep told me the refund was processed and should reflect on my card within a few business days. Now its been another week and still no refund. I reached out yet again today and this third person said I was supposed to get my money back. So everyone is staying the same thing but the charge is still on my card and I have NO membership. My money was essentially stolen. This is too much of a headache for one of many delivery services. I'm disappointed and tired of companies taking my money.Business Response
Date: 11/26/2022
Hi there, ********. We apologize for any unexpected charges you may have received. Please let us look into your situation by emailing us the phone number connected to your Gopuff account at [email protected] and include a screenshot or link of this complaint so we can look into the charges. We hope to hear from you so we can look into resolving this issue asap.
Kindest regards,
Gopuff Support
Business Response
Date: 11/28/2022
Hey there, ********. We are sincerely sorry that your FAM charge was cancelled but not refunded. We have gone ahead and made sure that refund was processed, and we have attached a receipt of the refund below. Please allow 3-5 business days for the $7.99 refund to be processed; however, it may arrive sooner.If you have any other questions or run into any issues, please send us an email at [email protected], and we will be right there to assist.
Sincerely,
Gopuff Support
Customer Answer
Date: 11/28/2022
[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,
***************************
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