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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

      3401 K St NW Washington, DC 20007-3544

    • GoPuff

      51 Rathbone St Providence, RI 02908-5610

    • GoPuff

      371 Dorchester Ave South Boston, MA 02127-2430

    Customer Complaints Summary

    • 376 total complaints in the last 3 years.
    • 184 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:11/21/2022

      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.
      My order was over an hour late. I watched the driver circle my house the entire hour. When I asked customer support to contact the driver for me, or perhaps just redeliver the order with someone else, they blatantly lied and said there was a queue of orders before me. They then took back their original statement and flat-out told me they had no way of contacting the driver, even though the order was still in progress. Absolutely horrendous communication from start to finish. GoPuff only wants your cash.

      Business Response

      Date: 11/22/2022

      Hey there, *******. Thank you for reaching out to let us know about this order, as we are sincerely sorry that this has happened. Please let us know more about this order by reaching out to us via email at [email protected] so we can look into this situation and make this right.

      Sincerely,

      Gopuff Support.

    • Initial Complaint

      Date:11/16/2022

      Type:Service or Repair 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.
      GoPuff suspended my account. I contacted customer service, who claimed there was nothing wrong with my account and that she'd pass a ticket with my issue to another team who'll contact me, It's been a month and I never heard back. Every time I try to place an order, I get a message that says " something went wrong", I've attached a screenshot. The only explanation I can think of is the Chase credits. GoPuff has a partnership with ***** bank. They give a $10 monthly credit for each credit card. Placing multiple orders to redeem the monthly credits is within the terms and conditions of GoPuff. If you believe that this violates your company's T&C, please let your legal department contact me. You're misleading us by falsely advertising the ***** credit through the app and emails only to ban our accounts when we try to redeem them. GoPuff also advertised on their app that the prices are not higher than the average, they used something like "never pay more than you should" when, in fact, the prices are marked up 60-100%. Reading the type of complaints filed against this company, I'm surprised they've not been sued "yet".

      Business Response

      Date: 11/17/2022

      Hey there, *****. We are so sorry about the situation with your account. We have looked up your account and it does not seem like u are banned from using our service. Please reach out to us at [email protected] so we can look into your situation and try to resolve the issues you are facing by emailing us at [email protected] with a screenshot of this reviews and details of the issue.  

      Sincerely,

      Gopuff Support

    • Initial Complaint

      Date:11/15/2022

      Type:Service or Repair 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.
      Gopuff advertises a $10 monthly promo for using select chase cards: *************************** I used the promo successfully at first, then the tx codes start showing up as "** ******* **********, *" instead of "GOPUFF". I stopped receiving credits over the last several months. Neither ***** nor gopuff support has been willing to resolve the issue and both have basically said "not my problem". Missing out on roughly $160 worth of statement credits.

      Business Response

      Date: 11/21/2022

      Hey there, *****. We sincerely apologize for any frustration caused by the chase credit issue. Please email us at [email protected] with the phone number connected to your Gopuff account so we can look into this issue. 

      Kindest regards, 

      Gopuff Support.

      Customer Answer

      Date: 12/08/2022




       Complaint: ********



      I am rejecting this response because:

      The issue was not resolved after following their instructions and contacting them ia [email protected]. 

      The tx coding was changed from gopuff to " ** ******* **********, * " and the statement credits that should be applied are not.  This promo is still valid but Gopuff is saying "talk to *****" and ***** is saying "the txs aren't coded as gopuff".  

      Gopuff response:
      We truly apologize for the inconvenience. Unfortunately, we're unable to provide statement credits, as these would need to be applied by ***** customer service. We understand this is not ideal and truly apologize for any inconvenience we may have caused you. If there is anything else we can do for you, or if you have any questions at all, please let us know.

      ***** response:

      *****, I hope you and your family are doing well. I am sorry to learn of your dissatisfaction, and thank you for sharing your concerns with us. Although we appreciate your loyalty, we are not able to honor your request as this would not be fair to other Customers whose accounts were ineligible. Be assured, your feedback has been shared with our Feedback Team. This team is in place to review impacts to the customer experience.

      Please keep in mind that these are offers offered by third party merchants. They set their requirements and they provide the statement credit. ***** is only responsible for posting the statement credit to your account based on the data it receives from its third-party service provider, therefore we are unable to make any adjustment
      to your account on their behalf unless notified by the merchant.

      We feel adhering to the same policy for all Cardmembers is the best way to remain fair and consistent. We hope you will understand all inquiries of this kind are handled uniformly, to ensure the equal treatment of our customer base. We understand this is not the outcome you were looking for, we apologize for any inconvenience this has caused. 

      We responded to this request earlier. Because there is no further action required on the account, we will no longer respond to this specific inquiry.

      If you need any other assistance, you can send us a secure message. We appreciate your business and thank you for choosing *****. Be safe and I hope things get better
      soon.

      Sincerely,

      Patty
      Senior Service Specialist II


      Regards,



      ***** ***

      Business Response

      Date: 12/22/2022

      Hey *****,


      Thank you for your patience.


      We truly apologize for any inconvenience and understand this situation must be frustrating. Unfortunately, we are unable to provide the statement credits as we cannot access *****'s internal systems, and they have to be applied by the ***** customer service team. We understand you've contacted ***** and were sent back to us, but we highly recommend reaching out again with our updated response, as only they can apply the statement credits to your account. We truly appreciate your patience and understanding in this matter and hope this is resolved for you as soon as possible. If there is anything else we can assist with, please don't hesitate to reach out.

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:11/05/2022

      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.
      Gopuff randomly deactivated my account without notice. I am a loyal customer ordering multi times per month. I reach out to customer service multi times requesting information on this matter but they were not able to provide any details and were unwilling to do.

      Business Response

      Date: 11/08/2022

      Hey there, *****. We sincerely apologize for your account troubles. Please email us at [email protected] and include the phone number connected to your Gopuff account and a screenshot or link to this review so we can look into this situation.

      Kind regards,

      Gopuff Support

      Business Response

      Date: 11/09/2022

      Hey there, *****. The reason this account was temporarily deactivated was due to the account being suspected of potential fraudulent activity. The account's information is not at risk as our team is just looking into the account as we have made an appeal for your account to be reactivated. Once our team has looked over your situation they will reach out to you via email and let you know what they decide. Our apologies for any frustration and inconveniences caused.

      Kindest regards,

      Gopuff Support.

      Customer Answer

      Date: 11/10/2022

      [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:

      1. Business is unable to provide an estimated time until resolution 

      2. Business is unable to provide specific details as to what is going on with my account. If I had to guess this has to do with multiple credits being granted due to customer service failures on go puff’s side including damaged items, wrong items delivered, extremely long deliveries. If there is an issue with these, I would expect go puff to reach out to me instead of keeping me in the dark with generic information.  I would like to have a detailed explanation as to what caused my account to be deactivated (not terms like suspicious activity) and then a conversation on how this can be remedied. 

      Regards,

      *****

    • Initial Complaint

      Date:11/05/2022

      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.
      I ordered delivery on 11/1/2022 @7:31pm for $18.00 using the gopuff app in rochester new york. That night the app alerted me that it arrived but i never received the order, it wasnt there. That same night i chat on the gopuff app with a customer service rep and they apologized for the inconvenience and asked me if i wanted the food re delivered or a refund. I chose refund, they asked if i want it back to my bank or app credit. I chose app credit they said it was done and that was all until today 11/5/2022 when i tried making an order and pying with said credits, in the chat i asked for assistance to which the person was rude but he did confirm that i had credits, i left the chat because i felt uncomfortable and tried again with a new person to which they said they couldnt see it or help me, so finally i call and they tell me i never had the credit and since now its been more than 2 hours they cannot help me. This lady on the phone call also said that the chat representative was in that location and that will be in her detailed report. I asked over and over for a confirmation email to be sent and she started laughing. everytime i asked for a supervisor they said no. I asked again for a reciept or proof of this call on an email to which she said no problem but then recited an incorrect email to which i corrected her and she said yeah yeah i assure you. That call ended and then i called apple since i used apple cash to pay but they explained this is a merchant dispute and they directed me here. I just want my initial refund back since that was never fixed, i would like an apology from the company for the treatment I received today 11/5/2022. i have screenshots of the chat conversations and this companys treatment towards me is unfair.

      Business Response

      Date: 11/08/2022

      Hey there, ********. We are sincerely sorry about this interaction, as this is not the customer experience we strive for. Can you please send us the phone number connected to your Gopuff account and the order number for the order that was never refunded to [email protected] via email so we can look into this situation and make this right? We hope to hear from you and appreciate you letting us know about this incident.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair 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 have been a loyal customer to GoPuff for over two years now. They recently have been going down hill, frequently sending damaged and expired goods to my house. The customer service was good for these complaints at first, but yesterday they terminated my account with no explanation and no notice, cancelled my FAM membership without a refund and deleted the $15 in credits and also all my puff points they owed me, Can you imagine buying a movie ticket and then showing up at the theatre and then saying its no longer valid? Absolutely terrible customer service and I plan to refer all my friends to ******** going forward

      Business Response

      Date: 11/08/2022

      Hey there, *******. We are sincerely sorry for any frustration caused and would like to look into this. Please email us at [email protected] and include the phone number connected to your Gopuff account and a link or screenshot of this review so we can look into the account situation for you.

      Kindest regards,

      Gopuff Support.

    • Initial Complaint

      Date:11/04/2022

      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.
      On Nov 4 2022 at approximately 6:50 AM I ordered ordered number #********** to my home ************************ Richmond VA ******** and then promptly went to bed after a long shift at work. I woke up to find my order missing, and upon investigating saw that the driver had delivered to the wrong house and taken a picture of the wrong front door. Every previous order of mine has the correct front door pictured, yet when I spoke with the representative at approximately 10:30 AM she said that because more than 2 hours had passed I could not get a refund. Nowhere on the terms and conditions do I see that they have a 2 hour window. Additionally there should be no 2 hour window for an order that was verified.

      Business Response

      Date: 11/10/2022

      Hey there, ******. Thank you for reaching out to us and letting us know about this. Our sincerest apologies for the delivery issues. We can see that you were sent a re-delivery for Order #********** after calling our customer support line. Please let us know if you have any questions or run into any issues and we will be right there by emailing us at [email protected]. 

      Kindest regards,

      Gopuff Support.

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair 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 received the wrong order, it was order #**********. I would like to request a refund for this order.

      Business Response

      Date: 10/31/2022

      Hi there, *****. Thank you for reaching out to us. Unfortunately we are unable to refund the order as it was placed on 10/20 and we have a 24-policy for returns/refunds. We sincerely apologize for any frustration caused and if you have any questions or ever run into any issues please let us know by emailing us at [email protected] and we will be right there. - JB

    • Initial Complaint

      Date:10/28/2022

      Type:Delivery 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 ordered items from GoPuff today 10/28/22 the delivery driver pulled up to my home smoking weed with a car full of people, once I received my items I noticed that one of my tobacco products were missing i tried to stop the driver but he left. I called the number back and a female started cursing me out I immediately contacted Gopuff support. I feel so violated and disrespected that Go Puff would hire delivery drivers who smoke weed and steal from their customers.

      Business Response

      Date: 10/31/2022

      Hi there *******. Thank you for reaching out to us. This is unacceptable and we're very sorry about this. Please allow us to look into your situation! Send us an email at [email protected] including a screenshot or link to this review and these details as well as the phone number connected to your Gopuff account. We hope to hear from you so we can investigate this situation and make this right.

      Kindest regards,

      Gopuff Support

      Customer Answer

      Date: 10/31/2022

      [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 once they fix the issue, I have emailed GoPuff and sent in the requested information.

      Regards,

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

    • Initial Complaint

      Date:10/28/2022

      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.
      On 10/25/2022, I placed an order with Go-Puff. The total amount of the order was $46.62. The order was delivered to the incorrect and different address than the one on file. I contacted GoPUff on 10/25/2022 about the order NOT being delivered. It took 1 hour for customer service to issue the credit. Go Puff issued a credit for $21.75. On 10/26/2022, I contacted Go Puff again, and they directed me to contact support. They explained that the credit was NOT processed. On 10/27/2022, I reviewed the charges on my ****** account. ****** issued the credit for $46.62 and REVERSED the credit the same day. I have tried to resolve this issue with GO Puff on three separate occasions and still have not received a resolution. They currently owe me $24.87. I have pictures showing that the items were not delivered to my home. I have attached the original bill and the history from ****** showing credits issued and reversed. An example of where they delivered the items to the (***********)correct address on file and correct home versus correct address on file and wrong home. Please assist.

      Business Response

      Date: 10/30/2022

      Hey there, *******. We sincerely apologize for any frustration caused by the missing order. As we can see, you are a longtime supporter and we can not say sorry enough for this situation. The Order # ********* does not match up with your previous deliveries, as you said. We can see that the order was fully refunded on the 25th and will take 3-5 business days to fully process. We have looked into the call and are so sorry for the confusion and frustration caused by this entire experience. We have escalated your interaction with our representative as that is definitely not the experience we want our customers to have. Please reach out to us via email at [email protected] with a screenshot or link to this complaint if you have not received your refund by the 5th business day (Tuesday the 4th of november), as it shows it was fully refunded for 46.62 on our end. We see that the rep has also added a 25 dollar credit to your Gopuff account as well as a 22 dollar credit to your Gopuff account. The credits will last for 30 days once added and can not be used on alcohol or nicotine purchases. We have included a screenshot of your refund below, and please reach out to us at [email protected] with any questions or issues you encounter, and we will be right there.

      Kindest regards,

      - Gopuff Support 

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