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.
- 184 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:10/06/2022
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.
10/6/22 I had an unauthorized charge of $5.95 come out of my account so I contacted Gopuff. At first I was told I had subscribed to the FAM subscription. Knowing I hadn’t, I asked for it to be looked into further. After coming to the conclusion with the associative that I had never signed up for the subscription, she refused to refund me to my bank account. I asked to speak with someone else or have the issue escalated and that was also refused. I was told to contact my bank, even though Gopuff delivered the charge and was 100% aware it wasn’t supposed to be pulled out in the first place. They comment back to these reviews as if they are going to solve the problem but the issue just continues. They will never get another penny from me and I demand to be refunded.Business Response
Date: 10/07/2022
Hey there, ******. We are sincerely sorry for the frustrations we have caused with the Fam subscription. Please email us the phone number connected to your Gopuff account to [email protected] so we can look into this situation and make it right.
Kindest Regards,
- Gopuff Support
Initial Complaint
Date:09/24/2022
Type:Delivery 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.
False Promises and Useless Customer Service. I put in an order that said 20-30 minute delivery. Then that time passed and I didn't get an update. I contacted customer service and they said kept changing between my order was out for delivery and it hadn't even been packed up yet. The dashboard delivery time didn't update until my order was late 15 minutes. My order should have been delivered between 1247-1252. It finally showed up at 220 while customer service still wasn't sure where it was. Their menu still offered 20-30 minute delivery throughout this. When I asked for a supervisor, they either deflected my question or flat out said the supervisor wasn't able to help. They constantly asked if I was still there and sometimes tried to dismiss the chat after I asked a question they didn't want to answer. Or they would drop a canned response that had nothing to do with my question. This was by far the worst customer service experience and then only offered me a coupon for my next service. What next service? If it takes two hours, and all my concerns will be ignored, why would I order from them again. Absolutely the worst experience I've ever had.Business Response
Date: 09/27/2022
Hey there, ******. Thank you for reaching out to us. We are sincerely sorry for any frustration caused. Please send us the details of your late delivery via email to [email protected] so we can look into your situation and improve our service. - JBBusiness Response
Date: 10/05/2022
Hey there, ******. We are so sorry for this whole situation. Our sincerest apologies for the rep not connecting you to a manager as well as the inaccurate delivery times. We have waived the delivery fee for the order and you will receive a refund for the fee in 3-5 business days. If you ever need any assistance or have any questions, please reach out to us at [email protected] and we will be right there to assist.
Kindest regards,
Gopuff Support
Customer Answer
Date: 10/08/2022
[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,
*****************************Initial Complaint
Date:09/18/2022
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.
Fraudulent charges to my bank card in this company's name appeared on my account for two separate charges. My bank is disputing and I'm getting a new card. I've never used this company.Business Response
Date: 09/19/2022
Hey there, *******. Thank you for letting us know about this. We sincerely apologize for any frustration caused. Please make sure you get a new card and that the charge is disputed with the bank if you did not place the order. If you have any questions or concerns, please let us know by emailing us at [email protected] and we will be right there.
Kindest regards,
- Gopuff SupportInitial Complaint
Date:09/13/2022
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.
August 9th, 10th, and then on the 18th GOPUFF PA attempted to charge my account but was flagged by my bank as fraudulent activity, both on Aug 9th and Aug 10th, the charge was denied. Before this situation, I've never heard of them before. Then on the 18th, they charged my account again, this time successful for $37.86. This is a fraudulent charge!Business Response
Date: 09/13/2022
Hi there ****. We apologize for any frustration caused. Please dispute the charge with your bank and have them investigate the situation if you did not place the order. If you have any questions or concerns please let us know at [email protected]. Thank you for reaching out to us. We sincerely hope that this issue gets resolved.
- Gopuff Support
Initial Complaint
Date:09/06/2022
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 got a charge on my card for $148.12 from gopuff and Ive never used that app before or bought anything off of it.Business Response
Date: 09/10/2022
Hi *******, Thank you for reaching out to us. Please dispute that charge with your banking institution so they can void the charge and investigate the situation. We sincerely apologize for any frustration caused and hope this issue is resolved soon.
Kindest regards,
Support GopuffInitial Complaint
Date:09/05/2022
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.
My Gopuff account is registered under the phone # ************ and email address ****************** On 8/22/22, I referred *************, who signed up for Gopuff with the phone # ************. For each referral, I should have received $30 credit and ************* should have received $30 credit. Neither of us received the $30 credit.Gopuff informed us that the referral program didn't work with my ****** voice # ************. This exception is not stated anywhere in the referral program terms and conditions. Furthermore, I have completed several purchases and received calls from Gopuff drivers at my ****** voice # ************. There is no reason for Gopuff to deny the referral credit for using a ****** voice #. I request that $30 credit be deposited to my account and another $30 credit be deposited to ***************** account.Business Response
Date: 09/10/2022
Hey there, *****. We sincerely apologize for any frustration and confusion this may cause. We are not able to add credits or coupons to accounts made with third-party phone carriers, such as the one you are using. To read more about the referral terms and conditions, please visit ************************************.
Kindest regards,
Support GopuffInitial Complaint
Date:09/04/2022
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 went to check my bank account and I saw that there was a random bill for a purchase I never made. It says I was charged on "September 6th." Can I have my money back?Business Response
Date: 09/05/2022
Hi there, ***. Thank you for reaching out to us. We sincerely apologize for any frustration caused. Please dispute the charge with your bank if you did not place that order so they can resolve the issue with our refund specialists. We are so sorry for the inconvenience and if you have any questions, please let us know at [email protected] and we will be right there. - JBInitial Complaint
Date:08/31/2022
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.
Well I received an order that smelled like a person that doesn't shower of peach ring ****** candy. Then when I went to notify the company I saw a smiley face that also suggested that the smell was coming from my son who I haven't seen since 2020 who is 13yo. It smelled like the smell that was on me for the nearly six months I spent in jail from 2021-2022 after being abused in my sleep, can you'll remedy the situation by monitoring the quality of the products. They often taste great but have other issues.Business Response
Date: 09/01/2022
Hi there, *******. Thank you for reaching out to us and letting us know about the food quality issue. Can we please have the phone number connected to your Gopuff account so we can forward this feedback to our team and use it to improve our service? If you ever have any questions or need any assistance, please reach out to us at [email protected] and we will be right there. - JBInitial Complaint
Date:08/05/2022
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.
July 29th 2022, I was charged 66.94 on my ***** debit card. I never made this transaction. I never heard of GOPUFF, and definitely have never bought anything off them. I contacted ***** and they have refused/denied my dispute claim 3 times? It really is unbelievable. 66.94 vanished, and absolutely no one can help me. Attached picture, shows I deposited funds at my local *** store, here in RAMONA CA *****. IN WHICH I NEEDED MY Card to do so. ID LIKE SOMEONE TO INVESTIGATE WHERE AND HOW MY CARD WAS RAN TO INCCUR THESE CHARGES, AS IT WAS NOT ME.Business Response
Date: 08/07/2022
Hi there, *******. We are so sorry for any frustrations caused. It is imperative that you to contact your bank and dispute those charges and after that contact us at [email protected] so we can have a refund specialist look into the situation. We hope to hear from you soon so we can investigate the situation. - JBCustomer Answer
Date: 08/07/2022
[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,
*************************Initial Complaint
Date:07/28/2022
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.
I ordered through GoPuff and never received my order; although my order status says delivered. My bank account was charged twice for order never received. The price was $16.73 and the second charge was $4.99. This occurred on 7/27/2022Business Response
Date: 07/31/2022
Hi, ******. We are so sorry about this issue. Please write to us at [email protected] and please provide more information, such as the type of card used and the last 4 digits of the card, so we can have a refund specialist look into this situation.
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