Complaints

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

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• 

  GoPuff

  537 N 3rd St Philadelphia, PA 19123-2936

• 

  GoPuff

  454 N 12th St Philadelphia, PA 19123-3762

• 

  goPuff

  1030 Cromwell Bridge Rd Towson, MD 21286-3308

• 

  GoPuff

  2720 Broadbent Pkwy NE Albuquerque, NM 87107-1628

• 

  Go Puff Food Delivery

  770 N Coit Rd Richardson, TX 75080-5426

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.

• Initial Complaint

  Date:01/01/2024

  Type:Service or Repair Issues
  Status:

  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 496$ from go puff most of the items did not come I reported this to their live agent they app support I was told they were issuing me remind I waited than after 4 days I contacted them again which they said contact my bank they sent my refund already so two weeks go by I messaged again they said same thing then when I messaged fir the third and last time the lady was rude said it had to be approved I said wait thats not what youre employees told me on multiple occasions she than said oh well an ended the chat I showed her screen shots of the messages that **** I was being refunded

  Business Response

  Date: 01/02/2024

  Hey ******,
  
  Thank you for reaching out.

  We apologize for the delay and any confusion. We do see that a refund request was submitted for the orders due to missing items. These refunds still need to be approved by our secondary internal team before they are processed.

  During our investigation, we saw that a successful pin code was provided for both orders, and all items were promptly scanned by the driver. In this case, we will not be providing any compensation for the missing items. We appreciate your patience and understanding and we hope you have a lovely day!

  Thank you,
  Gopuff Support

  Customer Answer

  Date: 01/02/2024

  [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:

  GoPuffa Customer Support repeatedly told me on three different occasions my Refind of 329$ was successfully processed there was nothing said about it had to be approved y’all are lien I find it ridiculous you’re young against what YOUR COMPANY TOLD ME NUMEROUS TIMES I WANT MY MONEY REFUNDED MY ITEMS WERE MISSING I ALSO HAD A PROBLEM WITH THE DELIVERY GUY I WAS SUPPOSED TO HAVE *** TOYS MY FIANCÉ OPENED OUR HOTEL DOOR HE’S TRYING TO LOOK IN AT  ME ON MY BED
  
  SECOND ORDER SAME DELUVERY GUY ASKED WHERE MY FIANCÉ WAS I SAID HE’S NOT HERE AT THE MOMENT HE MADE A SEXUAL COMMENT IM BEUOND PISSED ABOUT THIS WHOLE SITUATION YOU’RE COMPANY SUPPORT CHAT PEOPEL ROLD ME FOR TWO WEEKS MY REFUNDS WAS SUCCESSFULLY PROCESSED 

   Regards,
  
  ************ *******

  Business Response

  Date: 01/03/2024

  Hey ******,
  
  Thank you for reaching out.
  
  We apologize for the inconvenience. However, we've reviewed the details and the information provided and we will not be providing the requested compensation. Please note that this decision is final and we will be unable to provide any further assistance with the requested compensation.

  We're sorry to hear about the experience you had with your driver and we take these matters seriously. We will escalate this incident to our driver support team, who will investigate it further. Please let us know the details of the comment made by the driver and we will provide this information to our team.

  Thank you,
  Gopuff Support

  Customer Answer

  Date: 01/03/2024

  [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:

  im contacting my attorney its ******** y’all told somebody two weeks my refund was already approved and processed successfullly anc the fact that your employee driver tried looking my room knowing I wasn’t dressed while my fiancé was getting the bag from him plus he  made the sexual comments and for that I’m suing there will be no go puff mark my words
  
    All y’all had to do was keep your word on my refund so what business guarantees and promises for two weeks the money was already refunded then turns around on third week and lies 

  Regards,
  
  ***************************

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  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.

  Subject: Unjust Closure of My GoPuff Account Dear Better Business Bureau, I hope this letter finds you well. I am writing to express my deep concern and frustration regarding the sudden closure of my GoPuff account without any apparent reason. My account holds several rewards, and I currently have an active GoPuff membership for the next three months. What's particularly disconcerting is that amidst early reports of accounts being closed with multiple cards associated, my account has never been linked to more than one payment method. I have adhered to all terms and conditions outlined by GoPuff, and I have not initiated any refund or dispute for any of my orders. I kindly request your assistance in investigating this matter and seeking clarification from GoPuff on the grounds for terminating my account. The lack of transparency in this process is both baffling and concerning, especially considering the financial investment I have made in the form of a three-month membership. I appreciate your prompt attention to this issue and look forward to a resolution that not only reinstates my account but also provides clarity on the circumstances leading to its closure. Thank you for your time and assistance. Sincerely,

  Business Response

  Date: 01/02/2024

  Hey ******,
  
  Thank you for your patience.
  
  We're sorry to hear you're having an issue with your account. Could you please provide us with the phone number connected to your Gopuff account?
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:12/27/2023

  Type:Delivery Issues
  Status:

  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 dec 24 2023 I ordered a 1.75 bottle of **** ****** and a 12 pack of ***** **** beer. They only delivered the beer and charged my bank $69.93 as my bank statement showes . The price for the beer is only 37.41 as shows on the order details. They need to give me the 1.75 bottle of **** or my money back and they wont do nothing. My order number **********. I clearly have proof that they charged my bank. They are stealing money from me . They have bad customer service and will not do anything about it. How can they get away with this? Help me As of today they have taken 37.41 out of my bank and 50.12 out of my bank. the 50.12 i never got that order

  Customer Answer

  Date: 12/28/2023

  Gopuff reached out to me and said they will fix the problem. we will see . thank you and sorry for using you time

  Business Response

  Date: 12/28/2023

  Hey *****,
  
  Thank you for reaching out. 

  We apologize for any confusion and understand this must be frustrating. We've reviewed your order #********** and can confirm the only item on Order #********** was the ******* Brewing ***** **** IPA 12pk 12oz Btl. It looks like the ********************* Especial Silver Tequila 1.75L (80 Proof) was removed due to being out of stock.

  When an item is out of stock, the original charge will fall off and be replaced by the adjusted charge in 24-48 hours. If you are still seeing the original transaction for $69.93, please contact your bank for further assistance, as we can confirm it has been adjusted in our system.

  The transaction of $50.12 did occur for Order #********** on 12/17/23. We've reviewed the order details and an ID scan matching previous scans was successfully completed so we will not be able to compensate for the missing order. 

  Thank you,

  Gopuff Support

• Initial Complaint

  Date:12/24/2023

  Type:Service or Repair Issues
  Status:

  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 complaint is with GoPuff. I have used their services several times and at one point had a subscription with them that costs $7.99/month. I noticed earlier this year that they were still charging my ***** every month for this subscription. I was no longer using their services so I decided to cancel my subscription. I had a very hard time doing that and when I finally got them on the phone they told me I should not cancel it and use it instead. It took a lot of convincing to get them to cancel my subscription. I thought it was over but sure enough the next month I saw that they were still charging me $7.99. I talked with ***** and tried to get them blocked from charging me on there anymore but ***** said I would have to contact GoPuff and resolve my problem with them. They are nearly impossible to get ahold of and when I do they assure me they will not charge me again for another month and they do not give refunds of any kind. It has been nearly a year of this. $8/month for almost 12 months. I don't want to cancel my ***** account but idk what else to do. I'm wondering if I am the only person they are doing this to or if this is how they are staying in business. Them charging me has caused me to overdraft my checking account several times which costs me even more money. I dont want them to get away with taking advantage of people.

  Business Response

  Date: 12/26/2023

  Hey *******,
  
  Thank you for reaching out.
  
  We apologize for any inconvenience and understand this must have been frustrating. We were able to locate an active membership that was connected to the Gopuff account with the number ************. Our system shows that your last order on the account was on 4/10/23 and the membership started billing you on 4/24/23 after the free trial expired. We've gone ahead and cancelled the subscription and no further charges will occur.
  
  It looks like there were a total of nine transactions of $7.99 that were charged to you since the membership began. We've been able to process a refund for six of the nine transactions for $7.99 and you will see the funds returned in 3-5 business days. Unfortunately, we are unable to process a refund for the transactions that occurred on 04/24/2023, 5/24/2023, and 6/24/23.
  
  Venmo will not allow us to process these refunds, as they require any refunds to be processed within 180 days from the date of the sale. In this case, you will need to dispute the three charges either with your bank or reach out to Venmo for further support. Let us know if you have any questions!
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  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.

  The company “GoPuff” is using discrimination and picking and choosing when they will except my photo ID from from the West Virginia Division of Motor Vehicles. I currently have the TEMPORARY RECEIPT IDENTIFICATION FORM from the DMV, along with the receipt form showing payment, time, and date. The from states that this document expires in 60 days from the issue date. My ID issue date is 12/14/2023. GoPuff has excepted and typed this info into their system plus taken photos of my Temporary ID twice since I’ve received it. First time GoPuff excepted my ID was on 12/15/2023 at 12:31 AM. The second time GoPuff excepted my Temporary ID was on 12/17/2023 at 7:43 PM. The first time, I got no questions, the driver entered my info and took a photo no problems. The second time, the driver had to take a moment to figure out how to enter the information before taking a photo of my Temporary ID. If GoPuff would have never excepted my valid Temporary ID, or if my Temporary ID exceeded the 60 day expiration date, I would understand being denied my order. This man that was at my door showed extreme discrimination against me being a woman alone and living in HUD housing, therefore using judgement against me buying nicotine and alcohol products, refusing to except my identification all of a sudden. Customer service only redirects me and repeats prewritten statements that don’t address my concerns and mistreatment. I hope some Justice will actually be done. I am 34 years old with a valid ID and no one should have to go through any form of discrimination.

  Business Response

  Date: 12/22/2023

  Hey *****,

  Thank you for reaching out.

  We apologize for the recent experience you've had and understand the confusion this may have caused. Unfortunately, temporary I.D.'s are not an acceptable form for receiving orders containing restricted items. We understand you've had two previous orders where the temporary I.D. was accepted. This is an error on our end and we will escalate both incidents so our team can investigate and make sure it does not occur again. The transaction for your order on 12/20/2023 was voided and you should see the charge fall off in 24-48 hours.

  Please know that due to our policies, if an order is placed without a valid I.D. being available, it may potentially not qualify for a refund if it has to be cancelled. We've provided a list of acceptable IDs below for your information and that you can use when placing orders that are restricted. Once again, we truly do apologize for the inconvenience, as we understand it must be confusing and frustrating to have the temporary ID accepted on previous orders but denied on the most recent one. We will be working with our team to make sure it does not happen again.

  ACCEPTABLE ID:

  1. Drivers License 
  2. State ID (From the state in which the order was placed)
  3. US-issued passport
  4. US-issued visa
  5. US-issued permanent resident card 
  
  For any ID to be considered valid, it must be current and not expired. Some examples of unacceptable I.D.'s include: temporary driver's licenses; non-photo driver's licenses; birth certificates; and school or work I.D. cards. Unfortunately, at this time, we cannot accept U.S. military IDs due to laws that prohibit photo-capturing them. 

  Thank you,

  Gopuff Support

  Customer Answer

  Date: 12/22/2023

  [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:12/19/2023

  Type:Delivery Issues
  Status:

  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 hope this message finds you well, although I must express my extreme disappointment and frustration with the recent experience I had with your service. Today, I placed an order at 3:30 PM, and everything seemed to be on track, with the order only 5 minutes away from delivery. However, to my astonishment, the order was suddenly canceled. Understandably, I immediately reached out to your support team for assistance. What followed was a series of frustrating transfers and a considerable amount of time wasted trying to resolve the issue. The resolution provided was far from satisfactory. I was informed that I would need to reorder, despite the inconvenience caused by the cancellation. Given the rush hour and the driver's multiple orders, the new estimated delivery time is now 5:30 PM, resulting in a two-hour wait. This situation is unacceptable, and I find it deeply troubling that the resolution involved no accountability for the error and left me, as the customer, to bear the brunt of the consequences. The treatment I received during this process was dismissive, and the lack of proactive solutions was disheartening. I insist on a full refund for my order, considering the substantial inconvenience, time wasted, and the subpar customer service experienced throughout this ordeal. I believe that as a customer, I deserve better than the "deal with it" treatment I received today. I expect a prompt response and resolution to this matter. Your attention to this issue is crucial in maintaining my trust in your service.

  Business Response

  Date: 12/20/2023

  Hey ***,

  Thank you for reaching out.

  We're sorry to hear about the experience you've had with your most recent order and can understand how frustrating that must have been. As an apology, we've gone ahead and processed a refund for the order. The funds will be returned to your original payment method in 3-5 business days. If there is anything else we can help with, or if you have any questions at all, please let us know. We hope you have a lovely day! 

  Thank you,
  Gopuff Support

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  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.

  Go Puff has tried several times to charge my credit card in the last 12 hours. I have never done business with this company. Fortunately, my credit card company blocked each transaction. Go Puff needs to be made aware what is going on. As a result, I had to cancel my card. Now I have to change payment option on every (a lot) vender I use this card. ARGH!!!!!!!

  Business Response

  Date: 12/20/2023

  Hey ***,
  
  Thank you for reaching out.
  
  We're sorry to hear you received unauthorized charges on your card. It seems like your card details have been compromised and are being used without your authorization. We do appreciate you letting us know and we are sorry to hear about the inconvenience this has caused you. Since your bank has been able to block the charges and cancel your card, you should not have to worry about further charges. If you do happen to see any transactions settle, please don't hesitate to reach out to us at [email protected]. If there is anything else we can help with, please let us know. We hope you have a lovely day! 

  Thank you,
  Gopuff Support

  Customer Answer

  Date: 12/20/2023

  [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 somewhat satisfactory to me. My card was hit several times, so I hope this will create a red flag in Go Puff's system to keep this from happening again.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:12/04/2023

  Type:Customer Service Issues
  Status:

  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.

  Tried to order a ***** USB-A to USB-C converter for my DJ board. Instead was sent a USB-C 3 inch extension cord like that's going to do anything?? I can't believe that item even exists, how is that going to help anyone? I contacted support about sending me the wrong item, they refused to do anything. So a lot of my hard earned money down the drain and zero customer service.

  Business Response

  Date: 12/12/2023

  Hey there,
  
  Thank you for reaching out.
  
  We're sorry to hear you received the incorrect item in your order and understand this must have been frustrating. A full refund has been processed back to your original payment method and you should see the funds in 3-5 business days. If there is anything else we can help with, please don't hesitate to reach out.
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising Issues
  Status:

  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 can not cancel my subscription. They charge 7.99 a month. I do not use the service, nor can I get logged on or get a code texted to me to get into my account. I did use them when I had Covid and as soon as I attempted to cancel my subscription they blocked my access to my account.

  Business Response

  Date: 12/01/2023

  Hey *******,
  
  We have processed the cancellation for the membership so you will not be charged again and we have also issued a refund to your account for the unsued months. It takes additional time (up to 5 business days) for your financial institution to make funds available in your account. Your account has also been permanently closed. Please don't hesitate to email us at [email protected] if there is anything further we can do to assist you.
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:11/27/2023

  Type:Delivery Issues
  Status:

  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.

  On 11/26/2023, I created a GoPuff account and placed an order. Later in the day, I placed another order and my account was permanently closed for no reason.

  Business Response

  Date: 11/30/2023

  Hey *****,
  
  We apologize for any inconvenience caused. It looks like your account has been restricted, which is why you were receiving the error. Unfortunately, we don't have further information on the restriction. However, we've escalated your email thread to our Account Review team, who will manually review the account and make a decision on whether it will be reactivated. If there is anything else we can help with, please don't hesitate to reach out again.
  
  Thank you,
  Gopuff Support

  Customer Answer

  Date: 12/08/2023

  [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,
  
  *****************