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

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.

Initial Complaint
Date:11/21/2023
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.
Go Puff won't stop charging my monthly subscription. I cancelled my subscription, removed my credit card, deleted my account and still get charged. I cannot find a phone number to call. The reason I cancelled is because they stopped servicing my area. What a scam. Please, contact me if you have a customer care team so the chargers can be cancelled.
Business Response
Date: 11/22/2023
Hey ******,

Thank you for reaching out.

We're sorry to hear your card is being charged for our membership program. In order to further assist you, we will need to find this membership manually in our system. Please provide us with the first six digits and the last four digits of the card being charged. We will also need the date of the transactions.

Thank you,
Gopuff Support
Customer Answer
Date: 11/22/2023
[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:
The BBB indicates my reply will be posted publicly and you are asking for my credit card information. Please provide me with a phone number I can call to discuss with a live representative if you need sensitive information.
Regards,

***************************
Business Response
Date: 11/23/2023
Hey ******,
We understand your concerns regarding the sensitive information. Unfortunately, we do not offer support through live calls. However, you can email us directly at [email protected] with the requested information or fill out the form at this link:
***********************************************************************************************************************************************************************.
Once you've done this, please let us know here, and we will follow up with you asap.
Thank you,
Gopuff Support
Customer Answer
Date: 11/24/2023
[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:

I have not received a resolution and cannot believe the company does not have a way to contact them by phone. I completed the online form and await their response.
I cancelled my fam membership and continue to get charged. The reason for the cancellation is the app informed me you no longer serviced my area. I deleted my account and removed my credit card info but I still get charged every month. Sometimes I get charged twice a month. Please refund all charges and stop charging my account for all future charges.
Regards,
***************************
Business Response
Date: 11/27/2023
Hello ******,

Unfortunately, at this time, we were unable to find a membership or the charges with the card information provided. You can dispute these charges with your bank or if you find the information submitted was not accurate or could be linked to another card, you can submit another request with the updated information for us to review again.

Thank you,
Gopuff Support
Customer Answer
Date: 11/27/2023
[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:
I deleted my credit card from my account and still got charged. I could not find a way to contact your company via contact form, email or by phone so I deleted my account with you hoping this would force the charges to stop. Your company continues to charge my account. I attached screen shots from my credit card as proof. You need to find a way to stop charging me. Disputing my charges every month is not a resolution. This type of service will result in a class action.

Regards,

***************************
Business Response
Date: 11/30/2023
Hello ******,

We understand your frustration and apologize for the inconvenience. We've tried to locate the membership again but were unsuccessful. It looks like due to the account deletion and the payment method being deleted, it is causing issues. Unfortunately, in this case, we cannot assist any further and you will have to dispute the charges with your bank. They can also help you change the details of the card that is being charged so these payments stop. We understand this is not the ideal solution and we do apologize for any frustration. If there is anything else we can help with, please don't hesitate to reach out.
Thank you,
Gopuff Support
Customer Answer
Date: 11/30/2023
[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:

its not a solution. They will continue to charge my account forever. My credit card company already said they cannot change the card number and would have to close my account to stop the charges. What kind of scam is this company? No contact options, and they cant stop charging customers?

Regards,

***************************
Business Response
Date: 12/01/2023
Hello ******,

We've been able to successfully locate the memberships. It looks like your last order was on the account with us on 5/20/2023 and your membership started on 12/16/2022. We've gone ahead and refunded you for the following dates on the subscription cycle, as the subscription perks were unused:

05/16/2023 - $7.99
06/16/2023 - $7.99
07/16/2023 - $7.99
08/16/2023 - $7.99
09/16/2023 - $7.99
10/16/2023 - $7.99
11/16/2023 - $7.99

It looks like there was another concurrent membership on your account, which was charging you on the 24th of each month. We've fully refunded the charges for that subscription.

01/24/2023 - $7.99
02/24/2023 - $7.99
03/24/2023 - $7.99
04/24/2023 - $7.99
05/24/2023 - $7.99
We've cancelled the active membership and you will not see any further charges. The refunds mentioned above will be returned to you within the next 35 business days. If you need to contact us, please don't hesitate to use the live chat option in-app or reach out to us on any social media platform!
Thank you,
Gopuff Support
Initial Complaint
Date:11/12/2023
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.
I deeply regret to inform you that I am consistently encountering issues adding my credit cards to my GoPuff account. This problem persists on a monthly basis, and despite my repeated attempts, I consistently face errors preventing me from successfully adding my credit card information. This recurring issue has become a source of significant frustration, as it hampers my ability to utilize GoPuff's services seamlessly. I am committed to bringing attention to this matter until a resolution is reached. I implore GoPuff to address and rectify this ongoing problem promptly, as it adversely affects my experience as a user. I will continue to submit complaints until this situation is escalated, and tangible steps are taken to resolve the persistent challenges surrounding credit card addition on the platform. Your prompt attention to this matter is greatly appreciated.
Customer Answer
Date: 11/17/2023
Yes this is a different issue and I need a response from the business.
Business Response
Date: 11/22/2023
Hey ******,

Thank you for reaching out.

We're sorry to hear you're having trouble with adding your credit card to the app. Could you please send us a screenshot of the error you're receiving so we can further assist you?

Thank you,
Gopuff Support
Initial Complaint
Date:11/04/2023
Type:Product 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.
It is extremely frustrating that you all deliver to an address 4 minutes up the street from me but not at my location. Such a shame. That needs to be reviewed ASAP. Losing money and a loyal customer.
Business Response
Date: 11/07/2023
Hey *****,

We apologize for any inconvenience and understand your frustration. We will be sure to share your address with our team and hope to have it included within our delivery zone in the coming future. If there is anything else we can help with or if you have any questions, please don't hesitate to contact us.

Thank you,
Gopuff Support
Customer Answer
Date: 12/05/2023
Complaint: ********

I am rejecting this response because:

I do not have GoPuff in my area. However a 2 minute walk up the road I will have GoPuff delivery options. I live in a very busy neighborhood and area and I really need this to be fixed. I am a very loyal and supportive customer. I’ve been using GoPuff for years. This is a strange mapping/zoning issue that needs to be looked into.
Contact by the business

Regards,

***** *********
Business Response
Date: 12/11/2023
Hey *****,

We apologize for any inconvenience and understand your frustration. Unfortunately, this is not a zoning or mapping issue and delivery zones are not expanded or moved upon request. Your local facility has a preset zone that addresses and locations fall under where delivery is available; anything outside the zone would not be eligible for delivery. Which is why, when you walk up the road and into the zone, delivery becomes avaliable.
We understand this is not ideal but at this time we can only share your request with the team and hopefully in the future we can expand and be available to you. We appreciate your understanding and patience regarding this matter. If there is anything else we can help with, please do not hesitate to reach out to us.
Thank you,
Gopuff Support
Customer Answer
Date: 12/11/2023
[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 unfortunately this doesn’t revolve my issue. So how can I request my location be added? You also stated that the zoning is already mapped out yet it has nothing to do with zoning? I didn’t understand that.

Regards,

***** *********
Business Response
Date: 12/12/2023
Hey *****,

We appreciate your response! Could you please provide us with your address so we can send this as a suggestion to our team? Please know that while we do share this with the team in hopes of expanding the zone, it does not guarantee if and when the delivery zone will change to include your address.

Thank you,
Gopuff Support
Customer Answer
Date: 12/12/2023
[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: ********

Thank you this is all I wanted,
***** ***** ***** ***. Charlotte, NC *****

Regards,

***** *********
Business Response
Date: 12/13/2023
Hey *****,
We appreciate you providing us with your address. We will be sure to share this with the team and hope we can expand the zone in the coming future.
If there is anything else we can help with, please don't hesitate to reach out. We hope you have a lovely day!
Thank you,
Gopuff Support
Customer Answer
Date: 12/13/2023
[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:11/02/2023
Type:Product 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.
I attempted to place an order on 10/30/2023 from go puff. The order never went through yet gopuff took my money right out my bank account but the items remained in the cart, it never moved forward to the order placed. I immediately reached out to gopuff via chat, they apologized, said this hasn't happened before. Especially never to me in the past when placing orders through gopuff. I was told the funds were refunded back to me and they apologized. I have yet to get my refund back and I keep reaching out to supervisors via their chat and I'm getting no resolve.
Business Response
Date: 11/07/2023
Hey *******,

We apologize for any inconvenience. We've reviewed your transactions in our internal system and do not see any pending or settled charges that were not successfully delivered. The order #********** was placed on 10/30 for $37.32, which was successfully delivered. We do see there were three other attempts for the same amount but they were all declined by your bank and should no longer be pending or on your statement. Let us know if you have any questions.

Thank you,
Gopuff Support
Customer Answer
Date: 11/07/2023
[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:10/23/2023
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 ordered two bottles of wine through the **** **** app for Go Puff. The website promise delivery in 10 to 20 minutes. 45 minutes later I began trying to track the order. There is no way to directly contact anyone at either **** **** or go puff. I had never used the gopuff app before but I'm very familiar with **** **** and have generally been very pleased in the past. This experience however was extremely frustrating. The order eventually was delivered almost an hour and a half after my initial order time. The most frustrating was the fact that I could not contact anyone for any answers. There is a computer generated response on the gopuff app that gives directions how to track an order by going back to the gopuff app but it didn't work. Then after about an hour I decided to go ahead and just cancel the order which I was unable to do on the gopuff app. Something they said is possible to do on the website. I think in the future I will only deal with merchants I can call directly and stay local! I will not recommend go puff to anyone.
Business Response
Date: 10/27/2023
Hey *********,

We apologize for any inconvenience. Unfortunately, when orders are placed through third-party services, we are only able to provide delivery time estimates. However, we'd love the chance to make this right. Could you please send us the phone number used on the order at [email protected]?
Thank you,
Gopuff Support
Initial Complaint
Date:10/21/2023
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.
I am writing to express my profound frustration and dissatisfaction with GoPuff's delivery service, specifically regarding my experience with the ****** promo code for a $100 discount. My ordeal began when GoPuff inexplicably voided this promo code, depriving me of the substantial savings it promised. Despite numerous attempts to resolve this issue, the company has been unresponsive and uncooperative. Furthermore, my ongoing struggles to add a new credit card to my account for making a purchase order have been met with an undue level of complexity and obstacles. I have eight ***** cards, and my intention was to maximize the $10 credit on each one, which GoPuff consistently thwarted by flagging my account. This pattern of behavior raises serious concerns about false advertising and manipulative practices, leaving me highly dissatisfied and seeking the full value I was promised.The voiding of the ****** promo code without explanation or authorization is a clear breach of trust. I had rightfully expected to benefit from a $100 discount, which was a significant factor in my decision to use GoPuff. The company's failure to resolve this issue promptly and effectively has not only resulted in financial frustration but also eroded my confidence in the reliability of the service.Moreover, the ongoing issues related to adding my credit cards to the account are perplexing and unacceptable. As a consumer, I should have the freedom to use my preferred payment methods without undue complications. GoPuff's practice of flagging my account when adding legitimate credit cards from a reputable institution like ***** is both puzzling and detrimental to my user experience.In light of these grievances, I am requesting a swift resolution that restores the full value of the ****** promo code as promised and allows me to add my credit cards to my account without unnecessary impediments.
Business Response
Date: 10/27/2023
Hey ******,

We apologize for any inconvenience. It looks like the referral promotion stopped working as the credits are only valid for 30 days and the ones on your account expired on 10/07/2023. We do see you only had three remaining uses left so we've gone ahead and applied those manually. Just a heads up: the credit does not apply to alcohol or smoke shop items. It will need a minimum subtotal of $22.95 or more to appear and has to be used in 30 days.
We do understand you'd like to maximize the ***** promo credit offer and apologize for the inconvenience. Unfortunately, repeated credit card changes will flag your account and cause restrictions that will need to be approved. We are unable to circumvent or prevent this from happening at this time and would recommend using only a few cards. Please don't hesitate to reach out again if you have any questions or need more help.
Thank you,
Gopuff Support
Initial Complaint
Date:10/19/2023
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.
I made a purchase and some of the items were unavailable. I did not receive those items or a refund. And I would like to know where is my refund? And why does it say that the transaction is still pending? And it has been days? And I would like to receive my refund
Business Response
Date: 10/20/2023
Hey ******,

We apologize for any inconvenience. Could you please confirm the order number that had the missing items so we can look into this for you further?

Thank you,
Gopuff Support
Initial Complaint
Date:10/18/2023
Type:Sales and Advertising 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.
For over a week, the daily spin activity has not been working correctly. I reached out to support and they say they're supposedly working on a fix. I asked about compensation for the week and a half the spins haven't been working. No response. If you have an issue, you should compensate customers. There was no acknowledgment of this issue anywhere on the website. I had to contact customer service who didn't really provide any resolution.
Business Response
Date: 10/19/2023
Hey *******,

We apologize for any inconvenience or confusion. As we work to enhance our FAM membership program, the rewards wheel has been removed. We will be sending out an in-app message during the coming week with more details regarding the changes happening. Let us know if you have any questions regarding this.

Thank you,
Gopuff Support
Customer Answer
Date: 10/21/2023
[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: your own internal support indicated this was a temporary move and that I would be compensated for the points since it was removed with my daily activity. I expect this to be the case.

Regards,

***************************
Business Response
Date: 10/27/2023
Hey *******,

We understand your concerns. Your puff points will be redeemable for rewards until December 31st, as after this date, puff points will be retired. We did go ahead and apply a $10 credit to your account for the inconvenience. However, the wheel reward removal is permanent and will not be coming back so we do apologize for the inconvenience.
Thank you,
Gopuff Support
Customer Answer
Date: 10/27/2023
[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: your customer service stated the exact opposite. It was only removed temporarily for maintenance and would be back shortly. If what you are saying is the truth, you need to tell your outsourced customer service.

Regards,

***************************
Business Response
Date: 11/01/2023
Hey *******,

We apologize for the inconvenience and the miscommunication and will follow up with our team. If there is anything else we can help with, or if you have any questions at all, please don't hesitate to reach out to us. We appreciate your understanding regarding this and hope you have a lovely day!

Thank you,
Gopuff Support
Customer Answer
Date: 11/01/2023
[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: The $10 reward you indicated you gave me is not on my account.

Regards,

***************************
Business Response
Date: 11/02/2023
Hey *******,
We apologize for any confusion. The credit is on your account but it will not show up in the rewards section. You will see it apply automatically during the checkout process. Just a heads up: in order for the credit to appear, you must have a minimum subtotal (before taxes, fees, and tip) of $22.95 of non-alcohol & non-smoke shop items in your cart. Please let us know if you're still having any issues with having the credit populate during checkout!
Thank you,
Gopuff Support
Customer Answer
Date: 11/02/2023
[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: I did that before and it did not work. you must have changed something as it's working now. When does this expire?

Regards,

***************************
Business Response
Date: 11/03/2023
We're glad to hear the credit is working now. It expires on 11/26/2023, 5:36:25 AM!
Customer Answer
Date: 11/03/2023
[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: considering the points go through the end of the year, is it possible to make the $10 effective through the end of the year?

Regards,

***************************
Business Response
Date: 11/07/2023
Hey *******,

We'd be happy to do this for you! Unfortunately, we're having trouble locating your account with the details provided. Is your account still active with us? If so, can you please confirm the phone number or the email address connected so we can have the credit reapplied and extended?
Thank you,
Gopuff Support
Customer Answer
Date: 11/08/2023
[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: My account existed last week as evidenced that I confirmed I had received the $10 credit and after you fixed whatever was wrong, it appeared. Now I can't log in using my phone number or my email. That's a big problem considering I had almost 40,000 puff points, plus the $10 credit!
************
************************************
Please call to expedite this issue.

Regards,

***************************
Business Response
Date: 11/10/2023
Hey *******,

Thank you for being patient. It looks like your account was self-deactivated, which is why we were unable to locate it and why you were unable to login. Your account has been reinstated with the previous credentials and you should no longer have any issues. We've also gone ahead and extended the expiration of the $10 credit and it will expire on 12/31/2023 at 11:59 PM. If there is anything else we can help with or if you're having any issues accessing your account, please let us know here, or for immediate assistance, reach out to us via our in-app chat feature or on our socials!
Thank you,
Gopuff Support
Customer Answer
Date: 11/11/2023
[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: Thank you. Last thing, you used to have support I could contact to get these things resolved, normally quite quickly. Now, you have horrid support, often circles that get nowhere. Why is your support so bad? Do I have to resort to a BBB complaint every time I have an issue in the future?

Regards,

***************************
Business Response
Date: 11/15/2023
Hey *******,

We're sorry to hear your experience with our customer support has been negative recently. We will be sure to pass along your feedback and sentiments to our team so we can make improvements and work to provide better support. If you do run into any other issues and are having trouble with a resolution, you can always ask to speak to a supervisor or DM us on social media. 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: 11/16/2023
[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:10/12/2023
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.
On 10/9/23 I kept getting a message on the go puff app to update my payment information for the fam membership which I was told that it was already paid for for the month of October but I updated my information again and this time I was charged again for my fam membership I told them about it and was told that a refund was issued on 10/12/23 nothing has happened and then I was told that it would fall off my bank account which was a lie because that didn't happen they have lied to me about 7.99 it not right for a company to just lie to you like that it's about the Principles not the amount all I want is my refund and I have to go through this
Business Response
Date: 10/13/2023
Hey ******,

Thank you for reaching out.

We apologize for any frustration we may have caused and understand your concerns. Our goal is to always provide a seamless experience and we will work with our team to make sure we make improvements.

Upon checking your account, we were able to locate the charge but our refund attempts have been unsuccessful. It looks like your bank is declining the refund, so we are unable to process it on our end. We apologize for the inconvenience and would advise you to dispute the charge with your bank directly for further assistance.
Thnak you,
Gopuff Support
Initial Complaint
Date:10/04/2023
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.
This is not the first time I ordered from this company. And my item did not come with rodent bites and feces. I contacted the company and still have a gotten out. Reply back or a response to what is going on. This is not the first time that this. I've happened and based on their other reviews and comments. I believe this places operating. What rodents while providing food to consumers.
Business Response
Date: 10/09/2023
Hey ********,

Thank you for reaching out.
We're extremely sorry to hear that your order arrived in this condition and we take matters such as these extremely seriously. Please send us an email at [email protected] with photos of your order containing feces and rodent bites and we will investigate this further right away. Also, please provide us with the current phone number connected to your Gopuff account in the email. We look forward to hearing from you and making this right asap.

Thank you,
Gopuff Support

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

GoPuff is NOT a BBB Accredited Business.