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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:09/28/2023

      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.
      Purchased a charger from them via ********, this past Sunday. I paid $15 for it. The charger suddenly stopped working. I first contacted ******** about this issue, they claimed they couldn't help me because it had been more than 48 hours. This isn't food, so I don't understand that at all, this is an electronic item that should stop working within days. I asked to speak with a supervisor a few times, they refused and kept ending the chat. I have made a separate complaint about them. I then reached out to GoPuff, in which I received a little pushback and they attempted to direct me to ********. Two of their agents said they were loading a $15 credit to my account, in which wasn't showing. The third agent got it loaded and explained that I had to have at least $27 in my acct, in order to use the credit. I had to end up spending $21 to receive a credit, for a faulty charger they sold me. That wasn't cool at all. Why did I have to spend more money, in order to get another charger. Why require me to spend more?! Why not just have another charger delivered or just not sell faulty products from the beginning?!

      Business Response

      Date: 10/02/2023

      Hey *******,

      Thank you for reaching out.

      We completely understand your frustration and apologize that you received a defective charger. This is not at all the experience we want you to have. Due to the order being placed through **** ****, the options for refunds and redeliveries are not available on our end. Our customer service credits do come with minimum subtotals that you must meet in order to use the credit, which is why you had to spend $27.95 or more.

      We do see that you were able to use the credit on a recent order with us and we hope everything went well. Please know that your feedback is extremely important to us and we will be sharing this incident with our team. As an apology for the experience you've had, we will be applying a $25 credit to your account (without a minimum subtotal restriction). This will be available in your account within the next 24 hours. If there is anything else we can help with, or if you have any questions at all, please let us know.

      Thank you,
      Gopuff Support

      Customer Answer

      Date: 10/02/2023

      [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:09/25/2023

      Type:Sales and Advertising 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 automatically signed me up for a subscription service that I didn't confirm them for. when I attempted to contact them the website states that they have no direct contact department and to take the issue up with my bank. the subscription was to the amount or 7.99. I had to cancel my debit card and have a new one reissued.

      Business Response

      Date: 09/26/2023

      Hello *****,

      Thank you for reaching out.

      We apologize for any inconvenience and would like to inform you that we have located the charges for the membership but were unable to process a refund back to your account due to the card being cancelled. You will have to contact your bank for further assistance and dispute the charges. If there is anything else we can help with, please let us know. 

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:09/25/2023

      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.
      On 08/24. I placed an order with go puff ********** is the order number, Im assuming there was a mix up because the order that was delivered didnt have the correct items. I immediately contacted go puff abd was told Id be refunded. The chat was disconnected but I reached back out to ask for a email confirmation only to be told my order wasnt refunded and to be called a lair . The customer service representative tried to gaslight me and manipulate my words. If the order isnt fully refunded Im going to file a chargeback and take go puff to court for stealing I didnt get what I paid for and offered to send video proof through email multiple times

      Business Response

      Date: 09/27/2023

      Hey there,

      We appreciate you reaching out.

      Unfortunately, after looking into this further, we will not be able to provide compensation at this time. We appreciate your understanding and patience. 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

    • Initial Complaint

      Date:09/20/2023

      Type:Service or Repair 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 haven't used Gopuff since 2019. They have stolen money from my account 3 times this year. When I told them they gaslit me. When I showed them my bank statement regarding the charges they told me they would send it through my account. I informed them that I closed that particular card. They told me it went through. That is a lie. This is all through my email. Since then I have tried to contact them but to no avail. I gave them my address to refund me bc I am not going to give them access to my financial account.

      Business Response

      Date: 09/25/2023

      Hey ******,

      Thank you for providing us with this information!

      We are pleased to inform you that we have located the charges and have processed a refund for two transactions of $7.99 back to your account. Please note that it may take 3-5 business days for the funds to reflect in your bank account.

      As for the transaction of $21.09, we were able to locate the related order. We have observed that the reported order originated from and was delivered to the same address you provided to us. (*********************.)

      We encourage you to consider all individuals who may have access to your account information. If any family member or partner has gained access to your login credentials, they may be able to utilize your saved payment information to place an order from another device.

      In the event that you do not have a Gopuff account, kindly reflect upon all parties with whom you have willingly shared your credit card information. It is plausible that they may have utilized your card to place an order under their own account.

      Thank you,
      Gopuff Support

      Customer Answer

      Date: 09/27/2023

      [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:09/13/2023

      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 was locked from GoPuff account with the email **************** and with the phone number ********** with no explanation. I was using the app as intended and was not committing any fraud.

      Business Response

      Date: 09/14/2023

      Hello,

      We have reviewed the information you provided and have confirmed that the temporary hold placed on your account was merited. Your account has been permanently closed, and any attempts to create new accounts will be blocked. We are unable to provide further information about our decision. This concludes our review of your account.

      Kind regards,
      Gopuff Support

      Customer Answer

      Date: 09/14/2023

      [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:
      You did not provide any information why

      Regards,

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

    • Initial Complaint

      Date:09/12/2023

      Type:Sales and Advertising 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 placed an order on GoPuff on 9/8 for delivery in 10 min. I had to leave my house in 20 for an event. After 30 minutes and no order, I contacted customer service who uselessly told me they had no idea where the order was or why it was taking so long. After an hour, the order finally showed up. I was subsequently 2 hours late to my event and arrived when it was ending, so essentially your service falsely advertised delivery times to lure customers in when in reality, the order took 10x the delivery time. That is egregiously unacceptable. This also resulted in ruining my night obviously. On 9/11, I attempted to contact customer service again. There seemed to be a total lack of urgency or accountability from GoPuff. I expect this order to be fully refunded, including tax, tip and your delivery fees. If this is not done, I will no longer be a customer. Im appalled at the lack of customer service with this company.

      Business Response

      Date: 09/13/2023

      Hey ******,

      Thank you for reaching out.

      We completely understand your frustration with the order arriving later than the 10-minute delivery window that was provided. As an apology, we've gone ahead and processed a full refund for your order and you should see the funds returned to you within the next 3-5 business days. If there is anything else we can help with or if you have any questions, please let us know. We hope you have a lovely day!

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:09/05/2023

      Type:Order 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.
      Company keeps charging monthly fee of $7.99 I have been trying to cancel this however website does not allow me to sign in due to my new phone number. The contact phone number does NOT allow me to speak with anyone! The website gopuff provides to email a complaint does NOT work! This company is predatory and unethical! I would like my money back but highly doubt I will get one cent due to their deceitful business practices. Please investigate this criminal enterprise!

      Business Response

      Date: 09/06/2023

      Hello ****,

      We have processed the cancellation of the membership associated with your account and issued a refund of seven $7.99 transactions back to your account for the unused month. It takes additional time (up to 5 business days) for your financial institution to make funds available in your account.

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:08/15/2023

      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 bought six packs and one of the beers was missing

      Business Response

      Date: 08/17/2023

      Hey *****,

      Thank you for reaching out.

      We're so sorry to hear you were missing one of the ***** ******* ***** ***** 6 packs from your order. We've gone ahead and processed a refund for $13.49 back to your original payment method. You should see the funds returned to you within the next 35 business days.

      If there is anything else we can help with or if you have any questions, please let us know. We hope that you have a lovely day!

      Thank you,
      Gopuff Support

      Customer Answer

      Date: 08/17/2023

      [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:08/14/2023

      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 have been charged monthly by Gopuff for a subscription I did not intend to procure. After reading the TOS  I understood how I ended up subscribing. I then read about how to cancel the subscription. I went through all the steps outlined by the business to cancel my subscription (which the business claimed would end all future charges). After confirming the cancellation was successful in July of 2023 I have been charged yet again on 8/14/23. At this point I would like a refund and for my subscription to officially be cancelled and for my billing information to be removed from Gopuffs data base. Gopuff is using shady business practices and it should not be allowed any longer.

      Business Response

      Date: 08/15/2023

      Hey *******,

      Thank you for reaching out.

      We're so sorry to hear you've been charged for a subscription again, even though you cancelled it in July. This is not at all the experience we strive to provide, and we would be happy to assist you. Can you please provide us with the phone number connected to your account so we can look into this further?

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:08/11/2023

      Type:Product 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.
      On 8/11/2023 in the afternoon I had placed an order with this service for an energy drink and a bag of chocolates. It looks they ran out of the energy drinks and did not offer a replacement and just went ahead and sent the order which came up to be $5.49 for the subtotal $3.95 Delivery fee an outrageous $4.95 small order fee 0.84 tax and 2.49 tip making it a total of $17.72 But my card was charged $18.55. I reached out to customer service to chat, explaining the issue to a first representative by the name of ********************** understood and offered a $5 dollar credit and when I refused she offered an extra $5 I refused explaining that I wanted to return the items and cancel the whole order. She transferred me to another representative who offered $5 dollars and refused to cancel my order. I made clear it is unfair to pay 18.55 to get a back of chocolates delivered and asked how I could escalate my complaint. She offered a manager callback. However the agent refused to provide the Manager s name who would be calling me back and also refused to provide the name of the supervisor who would assist. I believe this is a total ripoff and disrespectful to all customers who use this type of service I am 100% sure other companies like ****** or **** even ********* have better policies. Lastly, the last representative ******** ended the conversation abruptly without allowing further discussion to be made. I would like this to view reviewed because I am under the impression they might be violating policies and regulations by the way they are running their business.

      Business Response

      Date: 08/14/2023

      Hey *****,

      Thank you for reaching out.

      We sincerely apologize for the experience you've had with us recently. This is not at all the customer service we strive to provide, and we completely understand your frustration with not being made aware of the changes made to your order. We've gone ahead and submitted a full refund for your order, and you should see the funds returned to you within the next 3-5 business days.

      We truly feel terrible that you had to experience this, and as an apology, we've gone ahead and applied a $20 credit to your account. Just a heads up: the credit does not apply to alcohol or smoke shop items. It also expires in 30 days, and you will need a subtotal of $32.95 or more for the credit to appear at checkout. We truly hope you can give us a second chance, and we look forward to delivering to you soon. We hope you have a lovely day!

      Thank you,
      Gopuff Support

      Customer Answer

      Date: 08/14/2023

      [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,

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

    GoPuff is NOT a BBB Accredited Business.

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