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

  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

• 

  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:07/02/2023

  Type:Product 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 have placed several orders trying to accrue points that I would be able to use to redeem free items, as the app makes it clear you will be able. I was not informed anywhere that I would not be able to redeem my points that I have earned, by spending money through the app, while I am using a coupon. I have also joined the premium gopuff option to get even more points. As it currently is, I have absolutely no use for the rewards points I have accrued by making these purchases as using them is a net negative and would cost me MORE money. I have suggested several solutions to this problem with 3 levels of employees through customer support, with no solutions being given to me, and i do have recordings of the chat while i told them i was documenting everything. These solutions were to add a $5 credit to my account so I may get the item I have redeemed my points for (my points were also used and I had no option to undo this), provide points so I may redeem a reward that would no be a negative to me (in the form of 70k to get to the level of $20 off), or a refund for the orders I have placed with knowledge I had about these points. Not only were they not willing to provide any solutions, they were also rude and ended the chat while the issue was not fixed, and while I was speaking. I am hereby requesting a proper solution to this, and requesting a refund for orders, numbers below, I have placed, totalling $61.23.#********** #********** #********** #**********

  Business Response

  Date: 07/04/2023

  Hey ******,

  Thank you for reaching out.

  We apologize for any inconvenience. Due to the current way stacked credits, promotions, and discounts operate within our system, you would be unable to use a redeemed reward with any existing discounts or promotions on your order. Unfortunately, we would also be unable to offer a refund for any order that you have placed in an attempt to accrue points, as this is how the rewards are supposed to operate.

  However, we do understand your frustration and would like to either offer to apply a $5 credit to your account or you can place an order using your existing promotional credit and add the monster-energy-16oz to your cart, and we can process a one-time refund for the item for you once the order has been placed. Just a heads up: you can also refund the redeemed reward in-app and receive the points you spent back to your account by navigating to "My Rewards" and clicking on the active reward. What would you prefer?

  Thank you,

  Gopuff Support

  Customer Answer

  Date: 07/05/2023

  [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:

  That is simply not an acceptable solution, nor does it solve anything. The remaining points beyond the odd work around you are suggesting would remain absolutely pointless.

  Once again, nowhere does it state you cannot redeem rewards while using a coupon. The logical and obvious thing to happen would be the item zeros out in the cart, if your app is really coded that poorly as to think a redemption reward counts as a coupon. 

  The bare minimum I am willing accept for this that I think is fair would be 70k points added to my account, which would allow me to use the "$20 off my next order" which is the only mildly useful one under the self-admittedly broken system you have, and even that is laughably pitiful given I'd still have to pay service fees on top of it.

  Beyond that, I would once again request a refund for my orders as previously stated. 

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

  Business Response

  Date: 07/09/2023

  Hey ******,
  
  Thank you for your response.
  
  We've gone ahead and added the 70,000 puff points to your account, and your balance should reflect this total now.
  
  Please keep in mind that redemption of any rewards will not stack with existing credits, promotions, or in-app discounts. If there is anything else we can help with or if you have any questions, please don't hesitate to reach out to us at [email protected]. We hope you have a lovely day!
  
  Thank you,
  Gopuff Support

• Initial Complaint

  Date:07/02/2023

  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.

  I didn’t want to file this complaint but Gopuff constantly hires extremely lazy and incompetent representatives who can’t assist with simple issues. I’ve been using gopuff for some time but not often. Very rarely do I place orders. Because of the confusion of their app setup I was charged $7.99 for a subscription service I don’t need nor did I want to be charged for. I reached out and spoke to a woman named ***** ** who claimed I needed to speak to a supervisor for a resolution and transferred me with no additional information. A “supervisor” named ******* *** *. joined the chat and made me repeat my entire issue again just to state he doesn’t know how to help and went to transfer me yet again. Instead of transferring me he got upset and ended the chat because he doesn’t know how to do his job. I’m convinced none of these workers actually do any work and are just there to be dismissive of customer issues. If I have to dispute this petty charge with my bank I will but it’s ridiculous to go through all this for something so basic and makes me not want to order with them in the future. It’s not worth this hassle.

  Business Response

  Date: 07/04/2023

  Hey ***,

  Thank you for reaching out.

  We apologize for any inconvenience we have caused and want to reassure you that we will forward your feedback to our team so we can make sure this does not happen again. We were able to find the subscription and process a cancellation for you along with a refund for the charge. You should see the funds returned to you within 3-5 business days. If there is anything else we can help with or if you need further assistance, please let us know.

  Thank you,

  Gopuff Support

  Customer Answer

  Date: 07/04/2023

  [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:06/27/2023

  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.

  I complained because my order came smelling like the driver had smoked a pack of cigs in the car and I have asthma and cigarette smoke smells terrible on your food items anyway. I filed a complaint. They shut my account down for suspicious activity this company has terrible customer service and dont listen to people like myself that have spent thousands of dollars on the app. I cant even use the thousands of points I built up or log in because you cant take criticism. They had no alcohol during new years and I pointed out that was probably not a smart business move and that the whole point of this service is to prevent drunk driving especially on major holidays.

  Business Response

  Date: 06/28/2023

  Hey *****,

  Thank you for reaching out. 

  We apologize for any inconvenience caused. It looks like the temporary hold has been cleared by the Account Review team. You should be able to login now and have full access to your account. If you have any questions or need further help, please let us know.

  Thank you,
  Gopuff Support

• Initial Complaint

  Date:06/14/2023

  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.

  My account with GoPuff has been permanently closed without explanation or further details. I have not filed a complaint about an order or requested a refund ever in almost 7 years of using the service. On 4/27/23 I received a notification from my bank that there was a suspicious charge for $153 from GoPuff. I didn’t place this order and it wasn’t showing up on my account. I cancelled the credit card and notified goPuff, who told me they couldn’t find an order matching the details (which would make sense because the order was on my credit card, not my GoPuff account). Gopuff did no further investigating. After this happened I have been unable to place an order with goPuff, so I contacted customer support who then notified me that my account had been permanently closed without further explanation. I have been a regular customer since 2016 and have been paying for the Fam subscription monthly for over a year now. It’s extremely frustrating to have my account closed after how much money I’ve spent with this business and without a reason. Customer service is unhelpful and there is no phone number to contact so it is impossible to talk to a live person. Despite my account being closed, GoPuff has also taken my membership fee for the month of May.

  Business Response

  Date: 06/18/2023

  Hey there, *******************

  Thank you for reaching out to us. We are sincerely sorry for any frustration and issues caused by you not being able to use your Gopuff account. Please reach out to us regarding this situation via email at [email protected] from the email connected to your Gopuff account so we can take a better look into it.

  Kind regards,

  Your friend ******* at Gopuff

  Customer Answer

  Date: 06/21/2023

  [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:
  
  I have already reached out to [email protected] and received the same response with no explanation. Screenshot of the email is attached. I would like some confirmation that I will not receive the same response with no explanation and have a guarantee that someone will actually review my account with me and explain to me why my account has been permanently closed. From my perspective this entire situation has been without cause from my end.
  Regards,
  
  *****************************
  

  Business Response

  Date: 06/27/2023

  Hey *********,

  Thank you for your patience.

  We understand your frustration and have forwarded this over to the proper team. Your request and account are currently being reviewed, and a member of the Account Review team will reach out once they have an update regarding the status of your account. Let us know if you have any questions.

  Thank you,
  Gopuff Support

  Customer Answer

  Date: 06/27/2023

  [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:06/03/2023

  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.

  This business allowed about 15 charges to go through back to back from someone that stole my debit card information. My bank actually notified me about possible fraud, and I immediately contacted them back and shut off the card, but not before ALL the charges went through from GoPuff. I now have to wait for them to post from pending to posted and have them dispute all the charges. They took over $500.00 dollars from my account by allowing someone to make 15 or so back to back purchases! Scam company! They have NO CONTACT NUMBER for customer service and ask me to fill out a form. Now I have to go through so many issues trying to get my bank to refund the charges because apparently GoPuff thinks a normal person would input 15 back to back orders within a span of an hour. This company is a scam and needs to put in some sort of protection to prevent this from happening! You sent someone over $500 worth of whatever for free of MY HARD EARNED MONEY! STILL WAITING ON ABOUT 10 CHARGES TO GO FROM PENDING TO POSTED TO GET ALL MY MONEY BACK!

  Business Response

  Date: 06/04/2023

  Hey, ***********

  We're incredibly sorry you were charged for unauthorized transactions, and we understand this must be frustrating. We're glad you were able to contact your bank and dispute the charges, and we hope this is resolved for you as soon as possible.

  If you'd like for our team to look into these charges, please fill out the following form, and our team will be in touch with you about the charges.
  
  **********************************************************************************************************************************************************************************.
  
  Thank you,
  Gopuff Support

  Customer Answer

  Date: 06/05/2023

  [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 company wants personal information after my debit card information was used to make fraudulent purchases from their website. Company offers no customer protections against fraud and fraudulent charges. 10 total transactions were able to be made from the same card in  a span of 30 minutes. Company has no customer service phone number to make it more difficult for customers to report fraud. Contacted company personally while charges were still pending and haven't gone through and company wrote back and basically said oh well! Make your bank handle it and use your own time to handle it! Some of these charges are STILL PENDING and therefore can not be disputed yet with my bank as they have to be posted first and I have told the company this and they do not care at all. Basically, since they allowed a bunch of charges to go through back to back to back to back by someone stealing my card information online, I am forced to handle it and nothing is flagged in their system to investigate when clearly no customer is going to make this many purchases in that span of time. Overall, this company does not care for people and the burden is just put on me and my bank. Charges still pending and now they are aware they are fraudulent and are doing nothing to prevent them from going through. 
  
  Regards,
  ***********************

  Business Response

  Date: 06/05/2023

  Hey there, *****,

  We sincerely apologize for any inconvenience this may have caused. Please dispute any unauthorized transactions with your banking institution and fill out this form so our team can take a look as well. *****************************************************************************. If you have any questions, please feel free to contact us at [email protected] with a screenshot or link to this review.
  

  Kind regards,

  Gopuff Support

  Customer Answer

  Date: 06/06/2023

  [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:
  

     This company passes off issues to the consumer and the banking system. It approved over ten charges within 30 minutes and stole over $500 from me. This company seems to not care about anyone and just wants to pass off blame to the next person. Sad. If you get fraudulent charges from this company, report it here to the BBB and write reviews. I will dispute it with my bank, but let it be known that charges have to post first and these charges have sat pending for days besides three charges that posted that I have been able to dispute and I contacted the company after the charges occurred and the company did nothing and did not care if fraud was committed. It seems like this company may be in on it with the scammers. They seem to know this company will do nothing. Put safe guards in for your business to prevent someone from inputting multiple orders within such a short period of time! Anyone knows that nobody is ordering ten plus back to back orders all on the same card! This company is awful in my opinion and scammed me out of $500 plus dollars!

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

• Initial Complaint

  Date:06/02/2023

  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.

  Hi...I never heard of Gopuff until today when I saw it on my bank statement where there was four order on they yesterday June 1st. Not only did they do one order but keep going I don't even know anyone I know GoPuff. They did these orders in Philadelphia I live in South Carolina now I had to cancel my bank card because of Go Puff. People out here is bold watch your bank statement make sure you the one spending your money. That's all I have to say Bye

  Business Response

  Date: 06/04/2023

  Hey, *************
  
  We're incredibly sorry you were charged for unauthorized transactions and would like to investigate this further.

  Please fill out the following form, and our team will be in touch with you about the charges.

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

  Thank you,

  Gopuff Support

• Initial Complaint

  Date:05/16/2023

  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.

  Yes, I purchased donuts, beer, some other things in January I was out of the country from February to now and I had a note written on my fridge raider. Try to pick up one beer with ** ** and ********* is open and I remember throwing it away and not drinking a beer and I reached out to ***** and ***** said that they cannot refund it says is old but somebody better do something cause they charge my card and this is not right.

  Business Response

  Date: 05/17/2023

  Hey there, ********,

  Thank you for reaching out to us. We apologize for any inconvenience caused. Can we please have the order number for the Gopuff order in question so we can take a better look into this?

  Kind regards,

  Gopuff Support

  Customer Answer

  Date: 05/17/2023

  she said send her documents and please dont close it let

  On January 7 i order, beer, donuts, my donuts was stale in my beer was missing ill try to get it replaced and since I try to get it replaced go puff agents told me no so I like a credit or a re-delivery

  Business Response

  Date: 05/18/2023

  Hey there, ********,

  We can confirm that the order was packed correctly and delivered to the correct address on January 7th. We have already provided you with a one-time exception and stand by the decision made. Please note that any claims on orders being damaged or missing must be placed within 2 hours of receiving the order to be eligible for compensation. We sincerely apologize for any inconvenience this may have caused.

  Kind regards,

  Gopuff Support

• Initial Complaint

  Date:05/12/2023

  Type:Product 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.

  - Date of transaction: 5/4/2023 - The amount of money you paid the business: $23.55 + $21.30 - What the business committed to provide you: the business advertises $10 off the first 10 orders - What the nature of the dispute is: the business website advertises new users get $10 off the first three orders. Once I signed up and waited 24 hrs, there was no coupons matched the description. Later I received an email from GoPuff stated that I got $10 off the first 10 orders, and again there was no coupons after 24 hrs. The business provides misleading information to customer - Whether or not the business has tried to resolve the problem: no, I contacted GoPuff customer service twice, both said open tickets and there was no follow up - Account/order/tracking number: ********** and **********

  Business Response

  Date: 05/14/2023

  Hey there, *****.
  

  Thank you for reaching out to us. Please note that upon creating an account, a coupon code or referral link will need to be used in order for credits to be redeemed on your Gopuff account. The $10 on 10 orders is for customer referrals, and both users will need to place an order and wait up until one month after the referred person placed their first order to use the referral credits.

  We can see that you were credited $10 to your Gopuff account for the 3x10 coupon issue situation by a representative when you chatted in. The active credit on your account will expire 30 days from the day it was placed and cannot be used to purchase alcohol or nicotine products.

  We are not able to refund you for the orders, as we see that the orders in question were packed correctly and delivered to the correct address. We apologize for any confusion and frustration this situation may have caused.
  

  Kind regards,
  Gopuff Support

  Customer Answer

  Date: 05/15/2023

  [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: GoPuff website did not advertise that the $10 off first 3 orders need a code or referral. This is false advertisement that misleading new customers signing up at their website.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 05/18/2023

  Hey there, *****,

  Our apologies for any confusion and inconvenience this may have caused. If you have any questions about our referral credits terms and services please visit ********************************************************************;

  Kind regards,

  Gopuff Support

• Initial Complaint

  Date:05/08/2023

  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 placed *** order on go puff and I ended up getting someone elses order. After reporting this to customer service they attempted to remedy this situation and let me know that they will have a senior specialist handle this for me and contact me later. They never ended up contacting me and I went back to the chat to get help. They said again that they will have a senior specialist contact me later.

  Business Response

  Date: 05/09/2023

  Hey there *****,

  We are sorry about the delivery issues and regret to hear you did not receive your order. We would have loved for you to enjoy the items you ordered and understand how disappointing this can be! Please email us at [email protected] with these details and a screenshot or link to this review to get this looked into! 

  Sincerely,

  Gopuff Support

• Initial Complaint

  Date:05/06/2023

  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.

  Fraudulent charges on my card from gopuff. Order listed on ***** pay is ********** and **********

  Business Response

  Date: 05/07/2023

  Hello ****,
  

  We sincerely apologize for any inconvenience this may have caused. Please dispute any unauthorized transactions with your banking institution and fill out this form so our team can take a look as well. *****************************************************************************. If you have any questions, please feel free to contact us at [email protected] with a screenshot or link to this complaint.
  

  Kind regards,
  Gopuff Support

  Customer Answer

  Date: 05/08/2023

  [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:
  They are denying the form
  
  Regards,
  
  ** **
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/08/2023

  Hey there, ****,
  

  Thank you for letting us know that you are having issues with the form. Can you please be more specific and let us know what about the form is giving you trouble? We would greatly appreciate a screenshot of the issue you are having when trying to submit the form sent via email to [email protected]. 

  Kind regards,
  Gopuff Support

  Customer Answer

  Date: 05/08/2023

  [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:
  I mean the team refuses to refund
  
  Regards,
  
  ** **
  

  Business Response

  Date: 05/10/2023

  Hey there, ****,

  In order to resolve this situation, please dispute any transactions you do not recognize with your banking institution.

  Sincerely,

  Gopuff Support

  Customer Answer

  Date: 05/10/2023

  [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 possible. That is why im telling you to do so. 
  Regards,
  
  ** **