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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.

    Country
    Please enter a valid location.
    • 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

    Customer Complaints Summary

    • 375 total complaints in the last 3 years.
    • 183 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:05/06/2023

      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.
      I started receiving emails from this company gopuff stating my order for $56 has been processed, & will be shipped to CA. I live in Texas. Then shortly after I received an email saying my account charges will be $7.99 a mo even though I've never had any interaction with this company. Now I'm receiving emails saying my charges are not going thru. I'm skeptical of even contacting this company because it's some sort of scam. I don't know if contacting them will automatically give them any correct banking info I may have on file thru my google account. Please help!!! Thank you!~

      Business Response

      Date: 05/07/2023

      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: 05/15/2023


      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. The company gopuff as assured me the account will be deactivated as it is not an account of mine. Any charges will be reversed however, no charges have came thru that I'm aware of on any of my accounts. Thank you so much for your help.

      Best Regards,

      ** ***********************
    • Initial Complaint

      Date:05/05/2023

      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 company advertising tobacco delivery. I go to order a pack of cigarettes and it tells me that I will need to order the minimum of $9.00. The cigarettes were 10.91. But apparently on a delivery service advertising for tobacco delivery they do not allow you to order just cigarettes and FORCES you to order another item that is not cigarettes on top of it. Where I would end up spending WAY past their "order minimum". Absolutely false advertising and ridiculous.

      Business Response

      Date: 05/07/2023

      Hi there, *******************

      We are sorry to hear about any frustration caused by the minimum order value. We are not able to bypass the MOV, as it needs to be met for any order to be sent out. If you have any questions and would like clarification, please email us at [email protected] with a screenshot or link to this review, and we will happily assist.

      Sincerely,

      Gopuff Support.

    • Initial Complaint

      Date:05/05/2023

      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.
      On March 10th 2023 there was a fraudulent charge from gopuff summing almost $965.00. I reached out to my bank to freeze accounts Immediately. In the email it was confirmed that money was in thependent stage that it would not clear still. The next day the money was still withdrawn. Contacted gopuff immediately the next day There was no ability to talk to a customer service representative everything What is computer generated Responses. With no reply to me or chime the declined my claim twice. Over three months later and a thousand dollars down. There has be no reply or response from gopuff

      Business Response

      Date: 05/07/2023

      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. *****************************************************************************. 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

    • Initial Complaint

      Date:05/05/2023

      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.
      Hi, I have an issue with my order from GoPuff, Order # #**********. My order came to me damaged, the poultry was thawed and the sodas exploded all over the bottom of the bag, and I didn't see the full damage until I brought the bags inside, where they ripped and spilled the thawed contents (some of which are hazardous, like raw chicken and meat) all over my living room floor. Furthermore, GoPuff is refusing to reach a resolution with me, and I contacted them not more than 12 hours with photographic proof of my complaint. They advised me to go to "other third-party institutions" with my issue, so I am bringing this complaint to the BBB in hopes I will receive some help regarding my issue. I will never shop with GoPuff again after this: the customer service is just awful, I was bounced around to more than 6 different customer "representatives" via live chat, none of which could help me. Run far far away from this company.

      Business Response

      Date: 05/07/2023

      Hello there, ****

      Can you please send an email to [email protected] with information on what you experienced? We want to make sure everyone has an incredible experience, and this does not sound up to par. We appreciate you letting us know about this, and we hope to hear from you so we can look into this. - **

      Gopuff Support

      Customer Answer

      Date: 05/09/2023

      [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 still have not received any sort of assistance for order **********, and they are still refusing to help me regarding my issue. I would just like this to be helped because this is my first time ordering with GoPuff. 

      Regards,

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

      Business Response

      Date: 05/10/2023

      Hello there, *****,

      Our team has investigated the situation, and we are not able to compensate you for this order as we see it was packed correctly and delivered to the correct address. This decision was not made lightly, and we apologize for any frustration caused.

      Kind regards,

      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:

      The food was not shipped at an appropriate temperature. The food was not at a safe temperature and made my family and I very sick, and I had to call out of work because the food made me sick. I would like some assistance from the BBB regarding this issue.

      Regards,

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

    • Initial Complaint

      Date:05/04/2023

      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.
      Gopuff has been charging me $7.99 a month for a subscription for at least a year now when I have never even used the service. This posts on my debit card as gobrands inc fam. I got a go puff gift card online about a year ago and tried to use it. I was not able to use the gift card so I did not place a single order. Through the entire time that I had this subscription, go puff did not contact me once and I did not make a single order. When I have subscriptions to a legitimate service like ******* or **** **** they send me emails all the time but this company does not contact me once! It feels like they were trying to hide the fact that I even had the subscription from me. Today I realized that I have been making these payments for over a year and I cannot find any way to contact them to resolve this issue. I would like a full refund for these payments. I never agreed in any way to make them.

      Business Response

      Date: 05/07/2023

      Hi there, ***************

      We regret hearing about the issues you have had with the FAM membership. Please let us know more by emailing us at [email protected]  with a screenshot or link to this complaint, and we will take a look into these charges. Also, if you did not authorize these charges, please dispute them here: ***************************************************************************** so our team can take a look into this as well.

      Kind regards,

      Gopuff Support

    • Initial Complaint

      Date:05/03/2023

      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.
      I have several go puff fam memberships that were auto-enrolled and never stopped. Please help me remove these charges from my account. Thanks. 10/01/2023,10/12/2022, 10/03/2023, 10/04/2023 of **** apiece for gofam membership.

      Business Response

      Date: 05/04/2023

      Hi there, ***************

      Thank you for reaching out to us to let us know about this. Please let us know more about this by emailing the phone number connected to your Gopuff account as well as any screenshots and dates of the charges to ********************************** with a screenshot or link to this review. We hope to hear from you so we can look into this right away.

      Kind regards,

      Gopuff Support

      Customer Answer

      Date: 05/04/2023

      [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 sent the email from ***************************************************************;

      the number is ************


      Regards,

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








      Business Response

      Date: 05/08/2023


      Hi *****,

      Thank you for your patience and cooperation. We have canceled the *** subscription connected to your Gopuff account and refunded you for all 5 months of *** you were charged, starting on November 12, 2022, and ending on April 11, 2023. Please note that it will take 3-5 business days for the five charges of $7.99 to be returned to your account.
      If you ever have any questions, suggestions, or issues, please feel free to reach out to us via email, and we will be right there to look into your situation. We hope you have a great day.

      Kind regards,
      Gopuff Support

      Customer Answer

      Date: 05/08/2023

      [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,

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

    • Initial Complaint

      Date:05/02/2023

      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 redeemed ****** "Puff Points" for a $20 gift card whose terms stated only that it would be "applied to my next order". I placed my order, which I believed constituted as "next" and was charged $28 to my method of payment. I should have been charged $8. When I contacted customer service, they informed me that my order did not meet the $12.95 threshold for applying a gift card and therefore was charged the full amount. None of this information is transparent and I am very dissuaded from using GoPuff in the future. I need this rectified.

      Business Response

      Date: 05/03/2023

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

      Our apologies for any confusion and inconvenience caused by the puff point situation. Orders placed through our service have a Minimum Order Value of $12.95 that needs to be met for any order placed, regardless of credits or gift cards used. Please let ** know more about your order by reaching out to ** via email at ********************************** with a screenshot or link to this review so we can take a better look into the gift card situation.

      Kind regards,

      Gopuff Support

    • Initial Complaint

      Date:05/02/2023

      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.
      I never heard of this company but on 4/28/23 and 4/29/23 they charged my credit card $24.73 for a total of $49.46. I reported to my bank and am waiting for a decision however this is complete fraud and was done deliberately to steal money. Using small amounts it's possible it could be overlooked.

      Business Response

      Date: 05/03/2023

      Hi there, *************

      We are sincerely sorry for any inconvenience caused by the unexpected charges to your account. Please dispute any and all charges you do not recognize with your banking institution and please fill out this unauthorized charge form so our team can take a better look into this. 

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

      Kind regards,

      Gopuff Support

      Customer Answer

      Date: 05/03/2023

      [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:05/02/2023

      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 ordered on 5-1 it is now 5-2 an hour after midnight and I have been trying to figure out why I was charged for an item that was out of stock. I was getting things to make tacos and I ordered meat, the taco kit, cheese and me and my husband cigarettes and some chips. I ordered and then I was charged *****. I got an email at ***** saying the item was out of stock and that my new total was *****. I proceeded by using the chat and the lady was EXTREMELY rude. I sent screenshots of the charge and she said to contact my bank but it was go puff who made the charge of *****. I was just trying to figure out why I was still charged the original amount and not charged for the items I received since it was not my fault that the app was not updated and a item was out of stock. ************** was very rude and had an attitude then ended the customer service chat. That is not customer service. My order number was **********

      Business Response

      Date: 05/02/2023

      Hi there, *********

      Thank you for bringing this to our attention. Please note that a separate refund will be added back to your card within ***** hours of purchasing your Gopuff order if an item is removed from the order. We apologize for any confusion and inconvenience this may have caused. If you have any other questions or run into any issues please feel free to reach out to ** via email at **********************************. 

      Sincerely,

      Gopuff Support

    • Initial Complaint

      Date:05/01/2023

      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.
      GoPuff has refused to let me use my in app currency, “Puff Points”. “Puff Points” are earned by making orders, and can be used for rewards/discounts within the app. I also subscribed to their in-app service, “FAM”, for over 5 years. One perk of this paid monthly subscription was earning 2x Puff Points on my orders. As the attached photos show, I have accumulated 139,000 Puff Points during my subscription with GoPuff, AND I HAVE NOT BEEN ALLOWED TO REDEEM THEM FOR OVER 5 YEARS!!!! When I try to redeem my awards, it says “rewards are currently available.” This has been the case for years of app updates, and I get the same message on GoPuff’s website. I HAVE CONTACTED GOPUFF ABOUT THIS 3 TIMES OR MORE. A “manager” and two other support specialists told me ON THE PHONE that they would need a few days to contact their tech team to fix this, and NEVER FOLLOWED UP. I am no longer interested in using the GoPuff service, and want the dollar value of my Puff Points and every month that I paid for “FAM” refunded since GoPuff LIED about the benefits of the service I was paying for.

      Business Response

      Date: 05/02/2023

      Hey *********,

      Thank you for reaching out.

      We're incredibly sorry to hear this has been your experience with us. We always strive to provide the best customer experience possible, and we apologize that we didn't meet those expectations. Unfortunately, we are unable to provide a monetary value for the puff points or process a refund for the previous charges of your FAM subscription. However, we do understand you've been having the issue for so long and must be frustrated. As an apology, we're putting a $25 credit on your account to use on your next order.

      We want to reassure you that we will get this escalated and resolved as quickly as possible so you can redeem your puff points. We've gone ahead and submitted a tech ticket with our team to look into this issue further. We understand you've spoken to representatives who have done this before but did not follow up, and we apologize. Please rest assured that we will stay in contact with you regarding this ticket and reach out should we need more information. Let us know if you have any questions.

      Thank you,
      Gopuff Support

      Customer Answer

      Date: 05/03/2023

      [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:

      GoPuff offered a $25 credit and access to my previously accumulated Puff Points, both of which I am unable to use without using the GoPuff service. I will no longer use the GoPuff service due to their years of negligence on this specific issue, which means the resolution is worthless to me. I will now have to seek legal recourse for fraudulent advertising.

      Regards,

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

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