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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

      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:04/27/2023

      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.
      Multiple fradulent charges $126.66 04/05/2023 $67.58 04/27/2023 which am told refunded but still not as the support lied. I demand the refund.

      Business Response

      Date: 04/27/2023

      Hey ***,

      Thank you for reaching out to us to let us know about this. We highly advise disputing any unrecognized charges with your banking institution immediately. Also, please fill this form out regarding the unauthorized charges so our team can look into the situation.

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

      If you have any other questions feel free to reach out to us at [email protected].  We are sincerely sorry for any inconvenience this has caused and hope you have a good day.

      Kind regards,

      Gopuff Support

      Customer Answer

      Date: 04/27/2023

      [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:
      They are useless. As you are the BBB team i advise you to refund the charges. 
      As appearing on apple pay the order is

      #**********
      **********

      Regards,

      ***********

      Business Response

      Date: 04/30/2023

      Hey there, ***

      To have this charge properly disputed you will need to fill out an unauthorized charge form and dispute the charges your with your banking institution. Provided below is the form that must be completed so we can take a better look into this.

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

      Sincerely,

      Gopuff Support

      Customer Answer

      Date: 05/01/2023

      [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:
      That team isnt refunding it. You must tell them to

      Regards,

      ***********

      Business Response

      Date: 05/01/2023

      Hey there, *******

      We cannot do anything or look into it unless the for provided is filled out. Please fill this form out and allow our team time to look into this situation.

      Here is a link to the form to report unauthorized charges  -> *****************************************************************************

      Sincerely,

      Gopuff Support

      Customer Answer

      Date: 05/01/2023

      [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:

      You can. 
      Regards,

      ***********

    • Initial Complaint

      Date:04/25/2023

      Type:Customer Service 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.
      Deactivated my account that was in good standing without notification. Then upon appeal, told me they would stand by my deactivation with no explanation of why or when it was deactivated. I was a regular customer with no history of any kind of misuse of the service.

      Business Response

      Date: 04/25/2023

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

      We understand your frustrations. We're incredibly sorry for any inconvenience caused by your account being deactivated. Please allow us to look into your account situation by contacting us via email at [email protected]. 

      Sincerely,

      Gopuff Support

    • Initial Complaint

      Date:04/24/2023

      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.
      Date: 4/23/2023 Amount: $7.99 I am filing this complaint about Gopuff's unethical business practices. Their website misled me into purchasing *** without my consent while I was making a purchase, making me believe that I was simply selecting my credit card. When I realized my mistake within minutes and requested a refund, they refused, citing that *** was non-refundable. While I understand their policy, I was misled and forced to purchase something, which is completely unfair. I am willing to pay for the products I purchased, but I refuse to pay for a service that I was misled into buying. I demand a full refund for the *** service.In addition, I have discovered that many other customers have had similar experiences. Gopuff needs to be held accountable for their disregard of consumer rights and their unfair policies. Consumers deserve honesty, transparency, and fairness in their purchases, and it's unacceptable to see companies like Gopuff taking advantage of customers. It's imperative that Gopuff revisits their policies and takes the necessary actions to prevent these incidents from happening in the future. If they continue to enforce payments and disregard consumer rights, legal action will be taken.

      Customer Answer

      Date: 04/24/2023

      My address is ***********************************************************. Thank you!

      Business Response

      Date: 04/25/2023

      Hey there ****,

      Thank you for reaching out to us to let us know about this. We are sincerely sorry for any inconvenience and confusion this may have caused. Can you please email us at [email protected] and include a link or screenshot of this complaint so we can take a look into this FAM charge ASAP? 

      Kindest regards,

      Gopuff Support

      Customer Answer

      Date: 04/28/2023

      [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:04/24/2023

      Type:Customer Service 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.
      Someone has created an account using my email. I called customer service to have it removed and they said it was escalated but I'm still receiving emails about people buying stuff on the website using my email. I just received two emails in the last 5 minutes. I want the account canceled but can no longer get ahold of a person. It wants me to go thru the app but I don't know the phone number as I never set up an account.

      Business Response

      Date: 04/25/2023

      Hello *********,

      Thank you for reaching out to us to let us know about this. We apologize for any inconvenience caused by the unauthorized charges. Please dispute any unrecognized charges on your card with your bank and contact us via email at [email protected] so we can take a look into this situation. 

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:04/20/2023

      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.
      GoPuff had a 4/20 promotional advertisement offering a free sticker for munchies orders purchased on 4/20. I placed an order first thing in the morning as I wanted the sticker to give to a family member. I received my order a little after 8 am without the promotional item. When I contacted customer service and provided a screen shot of the promotion I was transferred to a senior customer rep. This person reviewers the previous chat and basically said since the promotional item wasn’t added to my delivery they must have been sold out as the promotion says why supplies last. I asked how this could be when they opened for deliveries at 7am and my order was placed about a half hour after opening for business. I explained to the rep the only reason I placed an order was to get the promotional item. The rep was not interested in resolving my concern and only offered “the must be sold out” although there was no certainty of this. I have since deleted my account. I attempted to write a review to ensure my concerns are heard by senior management but the leave a review feature has been disabled in the App Store.

      Business Response

      Date: 04/23/2023

      Hello there, *****************

      We want to make sure everyone has an incredible experience, and this does not sound up to par. We apologize sincerely that the sticker was not included with your order, as that would have been a great present for a friend. Can you please send an email to [email protected] and let us know more about this order so we can look into it?

      Sincerely,
      Gopuff Support

    • Initial Complaint

      Date:04/17/2023

      Type:Billing 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.
      This company keeps cheating me out of money. I had their subscription and canceled it and they charged me the next month, which made my account overdrawn, and even with sending them their email confirmation of my cancellation they took three days to promise me a refund and credit. I never received either. Now I ordered a bottle of wine with a promotion for buy one get one for 5 cents. The bottle was $8 and I was charged over $20 and received one. Now they just keep transferring me from person to person and will not help me.

      Business Response

      Date: 04/19/2023

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

       We apologize sincerely for any frustration caused. Can you please send an email to [email protected]  with more information? Please include the details of your situation as well as the phone number connected to your Gopuff account. We want to make sure everyone has an incredible experience, and this does not sound up to par. We greatly value your feedback, and we hope to hear from you so we can look into these issues.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:04/17/2023

      Type:Customer Service 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.
      Back in January when Go Puff first started a promotion for referrals where each person would get $10 off 10 orders I referred my friend using my unique referral link. I helped my friend set up her account and place her first order, which she got the promotional credits for. I contacted customer support and they said I was eligible and I would get my credits in four weeks or less. After waiting four weeks and not getting my referral credits, I contacted customer support. I have been doing this once a week since February now and I am sick and tired of submitting ticket after ticket and not getting any help at all. I have been gaslight, ignored, disconnected, and called a liar by Go Puff customer support. It has been such a horrible experience. I have not heard a single word from Go Puff from any of the tickets I submitted. This is the second time now that Go Puff has scammed me in regards to referral credits. They advertise that they will compensate you for helping them market their brand to your friends, yet after you do they leave you in the dust and ignore you.

      Business Response

      Date: 04/18/2023

      Hi there ******,

      Thank you for reaching out and letting us know about this issue, as this is not the kind of experience we strive for. Can you please send an email to [email protected] with a screenshot or link to this review as well as the phone number connected to your Gopuff account and the account that you referred so we can take a better look into this?

      Sincerely,

      Gopuff Support

    • Initial Complaint

      Date:04/13/2023

      Type:Delivery 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 4/12 around 5pm. I did not select contactless delivery b/c it is a serious health and safety hazard and it is unhygienic to put food on the ground. I received my order and the limes were completely missing, the strawberries were moldy and I have included a picture. And the driver COMPLETELY ignored my request to be called and left the bag thrown at my front door. I want the delivery charge, the driver's tip back, the tax and cost of both of these food items and compensation for your company's poor customer service. I absolutely will not use your service again if you do not correct this. Your chatting feature ***** and the people on it have no idea what they are talking about. I asked 4x for a supervisor and instead the woman tried to start an argument with me. No. This is unprofessional and unacceptable.

      Business Response

      Date: 04/16/2023

      Hey ******,

      Thank you for reaching out.

      We're incredibly sorry to hear this has been your recent experience with us. This is not the level of service we strive to provide, and we want to make this right. We apologize that you received moldy strawberries and understand how frustrating this must have been. We have processed a refund for $4.31 back to your original payment method, and you should see it within 3-5 business days. Unfortunately, we are unable to locate the limes on your order. Could you please check your order confirmation email and let us know if you see the limes on your end?

      We also processed a refund for the delivery charge and tip, and you should see a refund for $8.95 within 3-5 business days. In order to make it up to you, we also added 18,000 puff points to your account, which can be redeemed for rewards. Once again, we truly apologize for the experience you had with our service and will work with our team to make improvements. If there is anything else we can do to help, or if you have any questions, please let us know. We truly hope you have a lovely day!

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:04/13/2023

      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.
      My order was placed not delivered and it was set to redeliver it.

      Business Response

      Date: 04/16/2023

      Hey ****,

      Thank you for reaching out.

      We're incredibly sorry to hear this has been your recent experience with us. This is not the level of service we strive to provide, and we want to make this right. Could you please reach out to us at [email protected] and provide us with more details so we can further assist you?

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:04/10/2023

      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 used this service for the first time. Waited for my order and the app said no delivery in this area. This was after my order was accepted. I got on the chat and talked with someone. They told me the order would be late. There is no live person to speak with. I spend $55 for a few things and demanded my money back. They told me it would be refunded in a few days. This is a ripoff outfit. I want to see my money back. Should have known after reading all the complaints.

      Business Response

      Date: 04/11/2023

      Hey there ****,

      We are terribly sorry to hear about your first order going like this, as this is far from the experience we strive for. Please note that the refund will take 3-5 business days to process and reflect back on your end. And please feel free to reach out to us via email at [email protected] with details of the situation so we can look into this and use our learnings to improve our service.

      Sincerely,
      Gopuff Support

    GoPuff is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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