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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

      454 N 12th St Philadelphia, PA 19123-3762

    • goPuff

      1525 W Homer St Chicago, IL 60642-1280

    • GoPuff

      601 Portage Rd. Kalamazoo, MI 49007-5325

    • Go Puff Food Delivery

      770 N Coit Rd Richardson, TX 75080-5426

    Customer Complaints Summary

    • 376 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:04/10/2023

      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

    • Initial Complaint

      Date:04/09/2023

      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 made a purchase with gopuff when I pushed my order through it said error but they took the money out my account. I would like my money back please 21.44

      Business Response

      Date: 04/10/2023

      Hey there *****,

      We are sincerely sorry about this experience. Please allow us to look into this charge by sending us an email at [email protected] with the details and a screenshot or link to this review. 

      Sincerely,

      Gopuff Support

    • Initial Complaint

      Date:04/08/2023

      Type:Billing 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've had two order one over $150 and one near $100. I DO NOT have a gopuff account never have and now I'm getting emails about orders I have not placed. I want the account deleted since I've no way of logging into it please.Order Placed:2023-04-08 12:23 PM Order #********** Delivering To:**** ************ ******************:2023-04-08 12:15 PM Order #********** Delivering To:**** ************ *****

      Business Response

      Date: 04/10/2023

      Hey there ******,

      Thank you for reaching out and letting us know about this. Please let us know more by sending us an email to [email protected] with a screenshot or link to this review so we can take a better look at this. Also, please dispute any charges you do not recognize with your banking institution as soon as possible.

       Kindest regards,

       Gopuff Support

      Customer Answer

      Date: 04/10/2023

      [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:04/08/2023

      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 had used go puff once before, but I recently canceled my subscription about six months ago. I have called them at least five times regarding issues with my fam subscription. I was charged a reoccurring amount of 7.99 and I asked them to delete my card information or anything on there end to prevent me being charged consistently every month they told me specifically, from a customer service agent that my account was deleted and I had nothing to worry about. They even refunded me one time and now I am being charged once again for a fam subscription, which I no longer have access to or am no longer enrolled in. I contacted customer service on April 8 and he told me that they do not offer refunds for reoccurring charges on my account which is crazy to me because I haven't had a fam subscription for months, so how am I not entitled to a refund if you guys are taking money out of my account, which I no longer have. Overall bad service and bad customer service.

      Business Response

      Date: 04/09/2023

      Hello *******,

      We are sincerely sorry about this experience with the fam subscription. Please let us know more by emailing us at [email protected] with a screenshot or link to this review so we can look into this.

      Sincerely,

      Gopuff Support

      Customer Answer

      Date: 04/10/2023

      [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:
      Please see attached

      Regards,

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

      Business Response

      Date: 04/11/2023

      Hey *******,

      Since you do not have an account in our system please dispute the issue with your banking institution to properly resolve this situation.

      Sincerely,

      Gopuff Support

      Customer Answer

      Date: 04/11/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because: I have disputed the issue with my banking institution but I would also like for gopuff to provide proof that my account information is no longer compromised and I will not have unauthorized charges to my account in the near future I have stated that I no longer have a account but charges are still being processed with my debit card information mind you the specialist stated me deleting my account would also prohibit all that from happening yet that was deemed untrue.

      Regards,

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

      Business Response

      Date: 04/12/2023

      Hello *******,

      In order to confirm that the account is deleted, can we please have the exact date of the FAM charges and the last four numbers of the card charged so we can look into our systems and verify this? We would need that information in order to find the charge/account, and if you feel more comfortable sharing your information via email to [email protected] rather than the Better Business Bureau, please feel free to reach out to us there.

      Kindest regards,
      Gopuff Support

    • Initial Complaint

      Date:04/07/2023

      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.
      Gopuff made several unauthorized charges to my credit card even though I've never used the service or registered an account with them. The first occurence was February 2023 and I was charged 5 times totalling over $400. Someone created an account using my email and stolen credit card information. I contacted Gopuff and they assured me that they have deactivated this fake account. However, recently in April 2023 I was charged $200 yet again on a different credit card. When I contacted Gopuff, I was informed that they have not deactivated the fake account but also I was never able to reach a real representative and was constantly redirected to automated systems. This is extremely concerning as Gopuff doesn't seem to have any privacy measures nor seem to care to address these fake accounts and fraudulent charges.

      Business Response

      Date: 04/09/2023

      Hi there *****,

      We are terribly sorry to hear about this situation. Please dispute any charges you do not recognize and did not place with your bank as soon as possible. If you have any questions please let us know by contacting us at [email protected] with a screenshot or link to this review.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:04/05/2023

      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 uninstalled my my app almost a year ago! I never signed up for the FAM subscription. Then I noticed yesterday I am being charged for several months... I never gave GOPUFF permission to charge me. Went to my bank and the subscription started around December 2022. I NEVER signed up. I haven't lived in the USA since September 2022 so WHY would I sign up for a subscription... I do not understand how it is legal for this company to take my card information linked to my account and charge me without my permission... I contacted customer support and they refused to refund me. This is insane and unethical.

      Business Response

      Date: 04/05/2023

      Hello *****,

      We are sincerely sorry for any frustration caused. Please allow us to look into your situation! Please send us an email at [email protected] with these details and include a link or screenshot of this review so we can look into these charges.

      Sincerely,

      Gopuff Support

    • Initial Complaint

      Date:04/05/2023

      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.
      First of all I placed the hours almost two hours ago and it NEVER came been contacting support aboht it not being there and reached out multiple times no response refused to give my money back. WAS MONEY I DID NOT have time to waste and didnt have and didnt get it back almost 40 dollars stolen and down the drain, do not order from here.

      Business Response

      Date: 04/05/2023

      Hey there ******,

      We are so sorry for any frustration caused by this situation. This is certainly not the experience we strive for. Please email us at [email protected] so we can get this looked into! 

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:04/04/2023

      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.
      On 4/2/23 I placed one order that totaled $42.25. I pmace it through ******.com and ordered from Gopuff. This clmpany decided to charge mybcard for additional $170. Now i owe the debt to my credit card company. Pure fraud! I keep rea hing through chat and they keep denying my money back. I will sue this company if they dont pay me period!

      Business Response

      Date: 04/05/2023

      Hi there ******,

      We are sincerely sorry for any frustration caused by this situation. Please dispute any unauthorized charges with your bank and reach out to ******* support if you placed the order through their systems as they will be the only ones with access to this situation if the order was placed through them.

      Kindest regards,

      Gopuff Support

    • Initial Complaint

      Date:04/01/2023

      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.
      I've been a longtime customer of Gopuff  thanks to the ***** x Gopuff partnership. One week ago while I was trying to place an order, the app kept erroring and asking for a different form of payment. I contacted customer service and they asked me to try again multiple times and with 3 different cards. After trying about 20 times, I was informed that the Gopuff Marketplace Integrity Team has deactivated my account. I was not given a reason. I have referred many friends to the service (even today, in fact, and received a text that my referral placed an order).I have multiple ***** cards to use the credit on, and I usually place 2-3 orders in a row because it's more convenient to pick up 2-3 orders at once if I'm going to the store already. Could you please reactivate my account? I have been doing the daily spins and collecting many points to save them up for a purchase. I feel that my account has been unfairly deactivated.

      Business Response

      Date: 04/04/2023

      Hey ******,

      Thank you for reaching out.

      We're so sorry for any frustration caused by not being able to use your account, and we would be happy to assist you. Please allow us to look into your situation by sending us an email at [email protected] with the details and including a link or screenshot of this review. We will be right there to assist.

      Thank you,
      Gopuff Support

    • Initial Complaint

      Date:04/01/2023

      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.
      WOW worst experience ever. First off I pay monthly for free delivery. This app has major issues they were offering a Promotion buy 1 get 1 for 5 cents. I clearly wanted to take advantage of the promotion so I added two bottles of wine to my cart but it kept removing one so I figured the  second bottle for 5 cents would be in my order. It did not come in my order I contacted customer service and ******* did nothing but waste my time. I have a newborn baby and just wanted to treat myself to some wine and this girl ruined my whole day. I'm cancel my subscription what senior specialist takes 40 minutes with no resolution. I'm so upset and annoyed

      Business Response

      Date: 04/04/2023

      Hey ********,

      Thank you for reaching out.

      We're so sorry for any frustration caused by not being able to use the wine promotion and would be happy to assist you. Please allow us to look into your situation by sending us an email at [email protected] with the details and including a link or screenshot of this review. We will be right there to assist.

      Thank you,
      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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