Business Profile

Delivery Service

GoPuff

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for GoPuff's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

381 total complaints in the last 3 years.
167 complaints closed in the last 12 months.

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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:07/18/2025
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.
I have used gopuff and I've continued to have cancelled orders and have had to pay twice for stuff and I ask for refunds and they say they are going to refund me but I don't receive them and when I talk to customer service they say that I need to contact my bank but they have no proof of them even putting in the refund a total of ***** has been taken from me with out no explanation why they aren't able to give me my refund back on cancelled orders on their end
Business Response
Date: 07/20/2025
Hi *******,

Thank you for bringing this to our attention.

After carefully reviewing our records, we have confirmed that the refund has been processed for both of the customer's orders. We have listed the refund details below for reference:

Order#********** - $14.37 - refunded on 7/11/2025
order#********** - $21.29 - refunded on 7/13/2025

Both refunds were processed back to the original payment method which is an EBT card. The customer will need to reach out to the appropriate *** customer support lines for further assistance with the refunded amounts.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Customer Answer
Date: 07/20/2025
[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: 23620233

I am rejecting this response because: no where on my account does it say that I was given a refund and I contacted my *** account and they said that there is nothing on my account that states I was given a refund ! I have more then those refunds I have 4 in total that I have not been reimbursed! They insist on giving me credits which I will not take for the simple fact that they keep cancelling on there end , I haven't received a refund from this company. I want my money back !!! They are the ones who have it Not my EBT card

Regards,

****** *****

Business Response
Date: 07/21/2025
Hi *******,

Upon reviewing our records once more, we have confirmed that the refund for both orders has been processed on our end. Please refer to the previous communication we have sent to reach out the *** customer support for further assistance with the refund.

We are committed in providing best experience to our customers and we thank you for allowing us the opportunity.
Customer Answer
Date: 07/21/2025
[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: 23620233

I am rejecting this response because:

Regards,

****** *****
Initial Complaint
Date:07/16/2025
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.
I have being charge a monthly subscription of 7.99$ by gopuff since November 2024. All this without my knowledge or consent. I have not made any order on gopuff since 2023 and therefore did not agree to any subscription plans in November 2024. After contacting gopuff assistance to cancel this subscription and get a refund, they said they could not refund me as the fees had already being charged.I **** a full refund of this subscription: 0.99$ (first month) + 8*7.99$ = 64.91$
Business Response
Date: 07/17/2025
Hi *******,

Thank you for bringing this to our attention.

After carefully reviewing our records, we have made the decision to fulfill the customer's request. We have also directly communicated this decision to the customer.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Customer Answer
Date: 07/17/2025
[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:07/15/2025
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 delivery service regularly advertises 10 minute delivery and can not physically do that. I have dozens of transactions that show times and they've never ever come close to 10 minutes. I've filed this complaint with the company several times over the last year and while they claim it will be addressed they never have. Also their customer service doesn't actually speak with corporate or management of any kind.
Business Response
Date: 07/16/2025
Hi *******,

Thank you for reaching out and bring this up to our attention.

After a thorough review of the customer's account, we discovered that the most recent order placed on 7/14/2025 arrived within the expected timeframe. Given the high volume of orders, we anticipated potential delays. Since the order has been received by the customer, we are unable to issue a full refund. Nevertheless, we will offer a discount or credits to compensate for the inconvenience caused.

We consider this feedback valuable for enhancing our services in the future. Please note that we will contact the customer to resolve this matter.

Thank you!
Customer Answer
Date: 07/16/2025
[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: 23601863

I am rejecting this response because:
the issue is they say the groceries will come in 10 minutes and can not physically do it. there were no delays in my order. they are still lying about wait times to the customer

Regards,

***** *****

Business Response
Date: 07/16/2025
Hi *******,

We sincerely value your input and acknowledge that this was not the suitable fit. We will implement enhancements to the process based on the feedback we have gathered.
Customer Answer
Date: 07/16/2025
[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: 23601863

I am rejecting this response because: I would like a timeline for when the updates to the website will take place and be contacted when the updates happen.

Regards,

***** *****

Customer Answer
Date: 07/18/2025
they have not responded to my request of a timeline for fixing the false advertisement. I do not think they plan on fixing it at all.
Initial Complaint
Date:07/15/2025
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.
On multiple occasions I have placed an order with gi puff and given an order time and it has never happened- my order has never come or come at like 6am when I am asleep. They are fraudulent with this order times and their lies about order times make you place an order and subscribe- but you dont get what you pay for. This will be my third time having to submit a dispute with a credit card company due to their fraud.
Business Response
Date: 07/16/2025
Hi *******,

Thank you for reaching out and bringing this up to our attention.

After a thorough review of the customer's account, we found that the latest order, which was made on 7/14/2025 at 11:27:15 PM, is delayed in its estimated time of arrival due to some technical issues. The customer has decided to cancel the order. The refund will be processed automatically, and the funds should be credited back to their account within 3-5 business days, depending on your banking institution.

We take such experiences seriously and view them as feedback to improve our services.
Thank you!
Initial Complaint
Date:07/14/2025
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.
The 9th of July, I went to GoPuff app to order some things. I noticed an advertisement for $2.99, for a membership for that week only, and I didnt see anything else on the ad. I assumed it was $2.99 starting off, the go up to the regular price the following month. Gopuff ended up taking $35.94 off my card without my knowledge. That was the price for the year, they said. But I didnt know I had to pay that much right then and there, that was my last from donating plasma. I contacted Gopuff through the app. The agent and the supervisor said I couldnt get a refund because, they notified me for cancellation, and the money already processed. They said even if I cancel Im not going to get my money back. I had to threaten the third ****** to filing a dispute with my bank, in order for them to say they will escalate it to the refund team to investigate. That I had to wait 24 to 48 hours. I waited 24 hours and contacted Gopuff again, to warn them if they dont contact me I will take it to the BBB. I waited 48 hours, Godpuff didnt email me. Friday, another agent escalated again to the refund team. No contact me yesterday neither. I contact Gopuff, they lied saying I did get an email, I asked what was it because I didnt receive it. The agent said for me to cancel the membership, I told the agent I cancel the membership the same day they took my money. The agent lied again, saying I cancel on my end, but I showed him proof (screenshot). Then he said I have to wait another 24 to ****************************************** These people are playing games and telling lies just to stall from giving me my money back. They didnt even want to give me the correct city and state only to where they are to report them here. I didnt ask for the address. At this point they are stealing. They even took down the ad that said the membership was $2.99 for that week only, the $35 dollars was not mentioned on the ad. I seen where it was $35 yearly when I went to cancel.
Business Response
Date: 07/15/2025
Hi *******,

Thank you for reaching out and bring this up to our attention. We have reviewed the information on the customer's account, and have decided to meet the customer's decided settlement. Please be informed that we will reach out to the customer to address this issue. We are committed to providing outstanding service to our clients, and this is not the level of experience we aim to offer.

Please be assured that we will take appropriate measures to resolve this issue.

Thank you!
Initial Complaint
Date:07/11/2025
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.
Go Puff ( Go brands **** located in *******, ** over charged me for one bag of chips on order number **********. The order was $11.54. They forced charged an additional $35.94 on a separate charge causing me to pay $50 for one bag of chips. This is robbery and a scam and I would like a refund of the unauthorized charge of $35.94. I did not authorize another charge.
Business Response
Date: 07/13/2025
Hi *******,

Thank you for reaching out and bring this up to our attention.

We found that the customer's account linked to the given email and phone number does not have an active FAM subscription. However when we check the given order number, the account linked to it has an active Annual FAM Subscription, this is where the $35.94 make from. As per terms and conditions, the utilized FAM subscription is non-refundable.

As a one-time exception, we have decided to meet the customer's decided settlement. We are committed to providing outstanding service to our clients, and this is not the level of experience we aim to offer. Please be assured that we will take appropriate measures to resolve this issue.

Thank you!
Customer Answer
Date: 07/14/2025

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.
Please issue my refund. Thank you !
Initial Complaint
Date:07/06/2025
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.
Go puff continusly steals money and doesnt deliver or give refunds!
Business Response
Date: 07/08/2025
Hi *******,

Thank you for reaching out and bring this up to our attention. Upon further examination of the customer's account, it appears that there are no orders at this time.We kindly request additional account information to enable us to proceed with our review and deliver exceptional service.

Thank you!
Initial Complaint
Date:07/06/2025
Type:Sales and Advertising 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 cancelled a subscription to this company well over a year ago in April of 2024. I have a dated email with proof (4/11/24), and my account with this company shows I do not have an active subscription, however this company continues to charge me monthly. I have attempted to resolve this issue with the companys customer service multiple times, and the issue was never resolved even with promises that it was. Eventually I had to contact them via email, and they plainly stated they would issue no refunds despite my proof that my subscription was cancelled. They stopped responding to me. Eventually I had to get my bank involved because the company was unwilling to stop making unauthorized charges on my account.
Business Response
Date: 07/07/2025
Hi *******,

Thank you for reaching out and bring this up to our attention. We have reviewed the information on the customer's account, and have decided to meet the customer's decided settlement. Please be informed that we will reach out to the customer to address this issue. We are committed to providing outstanding service to our clients, and this is not the level of experience we aim to offer.

Please be assured that we will take appropriate measures to resolve this issue.
Thank you!
Customer Answer
Date: 07/08/2025
[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:07/05/2025
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.
This company has deceptive practices to take and steal your money. I wanted to cancel my family subscription. There was nowhere in the app to allow me to do so. My only option was to remove all of my payments so they would not try to charge me. I removed all my payment authorization from the account yet and still charged me. Once I complained about the fact that I could not cancel and they still charge me they quickly canceled my account even though they had charged me $7.99 that day. did not give me any more access to FAM even though I paid for that. This is purely a scheme to steal from customers!
Business Response
Date: 07/08/2025
Hi *******,

Thank you for reaching out and bring this up to our attention. We have reviewed the information on the customer's account, and have decided to meet the customer's decided settlement. Please be informed that we will reach out to the customer to address this issue. We are committed to providing outstanding service to our clients, and this is not the level of experience we aim to offer.

Please be assured that we will take appropriate measures to resolve this issue.
Thank you!
Initial Complaint
Date:07/02/2025
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 used them for several years and always paid monthly. My card was used fraudulent and had it cancelled. When I received my new card I put it in and they automatically charged me for an entire year. I reached out and advised them that I never agreed to a year just for the monthly option and wanted a refund of the ***** and was told they do not offer refunds. Then they cancelled my subscription after I paid for an entire year. I have sent numerous emails, asked for a manager because email seems to be the only way to contact them. And every email they said they cannot refund me and my subscription was cancelled. I said over and over I dont wish to cancel my subscription especially since I paid for a whole year without an option of a refund. If *** paid for a year I should be able to use it. Not the case. They said I would have to rejoin and pay again because they already canceled my subscription. All I wanted was the refund of the full year so I can pay monthly like I have for years. They refused to reactivate my account for the year I just paid for and said I would have to pay all over again to rejoin. Like I said I repeated in every email that I did not want to cancel it especially since I just paid for it. Every email was the same response. We cant issue a refund and we have cancelled your subscription no matter what I said. I couldnt believe they just took my money and then decided to cancel my year because I asked for a refund. I already paid for it and they should honor the year I paid for
Business Response
Date: 07/02/2025
Hi *******,

Thank you for bringing this to our attention.

FAM subscription fees are non-refundable as per our terms and condition and we are unable to manually reinstate their subscription after the cancellation however after careful consideration, we have made the decision to fulfill the customer's refund request as an exception. We will communicate with the customer regarding this decision.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

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GoPuff is NOT a BBB Accredited Business.