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

  1030 Cromwell Bridge Rd Towson, MD 21286-3308

• 

  Go Puff Food Delivery

  770 N Coit Rd Richardson, TX 75080-5426

• 

  GoPuff

  2720 Broadbent Pkwy NE Albuquerque, NM 87107-1628

• 

  GoPuff

  454 N 12th St Philadelphia, PA 19123-3762

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:10/26/2025

  Type:Service or Repair 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 ordered a pizza October 20th and when I went to make it on October 25th I saw that it had expired 7/30/2025. When I reached out to goPuff I was told I would get a credit for the item but then after a couple of minutes I was told actually they werent going to since it had been over 48 hours. You allow staff to give customers items that expired months ago but if I dont eat the item right away I am in the wrong and if I had not looked it could have made me incredibly ill. Then offer a credit for it and moments later take the offer back.

  Business Response

  Date: 10/27/2025

  Hi *******,
  
  Thank you for bringing this to our attention.
  
  After thoroughly examining our records, we have decided to honor the customer's request. We have processed a refund of $6.59 for the expired ****************************** that the customer received. Additionally, we have sent the refund confirmation to the email address linked to the account.
  
  Moreover, we will ensure that this issue is communicated to the team for a quality check at the facility.
  
  We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

  Customer Answer

  Date: 10/28/2025

  I am happy to have the refund but I do believe that you need to review your customer service team policies and attitudes because it is so unacceptable that someone has to go through this avenue to get a rightful resolution. If I had been someone who didnt know this was an option I would have just been out of luck and that seems like it is taking advantage of certain demographics of people. No one should be refused a refund for a failure completely on the side of your employees.
  
  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:10/24/2025

  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.

  Placed an order for 10:42, didn't receive order by 10:45, contacted support, was stuck waiting on them for over 40 minutes, was offered $6.49 as compensation, wasn't allowed to talk to a supervisor at that point.

  Business Response

  Date: 10/25/2025

  Hi *******,
   
  Thank you for reaching out and bring this up to our attention.
   
  Following a thorough examination, we have verified that this customer did contact our customer service team. Their order was cancelled and fully refunded by us, and on top of that, we issued a $5 gocash concession. As a valued customer, weve also added another $5 gocash for any inconvenience this may have caused.
  
  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: 10/27/2025

  [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:10/20/2025

  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.

  Today, *****, I ordered trash bags and diapers for my toddler. Then I got a text saying my order was delivered in which it never was. I reached out to their support who did not help me at all nor issue me a refund, They are STEALING money from me and my child! DO NOT trust this business for NO REASON. They will take your money. Kinda like a ponzi scam!!!!! I WANT A REFUND!

  Business Response

  Date: 10/21/2025

  Hi *******,
  
  Thank you for bringing this to our attention.
  
  After carefully reviewing our records, we have confirmed that the refund amounting to $20.65 for the specified order has already been processed on our side. The funds will be returned to the original payment method within 3-5 business days, depending on the banking institution. Additionally, a confirmation of the refund has been sent to the email address linked to the customer's account.
  
  We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

• Initial Complaint

  Date:10/18/2025

  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.

  To Whom It May Concern,I am filing a formal complaint regarding GoPuffs handling of its Fam subscription service and the inadequate support I received. On October 18, 2025 I deleted my GoPuff account without realizing that the Fam subscription must be canceled separately. Shortly thereafter, I noticed a $0.50 charge on my ***** Pay account. While this may have been an authorization hold, the larger issue is that GoPuffs system allows billing activity to continue even after an account is deleted, without clear notice to the consumer. When I contacted customer service to resolve this, I was repeatedly forced to restate my concern, with no acknowledgement or meaningful progress. This lack of recognition and accountability compounded the problem, leaving me without confidence that my subscription was properly canceled. A reasonable consumer would expect that deleting an account terminates all associated services, yet GoPuffs process creates confusion and unnecessary risk of ongoing charges. I submit this complaint not only to resolve my individual case but also to highlight a systemic issue that could affect many others. Transparency, fairness, and ethical billing practices are essential in subscription-based services, and GoPuff should be held accountable to these standards.Sincerely, **** ******

  Business Response

  Date: 10/20/2025

  Hi *******,
   
  Thank you for reaching out and bring this up to our attention.
   
  Following a thorough examination, we have verified that this customer did contact our customer service team. Please be informed that we will reach out to the customer to address this issue, and we have processed a full refund of $1.07 for their FAM subscription.
  
  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: 10/22/2025

  [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:10/15/2025

  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 am being charged for a subscription that I have not used or plan on using in over a month. Now im being told I cant receive a refund. Or Ill reach out to my bank to report the fraudulent charge.

  Business Response

  Date: 10/15/2025

  Hi *******,
  
  Thank you for bringing this to our attention.
  
  
  After thoroughly examining our records, we have decided to honor the customer's request. The refund of $8.59 has been processed successfully, and the amount will be credited back to the card that was initially charged. We have also cancelled the customer's *** subscription to prevent any future charges, as the subscription is set to auto-renew unless a cancellation is executed.
  
  
  Additionally, we have sent an email confirmation regarding the refund and the cancellation of the *** subscription to the email address linked to the customer's account.
  
  We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

• Initial Complaint

  Date:10/13/2025

  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.

  I placed an order today for some items and during check out it had each of the dozen eggs I was ordering with promo for $2.00 but I was charged $6.99 for one of the dozen. The description for each item does state limit 1, but I did order 1 of each different type of eggs. Total of 2 dozen ordered but each dozen was a different type and different brand. When I contacted the company I was told that I could only order 1 of each type of product for the promo. No where during the check out process nor could I locate on the app did it specifically say only 1 of each same product. In this case eggs. This is a very deceptive, and misleading practice. Pricing should be up front with clear intentions. I would not have ordered had I known the price ice was not was advertised. I would like a refund.

  Business Response

  Date: 10/14/2025

  Hi *******,
  
  We appreciate you bringing this matter to our attention.
  
  After conducting a detailed review, we have confirmed that the *** deal for Eggs, priced at $2.00 per dozen, permits a discount on only one item per product rather than per brand for each order. Consequently, the customer is being billed at the original price for the other brand of eggs.
  
  Please rest assured that we take all feedback seriously, and this experience will be shared with the relevant team for further consideration. We aim to continually improve our processes and ensure they meet the needs of our customers.
  
  Thanks again for your patience and understanding!

• Initial Complaint

  Date:10/10/2025

  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 spent $134.57 on a Gopuff grocery order. The driver did not deliver the order, marked it as completed, and took the groceries. I am a fam subscriber, and reached out to customer service expecting a redelivery. The customer service agent did nothing. I asked to be transferred to a supervisor who told me they would internally investigate ie. - we wont be refunding you for this theft of a $135 order.

  Business Response

  Date: 10/14/2025

  Hi *****,

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

  We have reviewed the information on the customer's account, and we found that the order was refunded by one of our representatives on October 13, 2025. Please be informed that the refund will be credited back to the original payment method within 3-5 business days, depending on the banking institution.

  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:10/09/2025

  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 never signed up for *** membership. I need this $8.70 refunded asap.I am giving gopuff a chance to respond before I file a formal claim with the BBB.

  Business Response

  Date: 10/09/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have reviewed the information on the customer's account, and found that the *** Subscription charge of $8.70 was already refunded. Please be advised that refund would typically takes 3-5 business days to be credited to its original payment method.
  
  Thank you!
  

  Customer Answer

  Date: 10/10/2025

  [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:10/08/2025

  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 my first GoPuff order on 10/7/24 totaling $105.21. I provided a clear description of my home grayish white with black shutters and black front and back doors. The driver ignored the description, did not contact me, and delivered my order to the wrong address. The delivery photo clearly shows a tan or yellow house with a white front door, which is not my home.I attached three photos: two showing my actual house with the black door, and one showing the incorrect delivery location. I was promised a full refund within 24 hours, but it has not been processed. Please review my proof and issue my refund immediately, or I will dispute the charge with my bank. The order ID is **********. This is quite frustrating that Go Puff is not holding their drivers accountable when they deliver to the wrong residence and that I keep getting told I would be refunded within 24-48hours and still have not been. I didnt receive my merchandise and would like my money back. I have provided this same proof for multiple Go Puff agents. I just want my money back the delivery photo provided by the delivery driver is not my house. My house is grayish white with both a black front and back door. I just want this Matter resolved Immediately.

  Business Response

  Date: 10/09/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have reviewed the information on the customer's account, and found that there were multiple linked accounts with the same address, and same concern of not receiving their first order. With this, we're unable to provide the desired settlement of the customer. Thank you!

  Customer Answer

  Date: 10/09/2025

  I am rejecting this response because I do not have multiple accounts linked to this address. My address is ********************************************************* And as I said it before my address has 1304 on the door not 1302
  
   Complaint: 23987572
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/09/2025

  Hi *******,
  
  We have made further investigation on the customer's account, and found that they mentioned their address was 1302 with one of our customer service agents not 1304. Due to inconsistent information provided, we are unable to provide the desired settlement. Thank you!

  Customer Answer

  Date: 10/10/2025

  [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: 23987572
  
  I am rejecting this response because: once again, I have attached a photo of my very own home in the first picture the second photo shows and is highlighted in green the color of the front door, which is white that is not my house and in the second Photo I also highlighted it in green a second time the description of my house. I also mentioned that I have a black front door which both my front and back door above black I recently had a glass screen door added to my front door. The third photo is a resolution from Gopuff themselves after multiple Conversation conversations with various agents I was offered a full refund back to my original payment method. Go puff Refuses to acknowledge that the driver made a mistake and did not read my delivery instructions as it was late night. However, what I will not tolerate is accusations of having another account When I recently just moved to this residence in the area. I would just like to know if I submitted in a photo, which is the first of my house that I sent in myself then how is the second photo? Showing my order clearly at a residence that has A white door? I dont even have a porch? Go puff refuses to hold themselves and their drivers accountable Contacting customers, which was never done when the order was supposed to have been delivered My phone number was attached The account, so there was no way that the driver could not have called me to let me know that they were lost They took and left my order at someone elses house. As I stayed at multiple times, my house is a big White House with gray, black interior and a black door. The Gopuff delivery photo does not depict that in any way shape or form. Go puff also went as far as Closing my account to avoid refunding me. And also accuse me of having another account in which that is false. There is a possibility that someone Who lived at the residence prior to me moving in possibly Had an account, but thats something I dont know. All I know is that this was my first Gopuff order. And again the first photo is of my house the second photo shows the  go puff order sitting (As I did go and highlight in green )so that you can see the front door is white and the interior of the house seems to be yellow or possibly tan in color The Gopuff delivery order is not my house. If this matter is not resolved, I will be contacting my financial institution And will proceed with the next steps to get my money back. I dont think its right thats go Fails to hold their delivery drivers accountable for not reading deliver directions or calling customers when they are possibly And then when a customer contact them and provides ******************** with photo proof of all delivery, go puff refuses to provide a suitable And instead, they try to find other ways to get out of being held accountable. If my house Has a black front door as stated In the circle photos in the second picture, then how is my order clearly sitting at a Residence with a white door? Not to mention My address is on my front door as well as on my back door If this was truly my house and delivery photo, then it would depict that. And again, my front and back door are both black and my front door also has a glass screen door.
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/13/2025

  Hi ******* *******,
  
  We appreciate the response.
  
  In addition to multiple linked accounts as well as same pattern of order history of those accounts, provided on the previous response, we tracked the driver's footprints and it was in the direction of the customer's pinned location which is the same on the address on the order.
  
  We have attached the delivery photo which also shows the home address for reference.
  With this information, we regret to inform the customer that refund is not applicable.While the customer set the order is a non-contact delivery, we highly encourage the customer to utilize the contact delivery option to ensure that orders will be handed over to them in person.
  
  We understand that the resolution we have provided is not what the customer had expected.
  Customer may file a dispute on his bank for the charge on his order instead. 

  Customer Answer

  Date: 10/13/2025

  [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: 23987572
  
  I am rejecting this response because: The photo provided by the driver is not my house. As stated multiple times I think I know what my house looks like my house is gray with black interior and a black door as I have provided  multiple times. The bank has resolved this matter on my behalf and I was refunded. I wish no further contact from this business and will let everyone know Go puff does not hold itself drivers accountable for not paying attention to where they are leaving and delivering customers orders. My bank has resolved this matter and I wish no further contacts from this business. Thank you and again make sure your drivers pay attend read notes and delivery instructions 
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/07/2025

  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.

  Go puff charged my card for a subscription I never signed up for. I havent used go puff since September so I reached out to them immediately letting them know of their mistake. They said they informed me of the upcoming charge but I checked all my emails and found no evidence of a notification. I asked them to show me where there is proof of this and they refused to show me. They said they will not refund me. And although it may only be 8.49 charge, its not right and they have done this to others. Its fraud and its theft. I looked it up and theres a California class action lawsuit against them for unauthorized charges. They need to be help responsible for stealing from customers.

  Business Response

  Date: 10/09/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have reviewed the customer's account using the given details, and found that there is no recent charge. By any chance the customer has a different account, we need the accurate details for us to further investigate. Thank you!