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

  3401 K St NW Washington, DC 20007-3544

• 

  goPuff

  1030 Cromwell Bridge Rd Towson, MD 21286-3308

• 

  GoPuff

  51 Rathbone St Providence, RI 02908-5610

• 

  GoPuff

  371 Dorchester Ave South Boston, MA 02127-2430

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:09/13/2025

  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 placed a H33333736333*3433393*H order totaling $*5.59 to my address. The order wasn't much, * pints of *** and ******** * coconut waters and a half dozen donuts. I left specific cross streets of where my home was. When the order arrived about an hour later, I realized it was not my address that the order was delivered to. I contacted H33333736333*3433393*H right away in which the offered me a redelivery. I was satisfied with this. In the description it stated to please contact me upon arrival. Again with the redelivery, the order was not delivered to the correct home and no one contacted me. I then reached out to support again and they stated there was nothing they could do. I even sent photos of where they delivered it and of my home with my address in the photo. No refund, no redelivery nothing. I then asked for a contact number of someone I could call and they did not provide that to me. This is stealing from customers as I did not recieve the goods I paid for nor was credited in any way the amount I paid for the items.

  Business Response

  Date: 09/16/2025

  Hi ******* *******, 

   

  We appreciate you for reaching out to us about the customer's order. 

  We have reviewed the order and reached out to the customer. We provided a full refund amounting $25.59 that will be posted back to the customer's original payment method within 5 business days.

   

  Respectfully, 

  **** ***** Gabayeron

  Gopuff Support

  Customer Answer

  Date: 09/16/2025

  [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:09/03/2025

  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.

  My Gopuff driver took a hot crack pipe out of my groceries. I have two kids. I had to throw the groceries away. Gopuff said they gave me a refund on the 20th. Then when u came back 7 days later they had an excuse as to why it didnt go through. So they initiated another one on the 27th. Now today I came back and guess what they said? The same excuse from last time. So now its been 14 days with no results. And that want me to wait another 7 days. Ridiculous.

  Business Response

  Date: 09/03/2025

  Hey there! 

  Thanks for bringing this to our attention. We apologize for the quality of the delivery for this particular order. Upon checking the Order #**********, a refund has been processed amounting $90.16 and we have issued $10 Gocash as additional compensation for the inconvenience this has caused. As always, thank you for choosing Gopuff! 
  

• Initial Complaint

  Date:08/31/2025

  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.

  OK, so I had an issue about Gopuff that the issue is that Gopuff couldnt resolve so I was going to get snacks for my grandkids because my grandkids wanted some snacks and then I ordered some snacks from go puff then when I got the bag from go puff delivery driver, there was missing items inside the bag which included ******** gummy worms, two rice, crispy treats,and a juice so I file a complaint against a supervisor and a agent, including their website and they said that they couldnt provide me a resolution which I find that confusing because I am a new customer and I dont got multiple refunds so I told them that if we cant have a resolution, then I will unfortunately have to file a dispute. They had to listen to the rules, which I know they have to listen to the rules, but this was a real complaint, but not even that when I went to the customer service, but the box said that they can issue me a refund of $19.24 which I told a supervisor, including an agent that the boss of their system said that they can provide me a refund, but they still deny and they still didnt listen, even though they are technically held accountable because dirt bike system said that they can find a resolution and please respond to me regard From *******

  Business Response

  Date: 09/02/2025

  Hi *******,

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

  We have reviewed the order and the reason why compensation has been declined. We can confirm that the customer was able to provide the PIN code to the driver served as security for successful delivery, providing the PIN to the driver means customer have acknowledged the receipt of their order in good condition and complete. It is evident that every item was thoroughly scanned by our staff, and the driver successfully scanned all components prior to delivering the order. For these reason, we can no longer provide additional compensation for the customer.

  Thank you!

  
  

• Initial Complaint

  Date:08/31/2025

  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.

  2 nights in a row I received the exact wrong item. The picker either is grabbing the wrong one (these items look alike) or they are substituting it without telling anyone. The first time I called they said its a rare circumstance that happens but they would give me credit. So I ordered again tonight and the exact same thing happened. I was flabbergasted. Seriously! So I went to chat and immediately sent them the proof and they told me that they dont credit more than one order with regards to this issue. So they confirmed that even though I had the proof of wrong item and it was clearly there that they will not credit me again even though it was clearly not my fault. It shows in my order that I ordered the Watermelon crush and picture proof shows what was actually delivered to me. I cannot understand how a company refuses to right their wrong. It does not make any sense to me.

  Business Response

  Date: 09/02/2025

  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 for the inconvenience caused. Please be informed as well that we have sent an email for refund confirmation to the customer.
  
  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:08/27/2025

  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.

  The go puff delivery driver of my order took personal pictures of my drivers license on his phone. I had to take his phone from him and delete them myself as they werent in the Gopuff app but for his personal records. I told him that was not ok. He only spoke Spanish. I informed Gopuff customer service and they told me they would take care of it. No case number was provided and no actions were outlined. I am truly concerned that this driver now has my personal information and no actions are being taken by Gopuff.

  Business Response

  Date: 08/27/2025

  We sincerely apologize for what happened. We have reviewed the concern regarding the incident report. Upon checking our records, we have already escalated this to our internal team and is already under investigation. Rest assured that this is documented and being taken seriously. 

  Customer Answer

  Date: 08/28/2025

  [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:08/25/2025

  Type:Order 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.

  You order from them they charge you and dont send you your items and even when you have proof they tell you they wont give you your money back or send a redelivery they are scamming and robbing people and this is bad for business

  Business Response

  Date: 08/27/2025

  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 for refund for the missing items. This decision has been communicated to the customer via email.
  
  We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

  Customer Answer

  Date: 08/27/2025

  [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.  Please pay attention to your supervisors on the customer service chat line they lie about their names and more. It should not have to get this far especially when I am a customer who orders every single night, and I had proof that they ripped me off.
  
  Regards,
  
  ******** *******
  
  

• Initial Complaint

  Date:08/24/2025

  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.

  3 ORDERS HAVE ISSUES AND GOPUFF THROUGH APP NOR LOGGIN IN ONLINE WILL CONNECT ME WITH ANY HELP TO FIX THE ISSUE. I AM A SUSCRIBBING MEMBER AND HAVE FOR YEARS. ORDERS - #********** (DELIVERED TO INCORRECT ADDRESS - ********** - FRAP WAS MADE INCORRECT AND SENT ************* ALSO OATMEAL WAS LIKE WATERAND THEY DID NOT INCLUDED SIDE EXTRAS REQUESTED *********** - FRAP WAS INCORRECT ASKING FOR ALL ORDERES AND/OR ITEMS TO BE REFUNDED TO ORIGINAL PAYMENT METHOD. IF APP IS NOT UPDATED, ALSO ASKING FOR MY MEMBERSHIPP FEE TO BE RETURNED BECAUSE THIS LEVEL OF SERVICES IS UNACCEPTABLE

  Business Response

  Date: 08/26/2025

  Hi *******,
  
  Thanks for reaching out.
  We have reached out to he customer via email ********************* and provided the requested refund as follows:
  
  0962653395 - Full refund amounting $36.59 
  
  ********** - $10.64 tax added
  Items refunded:
  Tall Espresso Frappuccino Blended Beverage -$5.9
  Piece Rolled &Steel-Cut Oatmeal- $3.95
  
  0246868669 - $7.56 tax added
  Items refunded:
  Venti Espresso Frappuccino Blended Beverage - $6.21
  Espresso Frappuccino Blended Beverage Caramel drizzle - $0.56
  Espresso Frappuccino Blended Beverage Vanilla syrup - $0.23
  
  
  We have also advised customer to reach out to us via our website in case she still unable to reach out to us via the app. This way, we can provide further assistance. 

  Customer Answer

  Date: 08/26/2025

  I was not able to reach out on web or app. Need a way to contact before placing any more orders. Please do email and figure out a why app is not working and online refers us back to app. 
  

  
  
  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:08/22/2025

  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 am a new customer with ********************. I was captured by their new customer 50% off welcome advertisements. I decided to give it a try and here we are. My initial order was placed August 14th 2025. I never received the 50% off. I even purchased a *** membership for 30 days which includes free shipping. I have placed 4 orders in total and still have not received the 50% off my first order. I have contacted customer support several times with a standard reply and refusual to resolve. I even requested a supervisor. I have been taking screenshots of all interaction, the promotion, everything. So to make this unprofessional service worse, I log in 3 days ago and it says "delivery temporarily unavailable" in which I have screenshots of this as well. Again here I am contacting customer service with no explanation after I explained delivery has randomly been down for 3 days after my paid membership has free delivery. As of today, I have not received the welcome 50% off new customer promotion. Customer support was dismissive and refused to resolve any issue. And I am still unable to place an order. I can assume that the delivery may have been blocked on my account after reaching out to support with complaints. All above issues mentioned come with support documents. This company is a bait and switch and appears illegal and unethical.

  Business Response

  Date: 08/24/2025

  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:08/21/2025

  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.

  I ordered $12.87 Grocery GoBag that was supposed to be valued at $42.93. What I received was a bag containing just $17 worth of goods. The whole point of the go bag is that you are getting things that are near expiration for a very cheap price. Instead I got near expiration goods for almost exactly the same as full price. I feel extremely disappointed and I would like some sort of resolution such as a replacement bag or a refund.

  Business Response

  Date: 08/21/2025

  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: 08/22/2025

  [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,
  
  Bri Liddell
  
  

• Initial Complaint

  Date:08/20/2025

  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 placed an order with GoPuff. Their driver hacked my account, stole money from me, and placed additional orders with other merchants. He then locked me out of my account. When I created a new account to contact ******************** customer service, they disconnected me in the middle of the conversation. However, they claimed no knowledge of who the driver was and I found that disturbing, because a company should know everyone who is employed for them. I have been hacked and stolen from and I would like my refund from GoPuff.

  Business Response

  Date: 08/21/2025

  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: 08/22/2025

  [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,
  
  ********* *****