Business Profile

Delivery Service

GoPuff

Headquarters

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

421 total complaints in the last 3 years.
193 complaints closed in the last 12 months.

If you've experienced an issue

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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:10/01/2025
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 placed an order and never received it. Contacted customer service and was offered a refund but declined and requested they redeliver it. They set up a new order and Once again I did not receive it. I Contacted customer service and as I was waiting the driver called me saying my apartment wouldnt let him upstairs so he left it with the people at the front desk. I go to the front desk and they say they dont have anything from gopuff and theyve been letting people upstairs all day so what he told me was not true. Also note the product was tobacco. Gopuff is required to ID and have you sign for all tobacco. I never signed and my id was never photographed or scanned because no one came to my door and I never got it. When I told this to customer service they refused me a refund or an opportunity to submit an official complaint
Business Response
Date: 10/04/2025
Hi *******,

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

We have reviewed the information on the customer's account, and was able to confirm the customer's claim. We will be processing the refund to the customer, and send a confirmation to their email.

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:10/01/2025
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 A 40$ ORDER AND WAS CHARGED 80$ NEVER RECIEVED ORDER AND THEY KEEP DOUBLE CHARGING MY ACCOUNT. I TIRED TO GET A REFUND AN THEY REFUSE! I KEEP TRYING TO CANCLE MEMBER SHIP AND IT WONT LET ME 8/22/2025 WAS THE DATE OF THIS ISSUSE.
Business Response
Date: 10/01/2025
Hi there!

We received their concern regarding the charge of $76.91. Upon reviewing our records, we found that this was for the Annual *** Subscription. The *** subscription has been utilized since August 22, 2025. As outlined in our policy, *** subscription fees are non-refundable. Due to this, the *** fee is no longer eligible for a refund.

If they ever want to make changes to their plan in the future, they can do so anytime in the "Plan Options" section of their account settings. Thank you.
Customer Answer
Date: 10/03/2025
[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: 23956891

I am rejecting this response because:

Regards,

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

i canceled within the hour. i keep trying to cancle but your not letting me!

Customer Answer
Date: 10/03/2025
an no im not to late its not my problem that you guys arent letting me cancle the memeber ship.
Also i have spoken to your emplyess since the day of an no one was willing to help.
Send me my f****** money back!
Business Response
Date: 10/04/2025
We apologize for any inconvenience caused. After carefully reviewing the customer's account, we found that they have reached out at the time the subscription started, and no orders were placed yet. We have decided to meet the customer's desired settled, and will reach out to them for confirmation. Thank you!
Initial Complaint
Date:09/30/2025
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.
They never delivered my items
Business Response
Date: 09/30/2025
We humbly ask for the specific order that the customer is referring to for us to further investigate.
Customer Answer
Date: 10/12/2025
Still never got the refund for the items that were missing and didn't get refunded for my fam subscription.
Business Response
Date: 10/14/2025
Hi *******,
We would be delighted to help the customer with their concern. However, we need more precise information to proceed with our investigation.
Thank you!
Initial Complaint
Date:09/29/2025
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.
on 09/28/2025, i made a delivery order from gopuff. an ad banner on their app stated that a hat would be given to customers who spent $50 and up.i specifically made an order just above the $50 threshold ($51.55), solely so i could get the advertised hat. i would not have ordered items i considered superfluous, had i been aware the hat would not be provided after all. overall, i spent at least $15-20+ i would not have spent ************ the order details, the hat showed as being available. when the order arrived, the hat was not with the order. i initiated a conversation with customer service. agent ******* informed me that the hat was likely out of stock. however, i have proven this to be false, as the app will allow me to proceed to checkout with a paid version of the hat in question (so it clearly is NOT out of stock).i can only deduce that gopuff is using misleading advertising and business practices, considering:1) if the hat were out of stock, it never should have been able to be shown in my cart as an in-stock item, much less be confirmed as one of the items that would arrive in my delivery;2) if there were only a certain number of free hats that were to be distributed, the advertising banner should have been removed once this threshold had been reached;3) the hat in question is not actually out of stock as was indicated by customer service, considering the full-price version is available;4) the ad banner saying hats will be provided while supplies last is false advertising, considering you are able to check out with a full-price version of the hat. customer service could offer no real explanation of nor rectification of the situation; i have canceled my long term membership accordingly, and will be notifying friends and family of gopuffs shady and misleading practices.
Business Response
Date: 09/30/2025
Hi There,
We have responded to the customer's complaint through email and provide full refund amounting $53.55 that will be posted back to the original form of payment within 5 business days.
Customer Answer
Date: 09/30/2025
i am satisfied at this companys efforts to resolve this case (after submission of the complaint to BBB); i am happy to accept the provided solution, though i do wish it could have been resolved during the initial customer service interaction, rather than requiring escalation to BBB to arrive at a satisfactory resolution. gopuff we can be friends again :)
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:09/25/2025
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.
BUSINESS NOT RESPONDING TO ACCOUNT REACTIVATION ISSUE NO RESPONSE FROM ESCALATION TEAM #******* ACCOUNT UNWARRANTLY DEACTIVATED LIVELIHOOD AFFECTED NO RESPONSE FROM "ESCALATION TEAM"
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 driver did contact our driver service team. Please be informed that their account has been reactivated and they are ready to drive.

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:09/21/2025
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.
Issue:On September 14, 2025, I placed an order through Gopuff that included:Tru Fru Natures Bananas Hyper Chilled Peanut ************* Chocolate Fruit Riot Frozen Sour Mixed Grapes Beemax Dubai Chocolate (7.4 oz)These items were missing from my delivery. When I spoke with the driver, he told me, Dont worry, Ill make a note so you get refunded. However, no refund was ever issued.I contacted Gopuff support, but they refused to refund or replace the missing items, stating that my account had too many prior reports of issues. Some of those prior reports were for expired products, not missing deliveries, and are unrelated to this order.Concerns:This order was paid for with *** funds (government assistance for food). Denying replacement or refund means Gopuff is keeping money for items I never received, which could be considered theft of state/federal funds.The photo proof the driver uploaded shows only a Gatorade bottle, not the full order, which supports my claim that the items were never delivered.Gopuffs customer service dismissed my concern and refused to escalate further, despite me asking for a supervisor review.Resolution Requested:I request either:1.A full refund of the missing items to my EBT account, or 2.A replacement delivery of the items I paid for.I also request that Gopuff review this incident carefully, as their refusal to correct this issue could amount to mishandling of EBT funds.Customer Information:Name: **** ******* Order Date: September 14, 2025 Payment Method: EBT
Business Response
Date: 09/22/2025
Greetings *******!

We have conducted a thorough review of the customer's account and have reached the conclusion to deny the request for compensation regarding their concern. The customer has a history of quality and order issues on our end. To clarify, they have made a total of 6 orders, and they reported expired and missing items in three of those orders, making this the fourth one. Moreover, the customer contacted us after 48 hours from when the order was placed. The order was delivered on September 14, 2025, and the customer reached out to us on September 21, 2025. According to our policy, Gopuff allows customers 48 hours to report any issues with their orders. Therefore, we have decided to deny the customer's request to refund or redeliver the missing items.

Thank you!
Customer Answer
Date: 09/23/2025

I completely disagree with Gopuffs denial and need to set the record straight.

On September 14, 2025, I did not receive all of the items I paid for. My Ring camera footage with audio clearly shows:

The driver placing only part of the order on my stairs.
The driver returning to his car with other bags that should have been mine.
The driver admitting, on audio, that he would make sure I get a refund.

This is indisputable proof that the items were never delivered and that the driver knowingly misled me.

Gopuff is trying to lump unrelated complaints together. Previous complaints were about expired items, which is a quality issue. This complaint is about missing items due to non-delivery and driver misconduct. These are completely separate issues, and Gopuff is wrong to use past expired-item complaints as an excuse to deny this case.
Their claim that I reported too late is unacceptable. This isnt about late reporting its about the fact that the items were never delivered at all. A policy deadline does not erase the fact that my video and audio evidence proves I was stolen from.
This order was paid for using *** funds. By refusing to redeliver the missing items, Gopuff is withholding state food assistance, which raises serious legal and ethical concerns.

Resolution Requested:
I am not asking for a refund. I am demanding that Gopuff redeliver the missing items that I already paid for.

If Gopuff continues to deny this despite clear proof, I will release the video and audio to the news media. Consumers deserve to know when a companys driver removes items, admits it on audio, and the company then refuses to make things right.

Complaint: 23913827

I am rejecting this response because:

Regards,

**** *******

Business Response
Date: 09/24/2025
Hi *******!
We have re-evaluated the customer's account once more. Notably, the primary concern pertains to order **********, which had three items missing. The customer brought this issue to our attention seven days after the order was delivered. Specifically, the order was delivered on September 14, 2025, and assistance was requested on September 21, 2025.
In accordance with our policy, Gopuff permits customers 48 hours to report any issues related to their orders. We understand that this may not be the resolution the customer desires; however, we have come to the decision to deny the request for any compensation regarding this matter.
Your understanding in this matter is greatly appreciated!

Customer Answer
Date: 09/24/2025

Gopuffs response shows a complete lack of accountability and selfishness. Instead of addressing the facts, they hide behind a 48-hour policy as an excuse to keep money for items I never received.

My Ring camera with audio proves the driver only dropped part of my order, then took other bags back to his car. On the audio, the driver clearly told me I would get a refund. If even the driver admitted I was owed compensation, Gopuff has no right to deny it.
Gopuff is selfishly grouping in unrelated past complaints about expired items to dismiss me, when this case is clearly about missing items and non-delivery.
This order was paid with EBT funds. By refusing to redeliver, Gopuff is withholding food assistance from someone who depends on it. That is not just poor service it is unethical.

I am not asking for a refund. I am demanding that Gopuff redeliver the missing items I already paid for.

If Gopuff continues to ignore both hard evidence and their own drivers admission, I will escalate this with the ************************************************************ and release the video/audio to the news media. Customers deserve to know when a company chooses selfishness over integrity.

Complaint: 23913827

I am rejecting this response because:

Regards,

**** *******
Initial Complaint
Date:09/18/2025
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 ordered items on gopuff and they didn't fulfill the order. They demanded I take a picture of the bag I already threw away. (Who hangs on to the bag) They also demanded a picture of the receipt. (They have never included one in any of my orders) Then refused to refund me. Even though you could get a gopuff bag and put anything next to it. That wouldn't prove anything. I think they did it on purpose so they could steal the money.
Business Response
Date: 09/19/2025
Hi *******,

We appreciate you bringing this matter to our attention. Unfortunately, after carefully reviewing the customer's recent claims, we regret to inform that we are unable to provide any further concessions at this time due to multiple claims previously processed. Furthermore, the order required a valid ID upon delivery, which the customer provided, and they personally received the order. Please note that the driver cannot finalize the order if the component or bag code is incorrect, or if there is no label on the bag, as the driver needs to scan the bag code to complete the delivery on their end.

We sincerely apologize for any inconvenience this may have caused. Please know that we value our customer's business and are here to assist with any other inquiries may have. Thank you for the continued support and understanding in this matter.
Customer Answer
Date: 09/19/2025
[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: 23904791

I am rejecting this response because:
You guys mess up all the time. If the driver happened to switch the order into a unmarked bag. How is that my fault? Maybe you have an organizational issue. Yes, I signed for an order. Which was a bag that wasn't handed to me until I signed. The contents of the bag did not contain my order. The bag however is irrelevant. You could buy a gopuff bag or have an order. Then put ANYTHING next to it. Then claim that is what you received. A picture isn't proof of anything. It's an arbitrary barrier to prevent upholding your obligations.

Regards,

***** ******

Business Response
Date: 09/19/2025
Hi *******,
We totally understand where you are coming from. We have reviewed this situation once more and, we have verified that all items purchased were correctly scanned and processed in our warehouse, and every product was included in the customer's bag. The order was delivered successfully, and the customer's ID was provided and scanned. Please note that the customer has the opportunity to check the bag upon delivery to ensure their order is complete and accurate. Additionally, the ** code on the bag cannot be exchanged for anything, as this would prevent our driver from completing the delivery.
We know that this may not be the resolution you were hoping for, but given the evidence at hand, we are unable to provide any additional compensation for this order.
Your understanding in this matter are greatly appreciated!
Initial Complaint
Date:09/16/2025
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 unauthorized payments on my card from this *************** refuse to refund my account
Business Response
Date: 09/16/2025
Hi *******,

Thank you for bringing this to our attention. Upon further review with the customer's account, we found that the customer have opted in to the discounted FAM Subscription. Please be advised that the discounted rate is billed annually which is equals to $2.99 per month plus taxes. Additionally, FAM fees are non-refundable, as outlined in our policy.

However, we have decided to extend a courtesy regarding the customer's FAM subscription. The cancellation was already processed to prevent future charges and a refund of $38.46 has been successfully processed as well back to the original payment method.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Initial Complaint
Date:09/15/2025
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.
On September 11th, 2025 I made a purchase from Gopuff in the amount of $40.54 using my credit card ending in 5841. Two days later on September 13th, 2025 I was looking over my credit card statement and noticed another charge from GOBRANDS **** in the amount of $76.19 for an Annual FAM Membership. I NEVER signed up for this membership, nor did I authorize this payment on my credit card. I immediately on that same day contacted Gopuff via chat because that's the only way you can contact them. I explained to the representative that I did make a purchase on September 11th in the amount of $40.54, but I NEVER signed up for an Annual FAM Membership for $76.19 and would like to have a refund returned to my credit card. The representative stated that unfortunately I can not get a refund because the payment has already been processed. I told the representative the payment was processed without my knowledge or authorization. The representative went on to say that once a payment has been processed it can't be returned. I told the representative that I'm on disability and can not afford this membership. I also explained I would NEVER signed up for an Annual FAM Membership because I don't use or order from Gopuff that often, so I have absolutely no need for this membership. I also explained I'm on a fixed income, and there are more important things in my life that I can use that money for like paying a bill, buying food, and pay for my medicine. Those are necessities that I need to survive. The representative did not care about what I was saying and continued to tell me I will not get a refund. I did some further research and found a statement from Gopuff about refunds that stated customers are legally entitled to refund without 14days after the payment has been processed with no reason. I sent a copy of the statement to the representative on the Chat so that she could see it. She then said that Gopuff has the sole right to decide if a refund will be issued. SO FRUSTRATED!!!
Business Response
Date: 09/16/2025
Hi *******,

We appreciate you bringing this matter to our attention. After conducting a thorough review of the customer's account, we discovered that during the order placement, the customer opted in to FAM Subscription, which is the reason for the charge associated with FAM. Please be advised that *** subscription fees are non-refundable once enrollment is complete, as outlined in our policy.

We apologize for the inconvenience and appreciate the patience throughout this process. Please do not hesitate to contact us for any additional questions.
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,

*** *****

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GoPuff is NOT a BBB Accredited Business.