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

  454 N 12th St Philadelphia, PA 19123-3762

• 

  Gopuff

  615 S Dayton Ave Ste 101 Ames, IA 50010-6421

• 

  GoPuff

  601 Portage Rd. Kalamazoo, MI 49007-5325

• 

  GoPuff

  2720 Broadbent Pkwy NE Albuquerque, NM 87107-1628

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:08/17/2025

  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.

  Every time I order from go puff my order takes 2-3 hours. This is the 10th time this happened. I contacted support and the supervisor Abhishek was very rude and unhelpful. The supervisor kept repeating the same thing. This is unacceptable!

  Business Response

  Date: 08/18/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  After carefully reviewing our records, we have decided to add $10 Gocash on the customer account for any inconvenience caused. Please be assured that we will take appropriate measures to resolve this issue.
  
  We are committed to providing outstanding service to our clients, and this is not the level of experience we aim to offer. 
  
  Thank you for giving us the opportunity to make it right!

• Initial Complaint

  Date:08/17/2025

  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 an order that totaled $515.07 on 8/16/25, and only received 2 out of the 6 items. Shortly after the order was placed, the delivery person messaged me on my personal phone to ask me for a tip because gopuff did not to them. The order had not even been delivered yet. I told the driver that he was not allowed to use my phone number, not was he allowed to ask for a tip (illegal in nyc). The driver continued to message me so I reached out to Gopuff for assistance. By the time an agent messaged me back, the driver was at my door. He brought 2 bags but only gave me one bag. He was caught on camera leaving with the other bag ( I couldn't see what was it). I reached out to Gopuff for assistance and submitted the texts from the driver, as well as the photo of the driver. I explained the situation and the representatives (including supervisor) said they could not help me. I'm out nearly $500 because the driver style my order. I'm addition, gopuff gave the driver my phone number, which was abused. Gopuff has taken my money without delivering, and allowed their driver to harass a customer. I did request a refund or re-ship and was met with the same robo-messages.

  Business Response

  Date: 08/19/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have reviewed the information on the customer's account, specifically the order that they are referring to. Upon review, we found that the whole order was successfully delivered as the customer provided an ID for verification and have signed which means they received the order. Thus, we're unable to meet the customer's decided settlement. 
  
  Thank you!

  Customer Answer

  Date: 08/19/2025

  I ordered 3 bottles of wine, a bottle of salsa, and 2 bottles of water. 

   
  
   Complaint: 23757937
  I am rejecting this response because:
  

  I ordered 6 items and the driver brought 2 items.  I ordered 3 bottles of wine,  2 bottles of cortisol water,  and 1 bottle is salsa.  The driver took my license but left with 1 bag.  It was caught on our building surveillance. 

  The driver has also been harassing me for a tip through text prior to delivering anything. He claimed that gopuff did not actually give them the tips.  HE SHOULD NEVER HAVE HAD ACCESS TO MY PHONE NUMBER AND HE HAS BEEN REPORTED TO POLICE, A LONG WITH HIS PHOTO AND PHONE NUMBER.

  I believe he took the main part of my order because I told him I would report him to gopuff. 

  Surveillance and my doorman can attest to this statement. 

  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/20/2025

  Hi *******,
  
  Thank you for this response.
  
  Upon thorough examination of our records again, we have verified that the delivery partner scanned and delivered 2 bags. Thus, we remain resolute in our prior decision and will not be issuing any compensation for this order.
  
  We did not come to this conclusion lightly and the decision is final. No further action or contact is required.

• Initial Complaint

  Date:08/14/2025

  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.

  Hackers are pretending to be this company. And I want to know how their pickup service work. Can anybody that wants to deliver the order? Or do they pick their delivery drivers for the deliveries? Cause these hackers like to play with people intelligence. I ordered, and it is taking longer than it should like I said.They are pretending to be this company when it comes to chat.Everybody is foreign every company.I am associated with they are always foreign and like I said, when it comes to their delivery service.Can people pick whether or not they want to get the delivery or not so can you ask the company that please

  Customer Answer

  Date: 08/15/2025

  And the hackers keep putting that unusual activity on my account. And like I said, this is not the company that is doing any of this.

  Customer Answer

  Date: 08/15/2025

  And ******* coming from norton

  Customer Answer

  Date: 08/16/2025

  These are not all of the messages and the thieves were real agents.I should be back into my ********** has been day mow and like I said, these are hackers pretending to be customer ********* you see how they do not respond

  Customer Answer

  Date: 08/16/2025

  And this is what these hackers do, but you have to stop me from using my account. They will They will make it unusual activity. So they can read So they can leave my So they can leave my account So they can leave my account looking like So they can leave my account looking like that So they can leave my account looking like that for as long as So they can leave my account looking like that for as long as they want So they can leave my account looking like that for as long as they want to So they can leave my account looking like that.For as long as they want now they are So they can leave my account looking like that.For as long as they are messing with So they can leave my account looking like that.For as long as they are messing with my work So they can leave my account looking like that.For as long as they are messing with my words

  Business Response

  Date: 08/19/2025

  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:08/09/2025

  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 has the continual issue for me as an individual wherein orders that are returned as undeliverable, either because of driver ineptitude of locating addresses or contacting purchases, or any other number of other causes do not return payments automatically. As such, any order small or large might easily go unnoticed on your credit card bill because one would expect the charges to be reversed. I contacted support and was told ** needed to have contacted them in 48 hours to have it easily disputed. This is a scam, taking money from people that are trusting it companies lie these.

  Business Response

  Date: 08/14/2025

  We understand the concern regarding refunds for cancelled orders. Upon reviewing our records, the order was cancelled since the customer wasn't at the location upon delivery. The support tried to call them twice but no calls were picked up. Order wasn't refunded since customers are given 24 hours to contact customer support for a redelivery that's why it is best to contact Customer Support right away for further assistance and to ensure that the issue will be quickly fixed.

• Initial Complaint

  Date:08/06/2025

  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 on July 29th 2025 and 3 out of 5 of my items were missing or out of stock. the total was initially ***** but with the missing items it was reduced.i ordered 2 rice crispy treats for $3 1 delta light 5MG THC bright ***** ******* for 0.25 1 birder 5MG THC wild ***** lemonade 4pk for $11.77 1 delta light 5MG THC tropical mango ******* 0.25.The items that were missing:2 rice crispy treats for $3 And the Birdie THC ******* for $11.77 I was told I would receive a refund for the missing crispy treats and the birdie THC ******* In 3-5 days.I waited for a refund until today when I reached out to support and they stated they have no record of an order for $***** I provided a screenshot of the amount on my bank statements and also the email that was sent to me by their establishment and they ignored all evidence and said they wont refund me or offer a solution at least. I want money back.

  Business Response

  Date: 08/06/2025

  The order# ********** that the customer references does not contain the items she quoted. It consisted of only 4 items. 2 Krispie treats and 1 Delta ***** ******* and 1 delta mango *******. 
  She contacted our service department and advised the system she did not receive the two Krispies. She was given credit for both of those. As the amount was under $10 is was given to her as a credit on her gopuff account, not back to her card in the amount of $3.31. Of which that total is still available on her account to use. 
  
  

• Initial Complaint

  Date:08/01/2025

  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.

  Delivery person was horribly abusive, and customer support refuses to provide support.Specifically, the delivery person went to the wrong address, then swore at me when I was standing under the actual address, then gave me the middle finger walking away.Gopuff customer support (Akash, then *******) abjectly refuses to accept any blame / provide any support. They are pretending not to have access to my account, although I've caught them in several lies which says that they do. All-in-all, Gopuff should not be allowed to conduct business.

  Business Response

  Date: 08/01/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have examined the details concerning the customer's account and the issue related to recent order placed on 7/31/2025 which had an issue with their driver. We sincerely apologize for any inconvenience this may have caused. We treat these reports with utmost seriousness and have informed the specialized team.
  
  We are dedicated to delivering exceptional service to our clients, and this does not reflect the standard of experience we strive to provide. Please rest assured that we will implement the necessary steps to address this issue.
  
  Thank you!

• Initial Complaint

  Date:07/31/2025

  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 placed an order using my partner's account and it kept charging his card instead of my EBT card so he had to cancel it multiple times because he kept retrying and it kept charging the wrong card. It turns out it actually charged my EBT card every time for the full amount. All orders were cancelled immediately after placing them and I still have not received a refund on my EBT card. This is theft and I need all of my funds back immediately. Never using this app again

  Customer Answer

  Date: 08/01/2025

  It doesn't show that it charged my EBT card but it did. I have no way to access my *** account online because it's not like a bank account, I have to call the number on the back of my card to get the balance every time. I shouldn't have to show proof of the transaction GoPuff has it in their records that is their responsibility. I would not be making this report if I was not telling the truth?? I have already reported this to the *** and they did not ask me for receipts. 

  Business Response

  Date: 08/01/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have assessed the information pertaining to the customer's account and found that their last order was placed on 12/7/2024 and was delivered successfully. There is no necessity to locate the cancelled order, nor will we need any relevant details about the customer account or the order number, which is greatly appreciated.
  
  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: 08/10/2025

  [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: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  I already stated that I did not use my account for this order I used my friend's account and still have not been refunded to my EBT card. I had it selected to pay from my *** and it charged my friend's card on his account AND for some reason also charged my EBT card for the full amount of the order, and the order was cancelled immediately after. So I never received anything and my *** funds have been stolen, this is FRAUD and THEFT and I will be reporting this to the authorities.
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/15/2025

  Hi *******,
  
  Thank you for reaching out and bringing this up to our attention.
  
  We have reviewed the information concerning the customer's account and discovered that their last order was made on 12/7/2024 and was successfully delivered. There is no requirement to find the cancelled order, nor will we need any relevant information about the customer account or the order number, which is greatly appreciated.
  
  Thank you!
  

  Customer Answer

  Date: 08/15/2025

  [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: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  This is the same response I already rejected. I will be reporting this to **** immediately for fraud and theft. Absolutely unacceptable. I still have not received a refund. I already stated multiple times that I did not use my account with my name I used someone elses, the order number was 8820674423. Use this order number to refund me immediately. 
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/17/2025

  Hi *******,
  
  Thank you for letting us know about this. We've taken a further look regarding the concern of the customer, specifically the order number that was provided. We found that the order was cancelled on the customer's end, and the refund has been initiated already back to its original payment method. Furthermore, we found that *** was not used on the order that the customer mentioned. Thus, we are not able 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. In any case the customer is able to provide further details on the concern, we will gladly provide further assistance.
  
  Thank you! 

• Initial Complaint

  Date:07/27/2025

  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.

  It was a simple solution. They had a special. The terms were clear and I had already ordered it earlier. I knew how it worked. When I ordered it later, I was charged full price in spite of the fact that both the item listing showed the special price and the special was again referenced at checkout. It was a 5 dollar error and it was obvious. I got a *** that knew nothing about the specials and didnt want to look at what I was sending to her. She wrote me an incorrect response, did not review the proof which I sent in photographs and ***eatedly cut and pasted her answer to me. Instead of a simple, customer friendly, accurate credit, I got run around for nearly an hour. For 5 bucks. Of the pictures I uploaded, assuming they load in order, are my most recent order. She tried to say I had to buy the same exact kind of ice cream in order to receive the special. Since I had ordered previously, I knew that was not the case. I sent her these 3 pictures before her answer, as well as the fourth, which is from a previous order which had priced correctly with three different kinds of ice cream. Thats picture 4 showing them all at the 2 for 9 price. I can provide the insulting conversation from the customer service *** as well if desired.

  Business Response

  Date: 07/28/2025

  Hi *******,
  
  Thank you for bringing this to our attention.
  
  After carefully reviewing the case here on our end, we have verified that the promotion/deals mentioned by the customer concluded today, which is why the customer was billed at the full price for the items purchased.
  
  To make it up with the confusion and inconvenience we caused, we had added $20 gocash to the customer's account to be used on their future order. This can be use immediately on check out without any restriction and it will expire in 90 days.
  
  We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

• Initial Complaint

  Date:07/26/2025

  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.

  GoPuff charged me for a fam membership without my consent on 7/11/2025. There was no confirm payment button and I was charged for the membership that I didn't want. I requested a refund immediately and was told someone from the gopuff team would reach out to me in ***** hours but they never did. When I reached out again after 5 days I was again told that they would reach out in ***** hours but they again did not contact me. I then received an email stating that all memberships are non refundable. I never agreed to become a member. I haven't used the service at all.

  Business Response

  Date: 07/28/2025

  Hi ******* *******, 

  Customer reached out to us via email last July 26, 2025. While customer utilized the annual  FAM subscription, we have provided a one-time exception refund amounting $35.94 back to the original form of payment.

  A refund confirmation was sent to customer's email ******************************************** as well. 

  Let us know if you need further assistance. 

   

  Kind regards, 

  **** ***** gabayeron

  Gopuff Support

   

• 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,
  
  ****** *****