Business Profile

Delivery Service

GoPuff

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

379 total complaints in the last 3 years.
169 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/17/2025
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.
On 05/16/2025 I placed an order for $31.25 at 7:05pm. I selected for the delivery to be handed off to me and instead received no call or text until 7:36 saying it had been dropped off. There was no contact initiated. I went outside and there was no order. I was confused as I did not request a no contact order and in the past have been instructed to give it time BECAUZE drivers sometimes preemptively out the order as delivered. Once it was clear the order wasnt coming i contacted customer support and waited almost an hour. The system said i could get a refund or a credit and asked me which i preferred so i stayed on the chat till almost midnight. I was then told they wanted to re-deliver the order! It was almost midnight!! I was told i could get it delivered tomorrow and I made it clear Im out of town for the weekend and also why is it my responsibility to be home to collect an order the next day? I was told i was not within policy and was not informed what policy i broke. This company and the driver broke their own policy. There was no hand off of my order, no phone call, no text saying they arrived, no doorbell ring or even a knock. When I request no contact delivery the driver has to take a photo of my front door and the order, this also did not occur on the app. I want a refund for goods i never received. Furthermore, it is inaceptable to tell a customer that they are out of compliance with a policy that is not stated after the chat actually tells you you can choose refunds or credits! I was on chat till past midnight and could not get any direct language on what the policy is or how to avoid this and not have money actually stolen from me again. Abhishek would not give me any information and even stated they would be happy to tell me how to follow policy on future offers and still refused to say what the policy is!!
Business Response
Date: 05/18/2025
Hi *******,

Thank you for bringing this to our attention

Following a thorough examination of the issue, we have chosen to honor the customer's request. We have informed the customer of this decision.

We strive to offer the finest experience to our customers and sincerely thank you for allowing us this opportunity.
Customer Answer
Date: 05/19/2025
[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:05/15/2025
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.
I placed am order on May 9, 2025 with Go Puff. The order ID is # **********. The order amount was ***** I paid ***** with a Cash App and ***** with an EBT card. When the driver arrived he had the order ready. I went outside to meet him and since I had bought cigarettes I went to show him my ID and realized I had forgot my building fob key and my ID upstairs. I asked him if he could tale a virtual ID as I was locked out of my building. He said no. I was fine with him Taking the cigarettes back but he TOOK MY ENTIRE ORDER (STEAK, RAMEN NOODLES,LIGHTER FLUID,CAT TREATS, ETC). He hopped in his car and left despite my protestations. I got on the Go Puff app, but was left hanging by their virtual assistant two times. Since Go Puff deletes any prior text exchanges from the app, when I finally got through later the next day, I was firmly denied a refund of both my Cash App payment and my EBT funds. They claim that there is only a 15 hr turnaround time for any refunds to be claimed. Although I had received refund from them in the past without asking. I am very angry to be fleeced for over ***** for items I never got. I live on a fixed income, have disabilities, and I find the whole situation ludicrous and will be deleting my Go Puff app if restitution is not forthcoming.
Business Response
Date: 05/15/2025
Hi *******,

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

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

Please be assured that we will take appropriate measures to resolve this issue.
Thank you!
Initial Complaint
Date:05/13/2025
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.
Ive been charged twice , Ive contacted costumer service and they did not help at all I was explaining how my card was charged ***** and both supervisors told me that I wasnt when I showed them the transactions and they told me I cant get a refund I never asked for two bags!!!
Business Response
Date: 05/14/2025
We are sincerely sorry for the inconvenience. To rectify this situation, we have processed a full refund of $37.81. This refund will be processed back to your original payment method within 3-5 business depending on your banking institution.
We appreciate your patience and understanding. If you have any further questions or concerns, please don't hesitate to reply to this email.
Initial Complaint
Date:05/11/2025
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.
Transaction date:May10 2025 Amount:47.65 Business:GoPuff I reached out to them to resolve the issue that I received a faulty product per their policy on the website they are refusing to refund my money. I have over 50 screenshots speaking to their chat support saying one thing about policy but their policy on the company website is not what they have been telling me. I reached out to my financial institution and was told that the merchant would need to refund me I have tried several attempts with the merchant but they are refusing me after I followed policy
Business Response
Date: 05/13/2025
Hi there.
Thank you for reaching out to us regarding your recent purchase (Order #**********). We appreciate your business and understand that sometimes things don't go as planned.
After carefully reviewing your request for a refund, we regret to inform you that the item you purchased is classified as a non-refundable item according to our policy. This policy is clearly outlined on our website and is in place to ensure fairness and consistency for all our customers.
We understand that this might be disappointing, and we sincerely apologize for any inconvenience this may cause. As an alternative, a $20 Gocash has been added already to your Gopuff account as compensation for the inconvenience we caused to be used on your next purchase. You can use it immediately with no restrictions as you check out and it will expire in 90 days.
If you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to help and want to ensure your satisfaction with our services.
Thank you for your understanding and continued support.
Initial Complaint
Date:05/11/2025
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.
Date of transaction: MAY 03, 2025 at 2:40am my GoPuff cancellation was processed For an item that costed me $28.16 Date of transaction: MAY 03, 2025 at 2:22am another GoPuff cancellation was processed for an item that cost me $16.37 GoPuff offer no help, they only issued apologies as to why they wont be sending me my refund when in their policy it states In the event that an order is cancelled, we will provide a full refund back to the original method of payment. Refunds generally take 3-5 working days to process (not including weekends or holidays).My orders were cancelled far before the 2 hour deadline to be able to receive my refund but I was told that I didnt meet the timeframe eligible for a refund.
Business Response
Date: 05/13/2025
Hi.
Thank you for reaching out to us regarding your recent purchase. We truly value your business and strive to provide the best possible service to our customers.
After reviewing the request for a refund, we noticed that it falls outside of our designated refund window. According to our policy, which is detailed on our website, refunds can only be processed within 24 hours from the date of purchase.
We understand that this may be disappointing, and we sincerely apologize for any inconvenience this may cause. As a gesture of goodwill, we have processed a refund for the order number 6328231653 amounting to $16.37 and for the order number 8364113372 amounting to $28.16, to ensure you still have a positive experience with us.
If you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to help and want to ensure your satisfaction with our services.
Thank you for your understanding and continued support.
Initial Complaint
Date:05/11/2025
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 am a customer who placed an order through the ******************** app on November 23, 2024. The order total was $100.95, charged to my credit card.The issue began at the time of delivery when I was denied the items that I had ordered. In the order was alcohol and I was frantically looking for my missing wallet to present my ID. Unfortunately I was unable to locate it as it happened to be sitting in my car. Despite asking if I could at least be allowed to keep the non-alcohol items from the order, I was denied by the delivery person. Assuming that I would receive a refund since I was not allowed to keep anything, I didn't think to contact GoPuff as I assumed a refund would be processed. But ultimately no refund came through. If I had at least been allowed to keep the non-alcohol items from the order, I would understand having to pay some level of a fee. But being forced to shoulder the full amount and not being provided anything is absolutely unfair. I have contacted GoPuff multiple times via their chat and requested to escalate the matter.Despite providing all necessary documentation, including confirming the delivery did not take place as seen in the screenshot and the unrefunded transaction from my credit card statement, GoPuff has refused to issue a refund or provide a resolution. This unresolved issue has been an inconvenience that I have been chasing in circles with no ability to raise the issue to anyone who can make a proper, acceptable or fair decision, thus causing me to lose trust in the company. This reflects a lack of accountability and poor customer service on ********************* part.I am requesting a full refund of not only the original amount of $100.95 that I paid, but I also am requesting the resulting interest that has accumulated and time that I have spent, for a total of $145.I would appreciate a prompt and professional resolution to this matter.Sincerely,Kamal
Business Response
Date: 05/13/2025
Thank you for reaching out to us regarding your recent purchase. We appreciate your business and understand that sometimes things don't go as planned.
After carefully reviewing your request for a refund, we regret to inform you that the order you purchased is classified as a non-refundable item according to our policy. This policy is clearly outlined on our website and is in place to ensure fairness and consistency for all our customers.
If you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to help and want to ensure your satisfaction with our services.
Thank you for your understanding and continued support.
Initial Complaint
Date:05/10/2025
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 paid my month-long membership on April 16th and it stopped working on the 21st of April. I tried over 6 times with shady responses, not even asking for a refund, but rather that my payment method be fixed and they wouldn't do anything to help. Today I received an email telling me not to contact them anymore, that they wouldn't be refunding anything and demanding that I cancel my account.
Business Response
Date: 05/13/2025
Dear ******* *******,
After reviewing the situation, the customer indeed paid for a month FAM subscription. She sent us a screenshot where they are being asked to update their payment method to keep their FAM benefits. We apologize for any inconvenience this may have caused. We highly suggest them to update their payment method since it can only be done on their end. Rest assured that the *** benefits will still remain as the subscription is still showing as active on our end.

Customer Answer
Date: 05/14/2025
[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: 23311805

I am rejecting this response because:

I updated multiple times and each time the payment method (the same payment method they used to take the funds for the membership) was rejected. I was told this was a failure of the business and that they would fix it.

Regards,

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

Business Response
Date: 05/14/2025
Hi *******,

Upon carefully reviewing the customer's account once more, we have confirmed that the subscription is still active and the customer can still avail the perks and benefits of the *** subscription.

On the other hand, there seems to be an issue with their payment method in which they need to contact their financial institution for further assistance.

We will also be conducting an investigation on our end. To aid in our investigation, we will require a screen recording from the customer showing the specific errors or issue they encounter in the app. We have sent a communication to the customer about this request.

We are looking forward to the customer's response.

Thank you!
Customer Answer
Date: 05/25/2025
I received an email from them and responded the same day. They've yet to get back to me. This matter hasn't been resolved.
Business Response
Date: 05/27/2025
Hi *******,

We have reviewed the information on the customer's account. 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: 06/09/2025
Hello. The last message I received from them stated another repetition of me needing to check with my bank. Every transaction from the account was made with the same card with the same card info. They're simply refusing to answer any further. What are my other options??
Initial Complaint
Date:05/09/2025
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.
I had a Gopuff order canceled that I reordered, I was told by service *** I would be refunded within 24hr that didnt happen, I contacted customer service today and was strung along for over an hour, during the hour the *** tried to say it was one order that was redelivered , which is false as its two different order numbers, I provided documentation, from their own system , two separate order numbers that list items and cancellation as well it being two orders but was not given my refund
Business Response
Date: 05/13/2025
Dear ******* *******,
We have reviewed the situation. The Order 2761568524 was cancelled due to the customer not being able to accept the order upon delivery. The driver has called them multiple times and since there was no response, the driver has processed cancellation for him to be able to proceed with his next delivery.
Customer then contacted ******************** Customer Chat Support. The advocate he was speaking to has acknowledged his concern regarding the cancelled order which is why he was offered of a redelivery for the cancelled order without additional charges. Since customer became inactive in the chat, the case was closed.
Upon further investigating, the customer was able to reorder on his end, we have considered to process a refund for the cancelled order amounting $38.14 which should reflect to his original payment method within 3-5 business days depending on his banking institution. We have also sent a refund confirmation to the email address that is linked to his Gopuff account. In the future, please ensure to be readily available to receive the order and avoid cancellation.
Thanks for choosing Gopuff and have a great day.
Initial Complaint
Date:05/09/2025
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 placed GoPuff delivery order around 2:45 PM ET on 5/9/25 with 10 (+1 complimentary) items for a total of $75 (including driver tip of $6.17). ---The order included 2 items that I would need to provide my ID for (1ct BIC Lighter; Spree Bar Tobacco-Free Strawberry Apple Melon Disposable Vape 6000 Puffs). ---GoPuff driver arrived at 4:07 PM ET; I handed him my ID to scan, however I did not realize it expired on that day (5/9/25). ---GoPuff driver said to wait until he received further instructions; he returned to his car to make a phone call, then returned to deliver the order at 4:12 PM ET, noting that I was "all good." ---I unpacked the order; there was one missing item (Spree Bar Tobacco-Free Strawberry Apple Melon Disposable Vape 6000 Puffs). ---I initiated a GoPuff support chat at around 4:20 PM ET to report the missing item and request a refund for the amount of $20.99; the customer service representative ******** said she was unable to assist me with a refund. ---I was escalated to a supervisor as requested; available supervisor ****** stated that because my ID was scanned at the time of delivery and I "recently received a concession", she is "unable to initiate another concession this time." ---I made clear I felt GoPuff was stealing from me, a loyal paying customer and "Fam" member, and that I intended to report the company to BBB. ---I requested information that would be helpful for the report (i.e., ******************** information, the ************** of the "recently received concession" available supervisor ****** claimed I received, etc.). ---Available supervisor ****** refused to provide any of the information, claiming it was "internal information". She then closed the chat without providing further assistance or resolving the matter. ---GoPuff is implementing policies thinly veiled as "addressing potential fraudulent claims" that are in actuality legal loopholes to steal time and money from paying customers without consequence.
Business Response
Date: 05/13/2025
Dear ******* *******,
We have received the complaint of our customer regarding the refusal of providing refund for the missing item.
We apologize for the inconvenience this may have caused. After carefully reviewing the situation, it seems that the customer has a good account history. We have considered processing a refund amounting $22.67 which should reflect on their bank statement within 3-5 business days.
Furthermore, we have issued your Gopuff account with $5 in Gocash as compensation for the inconvenience we caused. This can be utilized during your next purchase without restriction and is available for immediate use at checkout. Please note that it will expire in 90 days.
We hope that you will still allow us to deliver your instant needs again. Thank you for choosing Gopuff and you have a great day!
Customer Answer
Date: 05/14/2025
[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:05/08/2025
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.
On the evening of 5/7/2025, I placed a delivery order with GoPuff. I selected the drop-off type "contact," meaning the driver was supposed to hand-off my items directly to me; in the "instructions" section of the order form, I reiterated that I was requesting a "direct hand-off," also providing explicit instructions regarding how to find the entrance of my apartment building. At 10:41pm that night, I received a text message from an unknown number with a photo of a GoPuff bag in front of a door I did not recognize, and GoPuff changed the status of my order to "arrived." I had no missed calls or messages from the delivery person, i.e., they had made zero attempt to get in touch with me for a contact drop-off. GoPuff has no customer care phone line, so I had no choice but to request a live chat. The chat function preemptively asked me whether I would prefer a GoPuff credit or a refund, and I stated that I would prefer a refund to my original payment method. However, when a live agent entered the chat, they insisted a refund was impossible and that redelivery was my only recourse. Ultimately, I spent over three hours on chats with three GoPuff employees, and they all refused to assist me. When I asked them to point me to a company policy explicitly stating no refunds in the event goods and services were unrendered, they were unable (or refused) to do so. Redelivery might have been an acceptable option if they hadn't so clearly demonstrated their inability to successfully deliver to my address, but at this point, due to a gross error on GoPuff's part, I have not received the goods and service paid for. If GoPuff did not provide any of the physical goods paid for, nevermind the intended service of convenience, the very least they should do is refund my money. At this point, they have effectively stolen $40 from me and refused to right this wrong.
Business Response
Date: 05/08/2025
Hi *******,

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

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

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

Thank you!
Customer Answer
Date: 05/13/2025
[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.