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

402 total complaints in the last 3 years.
172 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/06/2025
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.
Go puff continusly steals money and doesnt deliver or give refunds!
Business Response
Date: 07/08/2025
Hi *******,

Thank you for reaching out and bring this up to our attention. Upon further examination of the customer's account, it appears that there are no orders at this time.We kindly request additional account information to enable us to proceed with our review and deliver exceptional service.

Thank you!
Initial Complaint
Date:07/06/2025
Type:Sales and Advertising 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 cancelled a subscription to this company well over a year ago in April of 2024. I have a dated email with proof (4/11/24), and my account with this company shows I do not have an active subscription, however this company continues to charge me monthly. I have attempted to resolve this issue with the companys customer service multiple times, and the issue was never resolved even with promises that it was. Eventually I had to contact them via email, and they plainly stated they would issue no refunds despite my proof that my subscription was cancelled. They stopped responding to me. Eventually I had to get my bank involved because the company was unwilling to stop making unauthorized charges on my account.
Business Response
Date: 07/07/2025
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: 07/08/2025
[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:07/05/2025
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.
This company has deceptive practices to take and steal your money. I wanted to cancel my family subscription. There was nowhere in the app to allow me to do so. My only option was to remove all of my payments so they would not try to charge me. I removed all my payment authorization from the account yet and still charged me. Once I complained about the fact that I could not cancel and they still charge me they quickly canceled my account even though they had charged me $7.99 that day. did not give me any more access to FAM even though I paid for that. This is purely a scheme to steal from customers!
Business Response
Date: 07/08/2025
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!
Initial Complaint
Date:07/02/2025
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 used them for several years and always paid monthly. My card was used fraudulent and had it cancelled. When I received my new card I put it in and they automatically charged me for an entire year. I reached out and advised them that I never agreed to a year just for the monthly option and wanted a refund of the ***** and was told they do not offer refunds. Then they cancelled my subscription after I paid for an entire year. I have sent numerous emails, asked for a manager because email seems to be the only way to contact them. And every email they said they cannot refund me and my subscription was cancelled. I said over and over I dont wish to cancel my subscription especially since I paid for a whole year without an option of a refund. If *** paid for a year I should be able to use it. Not the case. They said I would have to rejoin and pay again because they already canceled my subscription. All I wanted was the refund of the full year so I can pay monthly like I have for years. They refused to reactivate my account for the year I just paid for and said I would have to pay all over again to rejoin. Like I said I repeated in every email that I did not want to cancel it especially since I just paid for it. Every email was the same response. We cant issue a refund and we have cancelled your subscription no matter what I said. I couldnt believe they just took my money and then decided to cancel my year because I asked for a refund. I already paid for it and they should honor the year I paid for
Business Response
Date: 07/02/2025
Hi *******,

Thank you for bringing this to our attention.

FAM subscription fees are non-refundable as per our terms and condition and we are unable to manually reinstate their subscription after the cancellation however after careful consideration, we have made the decision to fulfill the customer's refund request as an exception. We will communicate with the customer regarding this decision.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Initial Complaint
Date:07/01/2025
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.
Have been charged $7.99 for the past year about every month. Can provide bank statements reflecting these charges. Multiple times I have attempted to cancel my subscription. I receive the same response that they are not able to offer a refund, nor are they able to cancel my subscription due to not having an active subscription. I have also deleted any cards attached to the account, but am still receiving charges from them. I have been fraudulently charged over a $100 at this point. I have been attempting to resolve this issue on my own with GoPuffs customer service but have not had any success. It is time for me to escalate this. I can provide bank statements and historical communication requests from their customer service. Please let me know what you need from me.
Business Response
Date: 07/01/2025
Hi *******,

Thank you for bringing this to our attention.

We have received the customer's concern regarding FAM subscription, and after thorough review on customer's account, we have verified that there is currently no active FAM subscription. To proceed further and clarify any discrepancies, we strongly recommend for the customer to reach out directly to their financial institution to verify the details of the charges and make any necessary updates accordingly.

If you have any questions or concerns, please do not hesitate to reach us back.

Thank you!
Initial Complaint
Date:06/29/2025
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 June 21st, I received a promotional email from ************************ offering "$10 off your next order." The email came directly from Gopuff (no third party) and did not contain any terms, conditions, exclusions, or expiration dates. The offer had a Claim Offer button that led to Gopuffs app/website.When I clicked the offer button, I was redirected to their site where I received a pop-up message stating Invalid coupon code or ID. The app also failed to apply the discount. I contacted Gopuff support and was initially told this was a Mystery Deal with hidden eligibility. A follow-up email from another support *** admitted the offer was part of a targeted campaign and that they would not honor it despite having sent it to me directly.This is a classic case of deceptive or bait advertising, which violates FTC standards and basic consumer trust. If a company sends a promotional offer to a customer, that offer should either work or contain explicit terms that explain its limitations. Gopuff failed on both counts.
Business Response
Date: 06/30/2025
Hi there,

Thank you for bringing this to our attention. After carefully reviewing our records, we have made the decision to fulfill the customer's request. We have successfully issued $10 Gocash. This can be utilized during your next purchase and is available for immediate use at checkout.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Customer Answer
Date: 06/30/2025
[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 about complaint ID ********, and find that Gopuff's decision to honor the offer is acceptable. I note that Gopuff's response did not address the ongoing issue of sending bogus offers. Gopuff should be advised that I will refile a BBB complaint if this issue occurs again.

Regards,

******* *****
Initial Complaint
Date:06/25/2025
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 June 25th I placed an order with GoPuff (Order #**********). It was marked as delivered, but I never received it. My delivery instructions explicitly stated to Call when here, which the driver ignored. I did not knowingly select contactless delivery, and GoPuff has provided no proof of delivery no photo, no GPS confirmation, and no follow-up.I paid $70.32 with SNAP EBT and $16.62 via Venmo, totaling $86.94. GoPuffs in-app chat denied a refund with no justification, emails have gone unanswered, and their Instagram support team has ignored repeated messages. This is a serious failure in customer service and order accountability.Ive made every attempt to resolve this directly with GoPuff and have been completely dismissed. I am now preparing to file a chargeback with *****, reporting this to my states *** fraud unit, and notifying consumer protection authorities.GoPuff has charged me nearly $90 for products I never received, and continues to withhold a refund despite having no delivery evidence whatsoever. This is unacceptable.I am demanding a full refund or store credit immediately. If GoPuff fails to act on this complaint, I will escalate the matter further through regulatory and legal channels.
Customer Answer
Date: 06/25/2025
On June 25th I placed an order with GoPuff (Order #**********). It was marked as delivered, but I never received it. My delivery instructions explicitly stated to Call when here, which the driver ignored. I did not knowingly select contactless delivery, and GoPuff has provided no proof of delivery no photo, no GPS confirmation, and no follow-up. I paid $70.32 with SNAP EBT and $16.62 via Venmo, totaling $86.94. GoPuffs in-app chat denied a refund with no justification, emails have gone unanswered, and their Instagram support team has ignored repeated messages. This is a serious failure in customer service and order accountability. Ive made every attempt to resolve this directly with GoPuff and have been completely dismissed. I am now preparing to file a chargeback with *****, reporting this to my states *** fraud unit, and notifying consumer protection authorities. GoPuff has charged me nearly $90 for products I never received, and continues to withhold a refund despite having no delivery evidence whatsoever. This is unacceptable. I am demanding a full refund or store credit immediately. If GoPuff fails to act on this complaint, I will escalate the matter further through regulatory and legal channels.
Customer Answer
Date: 06/25/2025
On June 25th I placed an order with GoPuff (Order #**********). It was marked as delivered, but I never received it. My delivery instructions explicitly stated to Call when here, which the driver ignored. I did not knowingly select contactless delivery, and GoPuff has provided no proof of delivery no photo, no GPS confirmation, and no follow-up. I paid $70.32 with SNAP EBT and $16.62 via Venmo, totaling $86.94. GoPuffs in-app chat denied a refund with no justification, emails have gone unanswered, and their Instagram support team has ignored repeated messages. This is a serious failure in customer service and order accountability. Ive made every attempt to resolve this directly with GoPuff and have been completely dismissed. I am now preparing to file a chargeback with *****, reporting this to my states *** fraud unit, and notifying consumer protection authorities. GoPuff has charged me nearly $90 for products I never received, and continues to withhold a refund despite having no delivery evidence whatsoever. This is unacceptable. I am demanding a full refund or store credit immediately. If GoPuff fails to act on this complaint, I will escalate the matter further through regulatory and legal channels.
Customer Answer
Date: 06/25/2025
Quin McKinnie 77795474549DD

Customer Answer
Date: 06/25/2025
I have provide my last name
Business Response
Date: 06/25/2025
Hi *******,

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

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 reported.

We did not come to this conclusion lightly and the decision is final.

Thank you!
Business Response
Date: 06/26/2025
This matter has been thoroughly reviewed by both our **************** team and our ***************** After a full investigation, we are standing by our decision to deny the claim, based on a consistent pattern of behavior associated with this individual.
The customer in question has created and used multiple accounts with us under various names, email addresses, and phone numbers. Each of these accounts has a history of reported issues similar in nature to the current claim.
Specifically, regarding the account tied to this complaint:
On the first order, the customer was required to present a valid ID at the time of delivery. He later reported that the driver did not return his ID.
On the second order, the customer claimed non-delivery due to it being sent to the wrong address. However, this delivery address matched the one used for the first order, where ID was previously presented.
Given the repeated and conflicting claims across multiple accounts, and the evidence reviewed, we have determined this claim to be invalid and have denied it accordingly.
We remain committed to fairness and integrity in all customer interactions and appreciate the opportunity to respond to this matter.
Customer Answer
Date: 06/26/2025
[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: 23517357

I am rejecting this response because: this is only the second claim I have made and its not my fault that i have had issues on your platform

Regards,

**** ********
Initial Complaint
Date:06/24/2025
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.
On June 17, 2025, I ordered Gopuff to my downtown ********* residence. The driver arrived around 10:18 PM but refused to hand over my order until 10:45 PMleaving me alone with him in a closed lobby for nearly 30 minutes. He touched my arm, blocked my bag, got close enough for me to feel his breath, and made erratic comments, including crying, discussing his divorce, and insisting I follow him on TikTok. He pressured me into a bizarre conversation about Python and hacking legally. I felt unsafe and had to discreetly text my boyfriend for help. Ubers safety line called him multiple times, and he declined every call.I reported this with screenshots, timestamps, and a full timeline. Gopuff responded with vague, dismissive messages and no refund, no apology, no follow-up, no assurance of action. Im a long-time customer and student who depends on this service, but this was unacceptable.I request a full refund or credit, a written apology, and confirmation that this driver has been removed. If not resolved, I will escalate to the Attorney General and law enforcement.
Business Response
Date: 06/25/2025
Hi there. We're sorry to hear about what happened during the delivery. This is not the experience we aim for our customers to have. We value your safety and satisfaction with every order made.

After investigating this case, this is to confirm that we have processed a full refund of $47.92 which will reflect to your original payment method within 3-5 business days. Also, we have added $20 Gocash compensation for the inconvenience this has caused. Most importantly, we assure you that the said driver is already escalated to our team.

Once again, we apologize and we will make sure this will never happen again. As always, thank you for choosing Gopuff!
Customer Answer
Date: 06/26/2025
[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,

***** Laden
Initial Complaint
Date:06/24/2025
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.
Hello, my name is ***. I would like to report that I have contact Gopuff customer service support regarding an order that I placed, but I didn't receive and they keep on telling me that they have successfully refunded me, but I did not receive no confirmation email or a refund back my EBT and original payment method which I use for the order they wont help me with this situation
Customer Answer
Date: 06/24/2025
First name *** P
Customer Answer
Date: 06/24/2025
Last name is H
Business Response
Date: 06/25/2025
Hi *******,

Thank you for bringing this to our attention.

We have validated that the refund has been processed and have re-sent the customer the refund confirmation email.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Customer Answer
Date: 06/25/2025
[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,

*** H
Initial Complaint
Date:06/22/2025
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.
Yesterday (June 21 2025) I invited my sister to go puff with their referral code. She joined and successfully placed an order with the referral promotion. The referral promo states up to $20 off for the person referred , and the referree will receive $15 in gopuff credit after the first order is successful. After she received her order I received this text from gopuff stating she placed her order and my credit would be available within the hour, meaning she indeed went through my link and it obviously worked since I got the text on my end. I have attached the text from gopuff as well as the promotion info. So flash forward this morning I still never received the credit, its passed the hour they said. I reach out to support and for 30 minutes I got the run around just for them to say they cant confirm that she used my code. But If that was true I wouldnt have received a text about her placing her first order and she wouldnt have been able to use the code and get the money off. So basically they wont do anything about it Which is false advertising. I would like the promotion credited to my account.
Business Response
Date: 06/23/2025
Hi there,

Thank you very much for bringing this to our attention. After reviewing, we found that this customer's referral credit appeared earlier today, and we strongly recommend that she refresh her app periodically.
Customer Answer
Date: 06/24/2025
[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: 23504087

I am rejecting this response because:
As you can see it was never added.

Regards,

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

Business Response
Date: 06/24/2025
Hi there!

Upon reviewing this customer's account once more, we have verified that the $15 referral Gift Card has reflected. Please be advised that you may see your referral gift card at the checkout page under the "Add promotion or referral code".

Thank you for your attention to this matter!

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GoPuff is NOT a BBB Accredited Business.