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.

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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:06/14/2025
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 multiple times now ordered and contacted them about an issue. I paid to have the *** membership which includes discounted items. The discounts stopped working on my account and they charge me full price. They refuse to show me a receipt that shows how much I paid but I can see my gift card was charged the full value. They refuse to send a receipt take weeks to reply and then still wont address the issue if it showing the wrong price. They told me to submit and they would refund me (see picture) but still refuse. Id now like my gift cards refunded as I cant get the price advertised. This has been going on for months. They will not respond or give a receipt
Business Response
Date: 06/18/2025
Hi *******,

Thank you for bringing this to our attention.

After carefully reviewing our records, we find that the customer have already received a resolution regarding this particular concern.

Additionally, we will make sure this concern is shared with the proper teams to avoid future issues.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Initial Complaint
Date:06/13/2025
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.
I ordered a bottle of **** and nephew and didnt receive the bottle and they refuse to refund me gave me the completely wrong bottle some 5cl bottles they refuse to refund 19 order ridiculous so I have to complain here
Business Response
Date: 06/16/2025
Dear Better Business Bureau,
We appreciate the opportunity to respond to the customers recent complaint regarding an alleged incorrect item delivered.
After a thorough internal investigation, we have found no evidence to support the claim that the customer was delivered the wrong item. Our records confirm that the correct item, a 35cl Rum, was packed and dispatched for the order in question. Furthermore, the customer provided the delivery PIN upon receipt, which confirms successful and complete delivery.
The customer has submitted an image as evidence (as attached); however, we have determined that the photo corresponds with a previous order placed by the same customer, which did include a 5cl Gin. This is supported by the presence of additional items in the image that align precisely with the contents of their earlier order.
It is also worth noting that this is the second dispute raised by the customer across two orders.
Given the evidence reviewed, including our packing records, delivery confirmation, and image analysis, we must respectfully reject the claim. We remain committed to customer satisfaction and take all complaints seriously. However, in this case, the available information strongly supports that the correct item was delivered.
Should any further clarification be required, please do reach back out.
Sincerely,
***** ********
Gopuff **************** Lead
Initial Complaint
Date:06/10/2025
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 ordered alcohol and tobacco and Ive been using the same state issued temp DL from ******* every time I ordered in the past. Ive spent thousands of dollars. I ordered today and the driver was scared( his words) to enter my info manually like all other drivers. So I asked for a refund or credit. I was told that I wasnt getting my money back, and they cant issue a credit..even though they did in the past. I talked to a supervisor and asked for my money back, and was told no and I kept asking for another supervisor and was told it wasnt anyone above them, and there is no phone number to talk to a live person. All of this is through chat. I kept asking why have they been accepting my paper license since November of 2024? The supervisor kept sending computer generated answers and wouldnt answer my direct questions. I wouldnt have spend almost $60 if I knew they would keep it. I told him if the policy changed I shouldve been notified before I spent my money. Im disabled and on a fixed income and they just kept my money. He wouldnt give me to another supervisor and eventually closed the chat. They have No corporate office or a live person to talk to. I feel I was ripped off because they accepted this same ID for Numerous orders before since November of last year. Im disabled and cant get out the house to go to any stores so I depend on ordering offline. Im on a fixed income, I get Ssi, and cant afford to give away money when Im thinking its no issue because I always order from them.
Business Response
Date: 06/12/2025
Hi *******,

Thank you for bringing this to our attention.

Gopuff does not permit the use of temporary paper copies of customer identification. Our terms and conditions clearly indicate that we need a photo ID of the valid identification. The customer was also notified about this policy multiple times during the cancellation of their prior orders.

In light of this information, we stand by our decision to refuse the refund for the customer's order.

We have included a screenshot of the relevant section of our terms and conditions. You can also review Gopuff's terms and conditions for Age-Restricted products using the link below.

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

Customer Answer
Date: 06/12/2025
[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: 23451625

I am rejecting this response because: if this was their policy why did they accept my paper ID since November 2024? I always show my paper ID (thats from ******* that says it accepted everywhere. Ive even flown twice with this same ID). plus my physical expired ID for picture purposes. Below is all my orders I received using my paper ID. The ones that say cancelled are the orders where the driver didnt know how to enter my paper ID manually, and In them cases I would go to the chat and explain to Gopuff customer service that the driver didnt know how to enter my paper ID manually. and Gopuff would do a redelivery with another driver who knew how to do it. They never said well u cant use that ID. Please ask for transcripts of our conversations where I would explain this, and they would redeliver my items with another driver. It was Never told to me this our last time accepting your paper ID I wouldve never ordered again respectfully. They took my money then told me this after 7 months and hundreds of dollars later. Why didnt they honor their policy from the beginning? If u notice all my orders included cigarettes and alcohol and I received them all with the same paper ID. I have way more orders than this, but I can only submit so many

Regards,

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

Business Response
Date: 06/13/2025
Hi *******,

We appreciate the customer's feedback about some drivers who are accepting paper copies of Identification. We will ensure that this will be shared to the proper team for investigation and have these drivers be trained once again.

The customer mentioned that she has been providing their paper ID for their ******************** orders since November 2024 however our records show that the customer's first order with us was on December 19, 2024. Additionally, the several of the customer's order through their order history were also cancelled for this same reason and the customer was informed about the company-wide policy during each cancellation

With these reasons, compensation is not applicable for this customer.

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.
Customer Answer
Date: 06/14/2025
[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: 23451625

I am rejecting this response because:
Okay I was off by 1 month!! Really? I was showing how long Gopuff served me while violating their policy! Also every time a driver cancel my order, because they didnt know how to enter my info manually..I would chat with customer service, and explain to them the driver didnt know how to enter my info manually, and I would get a redelivery, not cancellation without credit or refund! Thats why in the evidence I sent..it was deliveries in the same day, and the exact same order. So since Gopuff didnt enforce their policy, how can they randomly keep my money? I even asked to give me a credit! U cant pick, and choose when to go by policy! Thats not fair to me as the consumer! Why cant they simply resolve this by refunding me back my hard earned money! Im disabled, and get to a store! They shouldve stopped me from using my paper ID on my 1st order back in December 2024! I have attached even more orders of Gopuff delivering alcohol, and cigarettes, and accepting my paper ID. Also it was one order where a delivery woman informed me that it was a note attached to my account stating to accept my paper ID! It was a different woman delivery driver that called Gofpuff drivers customer service, and was told how to accept my paper ID! I lm sure it should be a way to look into this! All I want is my hard earned money back Im on a fixed income, and cant afford to give away almost $60!

Regards,

****** ********
Initial Complaint
Date:06/05/2025
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 an order 6/4 through GoPuff. When the order first arrived, I very clearly could tell that the two sparkling waters were missing because they would have been outside of the bag. I continued on to file this and was credited a little over $9. As the night went on, I realized my $42+ supplements were also missing. I reached out to customer service and received absolutely no help. I have been incredibly loyal to this company and have loved being a *** member. I am absolutely appalled at this experience, as well as the lack of accuracy and care Ive received in many of my orders lately.
Business Response
Date: 06/05/2025
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: 06/06/2025
[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:06/04/2025
Type:Billing 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 been getting charged by Gopuff despite having cancelling my subscription, and changing my credit card that they have been charging. I tried to talk to their support, which is only email now, and they have told me that they cant cancel the charges because I dont have an account, despite the card that I own being charged by them. Even if I do not have an account, I feel they should be able to remove my payment information from their files, which they had simply ignored my request to do. I really do not want to take legal action however I am not sure how to get this business to stop charging me.
Business Response
Date: 06/05/2025
Hi *******,

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

We have received and examined the information regarding the customer's account. We sincerely apologize, but we are unable to move forward as there is no active subscription associated with the email and phone number provided. Please be advised that we will contact the customer to resolve this matter.

Thank you!
Customer Answer
Date: 06/06/2025
[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: 23427241

I am rejecting this response because:

This is the same response I have been receiving and the crux of the issue is still ignored. It shouldnt matter if there is a subscription under the account info that I have provided or not. The problem is I am being now fraudulently charged by Gopuff on a card that I own. Regardless of subscription status I have notified them that I own a bank account in their files that I would like them to stop charging as seen in the attached emails, yet my issue is still being ignored and I am still receiving fraudulent charges from at this point. I turned off the card being charged and got a new card, however the account is still being charged, thus I have no way to stop these charges, and the responses I have been receiving, as the BBB can now see as well, is to deal Gopuff taking $9 from me each month indefinitely because I have no account despite providing evidence of them charging me.

Regards,

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

Business Response
Date: 06/09/2025
Hi *******,

We have received and examined the customer's account request concerning the cancellation of FAM and the associated refund. We sincerely apologize, but we are unable to proceed as there is no active subscription associated with the email and phone number you provided. For additional clarification, we recommend contacting your banking institution directly for further assistance.

Thank you,
Initial Complaint
Date:05/28/2025
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 placed plenty of orders using gopuff and have collectively lost thousands of dollars due to "policy" basically having items stolen by delivery drivers and not refunded. Missing items and getting no refund. Being threatened by workers, with no recourse. Being cursed at and threatened by delivery drivers through the app. I have spent thousands of dollars on therapy, working with lawyers, lost wages, lost money due to lost or broken items. Every single time I reach out to get a refund they refused to help, I've mentioned systematical glitches that prevented ***************** never fixed them. It feels like they do everything to make sure you don't receive your items or a refund. Please help
Business Response
Date: 05/30/2025
Hi *******,

Thank you for reaching out and sharing your concerns with us.

After a thorough review, we have confirmed that the customer's orders were fulfilled correctly. Moreover, the orders had pin confirmation to ensure that the order will be handed to the customer personally. Given these findings, we will not be providing compensation to the customer. We did not come to this conclusion lightly and the decision is final.

Lastly, we have dealt with the customer's experience with the driver internally.

Please rest assured that we take all feedback seriously, and these comments will be shared with the relevant team. We aim to continually improve our processes and ensure they meet the needs of our valued customers.
Customer Answer
Date: 06/02/2025
[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: 23389830

I am rejecting this response because:
you're wrong. first of all, I said I was missing lots of items and or that most of the deliverys have issues.Also the pin can be manually over ridden. & most of the money requested is to cover my therapy bills after the assault I incurred from gopuff. if you refuse to refund me that's okay, I will seek legal counsel and when I do I want you to know I will be coming for a lot more than I am now

Regards,

***** ******
Initial Complaint
Date:05/27/2025
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.
Ordered groceries with food stamps ($48.60) and a tobacco product. The order total with fees was $73.84. I couldn't find my drivers license so I contacted the merchant immediately - before the order was even "packed-" to have them cancel the tobacco and was told that was impossible and that I wouldn't receive a refund. So basically the merchant stole around $60 for me because I did not receive any groceries or any of the other items that I ordered and they refused to refund or deliver the items.
Business Response
Date: 05/27/2025
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:05/27/2025
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 for $42.28. The order was not delivered. GoPuff refused to refund it.
Business Response
Date: 05/27/2025
Hi *******,

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

Upon reviewing the customer's account, it is confirmed that the customer is accurate in her claim of not having received the order. Nevertheless, her request was declined due to a consistent pattern of behavior regarding the non-receipt of the order.

Thank you,
Initial Complaint
Date:05/25/2025
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 5/22/25, I placed two orders consisting of nine items each. Both orders were identical and amount to about $100. I opted for no contact delivery for both of these orders and the delivery drivers that handled them, stole them, despite taking a photo of the order in front of a my leasing office door. GoPuff's abysmal, outsourced customer service refuses to refund me simply because the driver took a photo of the order while at my destination, which is not even a valid proof of delivery or proof I received my item. I filed a police report with my local police department, shared my experience via the ***'s website, and disputed both charges with my credit card company. My desired resolution is for GoPuff to work with my credit card company so that my funds are promptly returned.
Business Response
Date: 05/28/2025
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: 06/04/2025
[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: 23375411

I am rejecting this response because: In spite of the business' statement about accepting my settlement, they have NOT reached out to me as they promised.
Please note that it has now been about 10 days since the business said they would reach out to me.

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

Business Response
Date: 06/04/2025
We appreciate the response. This message serves to confirm that the refund for your orders ********** and **********, totaling $97.85, has been successfully processed by our team. The refund transaction occurred on May 28, 2025. The funds are expected to return to your account within 3-5 business days, depending on your banking institution. If the refund is not yet visible in your account, we strongly advise you to reach out to your financial institution for further assistance. Thank you!
Customer Answer
Date: 06/09/2025
[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. ******* has confirmed the two orders were refunded by the business.

Regards,

***** *****
Initial Complaint
Date:05/20/2025
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 accidentally purchased an annual subscription and only wanted a monthly subscription. I never used the service and never placed an order. Go puff is forcing me to pay for something I don't want or need
Business Response
Date: 05/21/2025
Hi *******,

Thank you for bringing this to our attention.

After carefully reviewing our records, we have made the decision to fulfill the customer's request. We have sent a communication to the customer about this decision

We are committed in providing the best experience to our customers and we thank you for allowing us this opportunity.

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GoPuff is NOT a BBB Accredited Business.