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

  3401 K St NW Washington, DC 20007-3544

• 

  GoPuff

  51 Rathbone St Providence, RI 02908-5610

• 

  GoPuff

  371 Dorchester Ave South Boston, MA 02127-2430

• 

  GoPuff

  1002 Regent St Madison, WI 53715-1249

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:05/20/2025

  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.

  Sunday may 18th I placed an order around 2 am. I received a notice saying my driver was approaching so I went downstairs and they were not there. I checked my phone and it said the order was delivered. I went back upstairs and reordered it assuming that there was some kind of delivery issue and I would be receiving a refund for the initial order I never received. The initial driver for the order did not try and contact me and Im assuming just gave it to a random person outside without verifying ID or anything. I got the second order just fine and I have ordered to this address before so I know there was no address or contact issue. I contacted support and they were not helpful at all they told me the best they can do is issue a re order which I already did myself because I just assumed this would be a simple refund kind of situation but I guess not. It doesnt make sense when this was an issue completely on their or the drivers end and now Im out $72 and that doesnt seem right. Their support was not helpful at all Im hoping this can help me find some kind of resolution.

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

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service 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 January 25th, 2025, Gopuff was running a referral promotion offering $50 to users who referred friends. I referred a friend that day, and she used my referral code to sign up and place her first ordermeeting all the terms of the promotion.Despite this, I never received the $50 reward. On May 18th, 2025, I spent over an hour speaking with multiple Gopuff customer service agents, including a manager. They confirmed that my referral was valid and occurred during the $50 promotion, but stated that because I didnt contact them about their error sooner, they will not honor the reward.This reasoning is unacceptable. Gopuffs system failed to issue the reward at the time of the referral, which was not something I could have anticipated or prevented. Now Im being penalized for not catching their systems mistake fast enoughdespite having fully complied with the promotions terms. This amounts to false advertising and failure to fulfill a contractual offer.

  Business Response

  Date: 05/19/2025

  Hi *******,
  
  Thank you for reaching out and bring this up to our attention.
  
  We have reviewed the information on the customer's account, and found that the customer is eligible for the referral credit. However, we can only provide the promised amount indicated on the screenshot provided which was $30 since the $20 is for the referred friend, and we will be adding a $10 GoCash as a compensation for the inconvenience. Therefore, a total of $40 GoCash will be added to the customer's account which is eligible for 90 days that can be used without any restrictions.
  
  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: 05/20/2025

  [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:05/18/2025

  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 made a order and got CONTACT delivery. it was left and i just received a notification of delivery. when i went my delivery was GONE! i ordered contact for a reason!!! there was no picture left and the driver was gone and i selected HAND IT TO ME!! i have proof of what i selected then when i reached out they said it was successfully delivered but could provide me no proof then said it was my fault i selected options of no phone call but the app does not even give that option!!!

  Customer Answer

  Date: 05/18/2025

  parks

  Business Response

  Date: 05/19/2025

  Hi *******,
  
  Thank you for reaching out and bringing this up to our attention.
  
  After reviewing the details of the customer's account, we have confirmed that the order was successfully delivered to her address and that she selected the 'Opted out' option for contact delivery. Consequently, we are unable to fulfill the agreed settlement with the customer.
  
  Thank you,

  Customer Answer

  Date: 05/20/2025

  [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: 23346749
  
  I am rejecting this response because: THERE IS NO OPT OUT OPTION! & it clearly says contact which means my order should have been handed to me or a picture should have been left!!! its ridiculous how yall just wont admit to yall wrong doing yall have no proof that my order was successfully delivered! and i will be taking all these complaints around to the councilman yall dont even listen to yall consumers or try to accommodate them! there is no need for your business i spent over $60 and still NO ORDER!! provide proof i have my order! 
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/03/2025

  i was sending an example of the options i have to pick from when choosing delivery! and i couldnt opt out of anything. my order clearly says i spent over $60

  Business Response

  Date: 06/05/2025

  We have thoroughly reviewed your account and it appears there has been multiple claims. Additionally, our system had indicated all items were scanned correctly and delivered to your location. In this case, I will proceed to deny compensation as it has been confirmed your order was delivered.

  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: 23346749
  
  I am rejecting this response because:
  first you said i changed my settings, then you couldnt confirm the price, now i have multiple claims. which one is it? the fact of the matter is i didnt receive my order and there is no proof but i have already contacted the proper channels in the neighborhood to get this company dealt with properly. its ridiculous! *** my claim is just being denied just because! you have no picture or actual proof it was delivered, no correspondence from the driver!
  
  Regards,
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/17/2025

  Type:Customer Service 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.

  Placed an order for delivery. The driver could not find the apartment after I had spoken with him twice over the phone trying to help him and he refused to spend any more time trying to deliver. According to the gps that shows where the driver is, the driver drove away from the vicinity of my home. I contacted the company and they refused to refund. So I just lost out on $35 dollars worth of groceries all because the driver couldnt find the place. How is that my fault?? They absolutely refused to give me my money back and said thats not something that they offer. I will be disputing this charge with my bank for fraud.

  Business Response

  Date: 05/18/2025

  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:05/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled their fam service and was still charged. I logged back in and their system still showed me subscribed. I cancelled again. And it wouldnt take. I had to do it 3 times before it finally showed as cancelled. Each I submitted the cancellation it said went through only to log back in and see it still active. They charged my card and are refusing to process a refund. Now they say if I cancel I wont get a refund but I cancelled before they charged me and their customer service just doesnt understand English. They pretend to not understand what youre trying and keep repeating themselves which Im sure is them just copying and pasting scripts and they dont even know what theyll scripts are saying.

  Business Response

  Date: 05/18/2025

  Hi there!
  
  Thank you for contacting Gopuff Support!
  
  We have received your request. After careful examination of the details associated with your account, we found out that your FAM was utilized on your recent order 5/8/2025, 6:08:51 PM and your current billing period is 04/29/2025 - 05/28/2025. Please note that FAM subscription fees are non-refundable, as stated in our policy. 
  
  Thank you for your patience.

  Customer Answer

  Date: 05/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23344887
  
  I am rejecting this response because: I had already cancelled it. From what I was charged and the 45 minutes it took to get my order it didnt feel like fam was still active.  And yet nothing is addressing the the fact that it takes multiple attempts to cancel this service they like to say is nonrefundable. They make it almost impossible to cancel since each time you do follow their onscreen instructions and cancel it doesnt take.  As soon as you open the app again and go back into the fam subscription its still showing as active and shows the next bill date.  I didnt notice this until I got charged.  And that same night it took me several attempts to have reflect as cancelled on the app. Even their so called customer support was offering to cancel it for me after I had repeatedly cancelled  in the app. No one sees anything wrong with the way Gopuff is essentially forcing you to keep fam by not processing  the cancellation and then refusing to refund. Why are the customers being penalized for their deceptive business practices?  
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/19/2025

  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!

  Customer Answer

  Date: 05/20/2025

  [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:05/17/2025

  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 ordered a discounted bag from goPuff and received a text stating one of the normally included items were out of stock but that I could choose one of the two substitutions they gave me. The employee made the unauthorized change to the order and cancelled the whole bag and the discounted price and I was charged full price for individual items I did not even order. When I reached out to goPuff after seeing the charge and before the bag was delivered I was waiting for an hour before I spoke with a *** and was told they would not help me. I spoke with a supervisor and was told he wouldnt do anything since the order had now been delivered even though I started trying to contact them before it was delivered. So I am charged for an unauthorized change and after being placed in hold for an hour also blamed for not speaking to them sooner.

  Business Response

  Date: 05/18/2025

  Hi *******,
  
  Thank you for highlighting this matter to us.
  
  After a detailed assessment of the situation, we have resolved to fulfill the customer's request. We have reached out to the customer regarding this decision.
  
  We strive to offer the finest experience to our customers and sincerely thank you for allowing us this opportunity.

• 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.