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Business Profile

Convenience Store

Gopuff

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 order that was $13.79 I was charged $33 ,I try to resolve the issue with mio on the app he didn't help me first place I don't got give no 395 tip and the hind fee of 495 for small.itma fee

    Business Response

    Date: 05/20/2025

    Thank you for bringing this to our attention.

    Upon reviewing the order, we found that the customer was charged correctly. We've attached a screenshot of the order flow highlighting (in yellow) the small order fee applied to any order under $12.95. Please note that cigarettes are excluded from meeting the order minimum. Since no additional items were included in this purchase, the fee was appropriately applied.

    Regarding the tip charge: on the final checkout screen, it clearly states that the small order fee still applies when purchasing only cigarettes, and it also displays the default tip amount for the driver. The system automatically applies a default tip, and customers who prefer not to tip must manually adjust the amount to $0. In this case, no changes were made, so the default tip was applied as expected.

    As a one-time exception, we have refunded the tip amount. Please note that both the small order fee and driver tip will continue to apply in future orders unless the applicable conditions are met.
    In response to the customer's comment that her daughter has not been charged this fee: we found that her daughters orders included additional items beyond cigarettes, which met the minimum order value and therefore did not trigger the small order fee.

  • Initial Complaint

    Date:08/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 saw the floor manager give out free liquor I said I was gonna report she said everyone will be without a job 3 days later my account was deactivated saying their is a report I pick up orders n don't take them n I do 3 days prior I now got deactivated i don't order if intoxicated they run out the 3 minute wait time im being falsely accused

Gopuff is NOT a BBB Accredited Business.

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