Gopuff—Alcohol & Food Delivery
Reviews and Complaints

I’m a GoPuff customer, and have been for several years since i first discovered the service when i was living just outside of Seattle. Over time GoPuff has gradually gotten better and better. They now offer more products and greater variety than they ever have. Which is great because while I’m admittedly a snack-food connoisseur - i no longer drink alcohol at all. Where i now live in FL, our local GoPuff team has their own “GoPuff Kitchen” where they make pizzas and other food items themselves instead of having to rely on 3rd party suppliers & restaurants. I’ve personally tried the GoPuff pizza - and it’s surprisingly good. Better than Little Caesar’s IMHO. And i love me some Little Caesar’s lol. But - i have a unique perspective. Why? Because not only am i a GoPuff customer - I’m now also a GoPuff delivery driver. I started delivering for GoPuff a few weeks ago here in my hometown in FL. And so far - i love it. I’ve had plenty of orders, plenty of tips, and plenty of extra bonuses & subsidies added to my base pay. I literally made more in 3 days working for GoPuff than i did in 2 weeks working my $12.50/hr PT cashier job. But even when you don’t have orders, they still take care of you as long as you’re on the schedule and parked at the warehouse ready to accept orders. I’ve never heard of any other delivery company willing to do that. But that’s what makes GoPuff different. And by different i mean better. They actually care about their drivers because they know happy drivers = better customer service, faster delivery times & more accurate orders which = happier customers. And the happier your customers are, the higher your profits will inevitably be. So - GoPuff is a good company all around. Good for customers, good for drivers, good for everyone.

The app concept is really great. I love the selection of items, the pricing, and the speedy delivery. However, have been unable to place orders for 4 days and GoPuff support has not fixed the issue. I encountered a glitch where it would process my order but nothing would go through. Sunday night I called support who told me they would submit a ticket and get back to me that night or the next day. Nothing. So I called again Monday afternoon, and they submitted another ticket and promised a prompt follow up. Nothing again! So I sent an email Monday night, received an automated message that I'd be contacted within 24 hours. Nothing. I sent a follow up on Tuesday, and then on Wednesday I finally got an email back that said "Can you describe the problem to us?" WHAT? My first email was very detailed already AND I attached a screen recording. I replied by copy and pasting my first email to them which was enough information to look into the issue. Clearly my first email was ignored.

They have given me multiple excuses for why I can't place orders; its my app (even though I showed in my screen recording that even the website doesn't work), its an account issue so they need to delete my account then make a new one, then they said it's a finance glitch on their end and it's going to take a long time to fix since multiple accounts have this issue.

It's Thursday now and there has been no clear answers as to whats wrong or how it will be fixed. Every staff member (except for the delivery drivers) seems stoned, aloof, or about to fall asleep.

On top of that, I keep getting promotional emails that the unsubscribe link doesn't work to. I emailed the support team about this and they have not even acknowledged my request to be removed from the email list.

Overall this app is beautiful in concept and design but is poorly managed and has so many errors.

I have always had such a great experience using this app. Sure sometimes the orders would take a while to come but I always had the best customer service and I was willing to be patient. But tonight really took every ounce of energy not to flip out. I put in an order at 10:30pm that contained alcohol. I had my ID ready just as I always do and waited an hour (when they told me 30 minutes) for the order to arrive. I am not upset I waited an hour. It is kind of expected. But when the delivery guy got to my door and tried to scan my ID he simply couldn’t. It made no sense. My ID always could be scanned before. He told me he had to cancel the order and that I could reorder under a friends name and that he could deliver it. I was like okay cool. I will admit I was irritated but I knew it was an easy fix. So he canceled my order and we reordered then I called goPuff to ask to expedite the order since we had already waited over an hour. It was 11:45 at this point. Out of nowhere the lady tells me they can’t deliver alcohol after midnight. I was beyond frustrated at this point because we just placed the order again. She then tells us that she has to cancel the entire order again. By the time I got off the phone it was midnight and as I considered placing the order yet again I felt like I was gunna lose it. I now had a pending transaction of 49 dollars, my friend also had a pending transaction of 49 dollars, and we both were going to have to wait 5 days for it to be put back in our accounts. All this over my valid ID not being able to scan. All I wanted was an ice cream really and some snacks. I was having a really bad day and wanted to stuff my face. But now that it is so late do I really wanna be up until 1 waiting for some ice cream? No. So I am going to bed right after I uninstall this app and I will tell everyone how ridiculous this was. You guys just aren’t worth the trouble. I am beyond disappointed.

First and foremost, if you don’t order over a certain amount, you will be charged a “small order fee”, which is almost $6. Literally insane. Small order fee aside, delivery fee, taxes, other random fees that aren’t disclosed, and tip, will almost always equal to about 1+/- $10. Now add that $6 small order fee, and you’re already at almost $20 before you even get your order. It’s literally cheaper to order DoorDash or any of those other behemoth third party delivery services, and I already thought they were overpriced.
My very first order was a year ago, right after dental surgery. I had 5 teeth removed and ordered ice cream, gauze and ibuprofen. The order was not delivered for 6 hours. I complained, which took an insane amount of time and arguing, and the support person telling me I needed to be patient. It was delivered 10 minutes later, with no apology, refund, rectification, nothing. So I deleted the app for a long time. Then I was in a bad car accident, and decided to download the app again. I have had my order stolen (it was a pregnancy test) and was called a liar by the “support” chat. I have had drivers show up at my door several hours after delivery, only to be called hysterical by “support” staff, with no sort of apology or refund or literally anything. Just them saying (in much less words), “okay, and?”. I’m a single mother. That’s unsafe and sketchy. And all you can offer is “okay, and?”?! And that brings us up to here, now. I placed an order, and 15 minutes later I was called by the driver, who told me his app glitched out and he couldn’t “complete” the order. He asked me to contact support to let them know that my order has been completed. IT TOOK 6 HOURS, 4 SUPPORT CHATS, AND ABOUT 100 NEW GREY HAIRS just for them to mark the order as completed. ARE YOU KIDDING ME?! This company will fail if this is how daily ordereds are treated. I’m not surprised though, I’ve read a lot of similar reviews to mine. Get it together, Gopuff, or you will fail.

I’ve been meaning to leave this review for awhile but I was literally banned from ordering from this service because I kept demanding they either do the delivery they promised or refund me immediately. A while ago I ordered several items I needed including food, toilet paper, water and several things that would be considered necessities. I was living paycheck to paycheck then and the weather was horrible that day I spent the rest of my money to get some items I needed to make it through the next few days. I did not want to go walk through the freezing weather at night to get these things and go puff seemed to be able to deliver them in my budget. Over an hour and half later they message me saying due to inclement weather they could not fulfill my delivery. I understand not being able to do the delivery but then I find out that they charged me already and I would not be getting a refund for several days. That would normally be ok but like I said I had been living paycheck to paycheck, I emailed and emailed them and they said there’s nothing they could do they would not attempt the delivery that day or even the next day, they would not be doing that delivery and my only choice was to wait for my refund. I literally had no water (I lived in an old apartment that did not have the cleanest tasting water on top of chicagos normal water) I was low on food and ordered some cheap meals to get me through until my paycheck and not to mention toilet paper and other bathroom needs. Basically I was screwed and the company was fine with that they essentially caused my last few dollars to survive on to be held and unusable I was so angry I kept attempting to get anything to live and was banned for not just letting the issue go. Don’t use go puff there’s instacart Uber, a 7/11 delivery app or any number of services that won’t screw you over that bad. Also In my opinion there are a lot of fake reviews here on the App Store as anywhere else they have 1-2 stars but somehow they magically have 4.5 stars here.

I made an order a while ago during a promo day, as an email stated there would be a surprise in the bag, but there wasn't anything in mine when it was delivered. Not sure if they ran out, but it was rather disappointing, especially because it seems that every time I order from Gopuff, something gets messed up. My first order was fine, but I felt like I didn't get the value for what I paid for bags of chips were small (think those 25cent ones you used to buy as a kid, but charged at 1.49. What?) The second order was missing several items, and upon trying to contact someone via the app, there were no phone numbers available, so I had to contact the deliverer. He said he would go back and have someone send out what was missing. Three hours later, no one had arrived, and I was making a bunch of phone calls trying to reach Gopuff. I even called someone's personal number thinking it was to the warehouse. I'm not sure why someone was using their personal number to make calls to customers. The third order was okay, but I tried using a code that did not have an expiration date and it would not work. I called the 'warehouse' and the person I spoke with told me I would have to call a different number about it and that he couldn't help. He didn't give me a number to call either. And when I received my items, they weren't as described. The coal lid cover does not work on any hookah bowl. And I bought the cover as well as a dual flavor hookah bowl so I could use the cover on it and it doesn't fit. Then my most recent order (that I wound up tweeting GoPuff about) was the one missing the special item. The deliverer was very terse and just about threw the bag over my gate I guess because I wasn't fast enough to reach up and grab it from him. I've just been surprised by the level of unprofessionalism displayed by some of the workers, and the fact that no one helps and I can't get a straight answer or the right phone number. Not sure if this is helpful to anyone but the service is terrible. It's honestly only goo for getting hookah stuffs and different flavors.

If I could give this app and their delivery people more than 5 stars , I would . I’ve ordered from the Gopuff app 3 times now and each time and delivery person is better than the time before , and believe me , the time before was awesome so I don’t know how they do it , but I’m impressed every time . And They have saved this single mommy at some very stressful moments . I’ve needed diapers , milk , baby Tylenol , to name a few …basically some pretty critical items that you never want to be out of later on in the evening time , because with 4 kids , the two youngest being 2-yr-old twins , it would be a nightmare to have to go out with all of them late at night . …And the people that work there ? … The best …always so kind, very personable and friendly with you , and no matter the time , they come with a smile on their face with your delivery . And Your items are packaged up so neatly , order is correct and in my case I go out to get my order or I’ve even sent my 8 yr old out to the gate to get it (and I normally would never send one of my children out with any other delivery situation because it’s a stranger. Period , so that’s saying a lot ) but they put your bags right into your hands , not like some delivery situations where it’s practically tossed on the ground and they are gone without a backward glance or even checking if they have the right person , right order or checking who should be receiving the order etc . But the best and most impressive thing about this app ..? It’s almost unbelievable each time I swear , but how fast your order gets to you … lol you have to experience it to understand completely. The longest I’ve ever had to wait for my order , and that’s from the time I submit my order until the time that my items are actually placed in my hands : 19 minutes … I don’t know how they do it…and that’s the longest time , cause the time before that it was like 15 min, My milk was still so cold it was like I just took it out of the fridge ..so I highly recommend Gopuff , no other delivery service out there even comes close to them .

I will NEVER ORDER FROM HERE AGAIN. Absolutely TERRIBLE CUSTOMER SERVICE WITH NO COMMUNICATION or care for their customers! I have been a loyal customer for years and usually have no issues. I have dealt with a few understandable late & delayed orders because I understand this happens. However, my experience tonight was the worst ever and was enough for me to write this review which I never do, and enough for me to completely delete the Gopuff app and never order again. I ordered at 7:23 PM with an expected delivery of 7:48 PM. After checking back an hour later, it was still not packed. I messaged through the support chat, which was NO help. They told me that one of my items was out of stock and they were looking for a replacement and that it was placed on “hold” AKA the lazy worker put it aside and forgot about it. I said okay but they usually call me right away when out of stock. I asked for them to substitute it or replace it. They said they couldn’t. So I asked what would happen with my order If they can’t? They basically told me they could only check the status (that I could already see myself) and that they couldn’t contact the warehouse directly which I find hard to believe. So they asked me to be patient and wait for the delivery and I did. Fast forward to the end I waited 3 HOURS, finally got a live person on the phone who said the driver was out finally and would deliver in 15 minutes. 30 minutes passed and no driver. We called again, and they said “oh the driver can’t deliver there” BUT THEY DIDNT NOTIFY US of this. They just keep throwing $5 credits at you which can never make up for the time and energy I have wasted tonight. They said he “refused” how do these people have jobs? Also we order from there frequently so location for delivering is NOT the issue. Tonight I experienced no communication, NO honesty, we were told
Twice they were out for delivery which was a LIE & NO customer care at ALL. It only takes one bad experience like this to wipe your hands and NEVER want to give a place your business again! Completely disappointed.

I just got off the phone with a girl who was very rude and hateful. She was nice at first. I had a very late order delivered to me several days ago. I called about it and I had the nicest customer service person ever. She gave me a $25 credit. I went to use it this evening and it was only $7. I called Customer Service because it wasn’t showing up in my account. In the beginning, I was speaking with this girl that was very nice UNTIL I called her out about the $25 credit I was given. She had listened to the phone call. It’s right there in the phone call where you can hear the girl gave me a $25 credit. This girl got snippy with me. I got hateful right back. She threatened something about me being unprofessional (I don’t work there) so that was silly. I told her she needed to clean her ears out better because I know what was said on that call where the girl gave me $25. I ended up hanging up on her. A customer should not have to deal with someone like that. Earlier on the call, she was trying to get around that $25 credit. I did get a text and am going to retrieve it from my account if possible. Good thing I keep all my messages. I order from this company frequently. If this was my company I would never allow any customer to be treated as I was. Please copy and paste this on any feedback site about this company. There is other competition out there that will gladly take my money and if there is a problem most companies stand behind their word. Do yourself a favor and order from somewhere else. I would hate for anyone else to deal with what I just dealt with. I know what credit I was told because it honestly surprised me. I had fixed dinner and waited over two hours for that delivery. I ordered something to go with dinner. Taking over 2 hours is ridiculous. Supposedly there was bad weather. It wasn’t that bad because my 80-year old mother and been out driving that evening. I wish companies taught their employees better customer service because this girl shouldn’t have a job after talking to me the way she did. This is definitely not a stand-up company. I will be sharing this review everywhere possible.

I used to have no issues with Go Puff I would order all the time until this last time I made a big order totaling over $120 and I was missing more than half of my order! Not only did I not receive my entire order but the driver lied about coming to the door there was no text like usual no call & she showed up 40 mins later than the time of delivery but not only that; customer service was no help! I did chat support and spoke with Jamaica who was supposed to begin my refund but never did! She then transferred me to Trevon who completely didnt help whatsoever they both so left the chat without helping. They were going to check with the driver to see if she had the rest of the order and they couldn’t even do that. Literally the person that tried her best to help was Chassidy (very polite sweet woman) who tried to put in my refund but it all had to be investigated since it was an order over $100. I was advised to call back the following day to check the status after dealing with this issue from the 11pm until 2:30am ! And I was given an $10 credit to my account for inconvenience. They swear they did me a favor giving me back $15 credit that was used towards my order from MY EARNED ACCUMULATED reward points from previous purchases. The lady I spoke to today which I didnt even get her name bc it was so frustrating, said I couldn’t get a refund because the driver said he dripped off my order and supposedly I signed for it. I never signed for anything and not only that but my driver was a woman who by the way showed up at my door with her breasts coming out of her bra dressed half naked! So after “investigating” some more I was offered another $25 credit for “inconvenience” which I NEVER RECEIVED! It doesn’t even show up on the account when attempting to place an order. I will be keeping an eye out for my refund but never again! Please do not place any large orders and dont order anything expensive that could be valuable because they are liars and thieves ! A complete nightmare dealing with this mess! Gopuff is great for a quick cheap snack but dont place any large order & hopefully no issues arise! you’ve been warned !

I’ll start by saying that I love GoPuff when the app is working correctly. I am a very loyal customer but I am constantly on the verge of canceling my membership every time there is an issue. When the app isn’t working correctly, which is fairly often, you can forget about ordering because the customer service provided in the app’s chat function is generally completely worthless. Issues I regularly encounter with the app: - Wines listed as being part of the 5 cent wine sale don’t reflect the 5 cent price for the second bottle in the shopping cart (i.e., full price). Not only is this issue an inconvenience, but it’s also illegal. - If you use rewards points to add a promotion to your cart but then don’t end up completing the order for whatever reason, you lose those points completely. - Customer support in the help/chat function can’t actually help with much of anything. Nearly every issue I bring to them I am told is “out of their scope” and must be referred to someone else in a different department. - When the issue is referred to a different person, they “open a ticket” for the issue to be addressed, but the customer is not given any sort of timeline for when the issue will be fixed. Will the issue be resolved the same night or next month? You’ll never know because they won’t tell you and you definitely won’t be notified when a ticket opened for you is resolved. They literally expect customers to just keep opening the app over and over again to see if the issue they’re experiencing has been fixed. - Customer service never really listens and will ask questions you’ve already answered or just resort to telling you to delete and reinstall the app. This is their solution even when I am having issues with the WEBSITE opened in a web browser on my LAPTOP. Even when I tell them that, customer service tells me to restart my phone and reinstall the app. Like what?! Honestly, I wish GoPuff were more reliable and consistent because I would love to keep giving them my business. Unfortunately the app/website issues and absolutely HORRIBLE customer service causes far too much frustration for me to continue being a customer. Good riddance!

I ordered from the app only twice and there’s multiple reasons why I uninstalled it after the second. So one reason is the order time is ridiculous. I’m usually pretty lax when it comes to wait times but when the app says 20-30 minutes and it takes 2:30 hours, I won’t put up with it. Next, we live on a block with only three houses, so the driver had my number to call Incase he was lost or anything like that. He instead 1. He pulls up with music blaring (our house is close to a highway so it’s pretty decently sound proof) and at 1:30 am, that definitely irritated me. Next, instead of calling to see which house was the right one, HE GOES AND KNOCKS ON BOTH NEIGHBORS DOORS!
The last thing that was the last straw was random charges after ordering on the app. The first time, I had a random $4 charge which didn’t really bother me and I thought that I went somewhere and forgot about getting something. But the next time I order, I have one $43 charge and a $36 charge for what I find out to be porn websites. You may think that I’m blaming the app for some weird thing I have going on but I’ll explain why I’m pretty sure it was the app. 1. I had just gotten paid and just went to work then home. There were no other charges besides the random two plus the gopuff ones. I still thought that was a reach but then I thought about how the only two times I got charged randomly, it was when I orders through the app. I’m a generally paranoid person so if I do have to hand off my card, I keep a close eye on it for the reason the numbers don’t get stolen. Next, I disputed the charges with my bank and that’s when I come to find out the charges were on porn (on my bank statements, it was just a weird link to a random website I’ve never even been to) plus I live in wheat ridge and the address where the charges were made in Pueblo, and if you know Colorado, that’s a decent ways away. Sorry for such a long review but I don’t want anyone else going through what I did plus since I deleted the app, I got a new card plus have not had any random charges since then so it could either just be a random person got my card number somehow but I’m 100% sure it had something to do with the app.

My Uber driver was absolutely amazing! I ordered very very late in the night and apparently to my knowledge go puff starts delivering at 2:30 AM I ordered around 2:10 AM. I ordered a case four of 12 “ liquid death”Mineral waters. I also ordered another liquid death berry flavor mineral water as well as another liquid Des mango flavored water. After I ordered my drinks and then ordered 4 “bubbies” mochis. My order was here faster than any order I’ve ever placed. And I honestly thought when I ordered this order that it would actually not show up until way later considering I ordered so late. I also forgot to turn on my porch light therefore my driver was unsure if I was awake or going to receive my order. Now, Mind you this is it to 17 in the morning and she stood outside waiting as alerts were coming up to my phone to make sure that I got my order before leaving. Most people wouldn’t do that they would just drive off and say “oh well they ordered it it’s up to them to get it”..! But that wasn’t the case with this lovely lady. I asked her name but I can’t quite remember but I know it started with an L. She was very polite and did her job extremely well and in a timely manner and a very polite manner even when though it was very late and I’m sure she would love to have been home going to bed. But instead she made sure that I had everything I needed before she took care of her business. I’ve never had a bad experience with any Gopuff driver whatsoever. Everyone who has ever delivered to me has always been polite. There was only one time that I actually didn’t think my order was going to be delivered because it took so long and I called the support line and the lady that answered was extremely helpful and she assured me that it would be there within the next five minutes and she gave me that promise and within three minutes I had a knock at the door and my order was there. I’m not sure what goPuff is doing but whatever it is keep doing it because you have absolutely wonderful employees. I’m a go puff user a lot and I will continue to be an avid Gopuff user. It’s convenient, fast, and always correct so I absolutely love it. Thank you so much. Respectfully,Kerri Harpole

I have now ordered three times with this app and 2 deliveries have been completely f’d up. I guess I’m the fool here for giving them another chance. Here’s what happened and I hope people read this:

Order 1: waited for 90 minutes and finally my driver came. Over half of the items were missing and I discovered that when I got back inside. I contacted support and they offered to refund or deliver the items again, I chose to do it again. After 90 minutes of waiting AGAIN, I contact support and the person told me that the distribution center was now temporarily closed and they would not be delivering my order. They did not contact me about this and I wouldn’t have known about this if I hadn’t contacted support. This time I chose to take the refund because there was no way I would be ordering again. I got the refund and some credit.

Order 2: I decided to try again since I had that free credit I needed to spend. I waited for 60 minutes but my order eventually arrived and everything was there. Overall an alright experience.

Order 3: I made the mistake of thinking that since my last delivery went fine, maybe my first delivery was a one off. That was a mistake! I wait for an hour for my order (which at this point, I’m expecting that the “25-30 minute delivery” will never be true). After about an hour I get a text that my order was delivered. This couldn’t be, because I was still in my apartment and I didn’t receive any order. The order screen in the app has a picture from the driver of a house I have never seen and he had made no attempt to contact me about the delivery. I contact support, obviously very frustrated about my experience and all they could offer me was an apology, $10 credit and a full refund. She also told me that there was no way for her to have the order redelivered because apparently GoPuff had cancelled that order before it arrived and never let me know about it. So I am left here, at 12:30am with no delivery, a $10 voucher I will never use because I won’t do any more business with that company again and an hour of waiting that I’ll never get back!

Overall, this service is atrocious and I feel ashamed that I gave them 3 chances to provide a good service. Fool me once, shame on them, fool me twice, shame on me. I hope people read this and won’t make the same mistake I did by giving this app a chance!

I hope somebody reads this . I want to make sure somebody does . I do not have a phone , I use my iPad so I don’t have a phone when I leave the house , the first order I made it didn’t go through because I didn’t answer the phone . I made another order and left in 2 minutes of when the second delivery person called me , I went to autozone and waited there the same amount as I waited for the first order I made (30 minutes) I waited for a while , then I started walking all around because something did not seem right , another thing : She did not tell me what color of car she has or any info about it , so it was almost impossible to find her and another thing , she knew my hair color (blonde) so she would be able to find me easily and ANOTHER THING I was right in the middle of autozone I would stand in one spot and then stand in another , it’s like she didn’t even try to find me . I looked all over that area even on the side walks , even the store across the street from it , nothing . Walking , turning , walking , turning , walking , turning everywhere ! until I started having a panic attack and crying my eyes out because I’ve been waiting for this all day and it’s already dark out . I ran as fast as I could home with my bottle of water spilling all over me , and crying and by the time I got home it was too late to get my order but that was not why they couldn’t do order again , this is why : when I came home crying , sobbing , having panic attack , I messaged the delivery person (Sarah) this “Did you get the wrong address? Please call me back , I came there in 5 seconds and you weren’t there . Please come to my address and drop off my order . I don’t know what’s going on but I’m tired of it (because I’ve been waiting for another delivery person for the same time and didn’t show up just like her) now please tell me , is that cussing and screaming at somebody ? I honestly think she was playing games the entire time (I don’t want to be rude but why would she not appear and then LIE about what I said to get go puff to not trust me , well Sarah it worked . But I have proof of the messages I sent you , I can send anyone at anytime . I get panic attacks often but after this happened , it gave me a gooood one because somebody lied about everything they said for no reason . I deleted gopuff , if you still use it try to avoid Sarah as much as you can , because me (a sensitive nice young girl wanting a snack) was looked at as a bad really person because of her .

I’ve used Gopuff on and off for years. I liked the accessibility and the options they have. But oh my god is this app an unforgivable disaster if you have an issue with your order.

I ordered some easy meals kinda late at night - I had just gotten out of the hospital and couldn’t cook any of the things available to me at home. I wasn’t too concerned about the late hour since I live a 3 minute drive from my local warehouse. The app said my order would arrive by 2:03 at the latest, so I figure it’s not too much of an issue.

Until I never receive the food I need.

The system only lets you talk to support when your order is over an hour late. I reach out when I get the chance to, and support just tells me that the order is assigned and my food will be delivered eventually. I try to ask for problem solving, emphasizing that this is my only option to eat for the foreseeable future while injured, and they just keep telling me my order is assigned to a driver and I’ll get it eventually.

This goes on a while. It’s getting wildly late at this point so I ask if it will be delivered tonight. They say yes. I ask for a new ETA and they just keep giving me the old one from the app, and repeating that the order has been assigned to a driver.

I leave the conversation confident I’m not getting the whole story. I have never had an order run this late living so close to the warehouse, and it’s not even out for delivery.

So I contact support again. This time, a different person tells me that the warehouse has closed and my order won’t get picked up by a driver until after it opens again at 7. And they tell me this after I have been going back and forth with support for more than an hour trying to get food so I can have a chance at eating a meal after an all-nighter at the hospital.

The warehouse closed at 1:30, and they didn’t bother to tell me until after 3. If your customers can’t get help from staff until their order is an hour late, you shouldn’t be taking orders 15 minutes before the warehouse closes (especially considering closing time is constantly changing and never visible while in the app to place your order).

They dragged this on so long I couldn’t even order food somewhere else. Everywhere was closed. I do not get a meal tonight, just gaslit by support employees who offered half-hearted apologies for screwing me out of being able to eat.

This app needs better support options (and support staff clearly need more training and tools), more accountability, and for the love of god tell people if they might not get their food until the next day when they place their order.

This is the most horrendous support experience I have ever had. This app is not worth the possibility that I will ever have an experience like this again. Save yourself the headache and order food/groceries somewhere else.

We use Gopuff regularly in my family and for a while the app was great but now they have horrible drivers that are constantly rushing. We got delivered the wrong bag and we called customer service because we knew that the drivers were busy that night and the customer service lady was amazing and so nice and they ended up sending us a new order for free and they told us to keep the first bag that we got. About an hour later the original driver that gave us the wrong bag in the first place showed up with our original bag asking for us to swap the bags. When he was told that he couldn’t do that he got mad at us and threw our bag at us and then about 5 minutes later our new order was delivered so we ended up with three orders In the end but the driver shouldn’t have been hired in the first place. Now I have another issue with another driver because we made another order and I got a call from the driver but I was unable to answer the phone and I got no voicemail and the only text I got was “Gopuff here” which usually means that they are in the apartment complex but they did not tell me that they were having issues finding my apartment or anything. This was late at night so I made sure our gate was open and the next thing I know is that the driver canceled our order because they were not able to locate my location where I live and we’re not able to get ahold of me. I have a few issues with this 1. The driver called but it was a no caller id which made me think it was a scam call and 2. They didn’t text me until after they canceled my order and they didn’t express that they were having issues finding my apartment so I had no idea that they were lost or anything. I would have understood if the driver had left a voicemail at least or even a text or just called me a few times and it didn’t show no caller id but this driver did not even care to try to get ahold of me. This company is a great company but they really need to try to fix their delivery driver problem because this is a reoccurring issue for me and since the first issue I have been scared for their delivery drivers to contact me or even come up to my door if they are not careful about who they hire. The delivery drivers used to be amazing and I would tip the delivery drivers after the delivery was delivered and I would tip as much as I could but recently these drivers make me not want to use the app or tip them at all by the way they treat customers. I’m not the only one with this issue I know other people that have had similar problems and I NEVER write bad reviews because I hate to be that hateful person but I have just had enough with the people that don’t care to actually solve a problem and talk to me or to not throw things at me. I’m not a mean person and I don’t ever complain but I’m just kinda over their careless drivers especially when I need something when stores aren’t open and I have to wait till 10am.

I thought I’d finally give this app a shot after seeing an ad for free delivery on my first order. So, I downloaded the app, made a cart, applied my promo code, and placed my order. Shortly after, I noticed that I had missed a phone call (from gopuff) and that my order had been cancelled. This doesn’t make any sense to me. Why can’t the app just process my payment and deliver my order to me outside (or drop the stuff off on the porch) like all other mainstream food delivery services (Uber Eats, Grubhub, Caviar, DoorDash, etc). Moreover, why does gopuff use two-factor order confirmation? Isn’t the placement of the order itself enough of a confirmation? You have my money; now deliver my order. If I don’t show up outside to pick it up or don’t answer the driver’s calls when they arrive, that’s understandably on me. But a mandatory phone exchange before order pickup is just ridiculous. It almost feels like app-users are guilty until proven innocent. The only reasons I can think of for Gopuff using two-factor confirmation are 1.) to maximize successful deliveries and 2.) make money off cancellation fees. But isn’t Gopuff actually losing orders (and future customers) by requiring a phone call? When it comes to buying snacks (especially at 2am), customers don’t want to have to talk to other people. They’re probably lying in bed high asf, expecting their order to be on its way after pressing the “place order” button. So, by requiring a phone call to begin with and by cancelling orders when people don’t answer the call from an unknown number, I feel like Gopuff is actually driving away customers. They’re not doing any sort of courtesy by adding layers of confirmation; they’re just making things complicated and dysfunctional. I don’t know if Gopuff makes money off cancellation fees, but obviously that would be shady. Their platform seems sketchy enough, though, for me to not put it past them.

Putting all my frustrations aside, I decided to try again. I made a cart, entered my promo, and... my promo was rejected? Did Gopuff really count my last CANCELLED order as my first order? My promo code was really used up on a cancelled order? Wow. This was when I uninstalled the app.

My girlfriend downloaded the app a few days ago and had no problems with her first order (because I was there to warn her not to miss the stupid requisite phone call). In her bag she was also given a “free delivery on your next order” promo card (code: DOUBLEUP), which we both thought was nice. However, the code didn’t even work when she tried applying it to her next order! No expiration date, rules, or restrictions were listed on the card; just the code and some cringey written nonsense. This was when she uninstalled the app too.

I feel like gopuff is pandering to poor college students with its broken promo codes, false promises, overcomplicated ordering system, sketchy platform, and cringey youth slang. Gopuff, if you want people to use your app, make it simple, honest, and reliable.

On Sunday July 25th, I had a horrible experience with a driver. I placed an order of delicious snacks and wine with a sick child in my lap. Mommy needed a break. And thanks to Hulu, I discovered GoPuff. All was well with the world!

I’ve always had a lovely experience with GoPuff! It's incredible how fast the drivers arrive and how pleasant the app is to use. The entire experience is well thought out and up to this point— well executed.

With my sick child in my lap, I placed this order and worked on my laptop per my normal (aside from the sick kid part). I kept hearing my phone ping with notifications. This driver appeared to be lost. I reiterated my location details with him and went as far as sending a picture of my front door… which of course… woke my sick kid.

I get him back to sleep, and continue to get more notifications from this driver and notice that I have missed calls from an unknown number. (My phone silences unknown calls by default). plus I’ve never had to talk to a driver before***Nor could I… I’m in the middle of work with a sleeping child in my lap.?!?!?!

Having missed the calls, I text the driver back. But now he wants me to meet him at my leasing center? Thats over a mile away from my apartment. What is this? Who gets treated like this? If I wanted to drive a mile plus, I would have gone to the CVS, Walmart, or 7-11 thats right up the street from me.

Also, its just past 11:30 at night. I’m a small woman. And a survivor of domestic abuse. This hits a nerve. It feels as if some strange man is trying to lure me from my apartment.

On a serious note, this is completely unacceptable. I’m a frequent user of door dash, uber eats, Instacart, and favor. Out of all of these, GoPuff became my recent favorite due to its delivery speed. (I have a busy life between running a practice, 2 businesses and a family). Never have I ever been asked to leave my apartment. Never before have I had any sort of issue like this.

I immediately felt unsafe. I promptly got on a chat with customer service. 30 seconds later this driver cancels my order. In spite of all the details he had on me— including an actual picture of my front door! There is no excuse for the driver not being able to deliver to me or for putting me thru such hassle, inconvenience, and terrible experience. NONE.

I was livid. Absolutely furious. I spoke with Sunny and Ana with customer service. They were very nice, especially Ana, but couldn’t get my order to me. And the one thing that mattered— the wine for the love— I could no longer order as it was past 11:30.

This driver ruined my night. And customer service was of no help other than a credit to my account.

Fast forward to this evening. Monday July 26th— having cooled off, I decided to give GoPuff another chance. Surely that was fluke. I couldn’t log into my account and was told my account was restricted. Back to customer service…. Customer service said “the warehouse has decided to not do business with you”.

Are you kidding me? How is the customer and the victim of both horrible and predatory delivery service cut off from using her account? How does this empower customers to have a good experience and feel safe using a late night delivery service?

I would like an apology and my account back to use the credits and GoPuff points that I’ve accrued. I would also like both the warehouse and driver reprimanded.

Dear GoPuff,

As I realize how often I’m the only driver at a store, I realize that your app system is very broken and I thought I’d explain why and how. The proof is in the pudding, and I’ve worked alone at a store too many times to know that it’s 100% not accomplishing the results you guys say the new system is supposed to accomplish.

The app encourages drivers NOT to work busy days. The app steals the driver’s tips, so the more we work the less money we actually make. This app is completely backwards. There is zero incentive to work busy days, because the more trips you do the less money you make. It’s a scam. The harder we work as drivers, the less money we make. This is terrible treatment of drivers. The app also doesn’t provide any reasons for loyalty, because the app is not loyal to frequent drivers. The app gives away our hours to *anyone*, and it’s a deadly environment they place their drivers trying to secure hours while driving. They say it’s because drivers complained— but regularly have only 1 driver or no drivers, proof their system is fundamentally broken. They are screwing everyone out of their hours, stealing all the tips, pay less for busy times, and putting their driver’s lives in danger along the way.

1. Stealing all of our in-app electronic tips, so that the customers pay our hourly wage instead of the company. That’s not a tip, that’s a payday advance. And it’s a scam, tricking drivers into working busy times and extra hours for “more tips” when in reality all that money is subtracted from our hourly wages. The only true tips we get are in cash, and people very rarely tip cash. That’s the first attack on the drivers.

2. No loyalty. They give away at most 15 hours a week, and spread the hours so thin that they screw everyone over. It’s insane to try and “be fair” to the point that your depriving everyone from any benefit from working for you. That’s a stupid policy in a free market. You can’t please everyone, but you can offer enough hours for someone to pay their bills instead of being petty and giving away 1 hour to each driver. That’s just ridiculous. Nobody is able to consistently work full time. The second attack on the drivers is zero loyalty.

3. They pay less during the busy times. That’s because we make the exact same amount of money if we don’t do any trips at all— and since they streal all the tips, the more we drive, the more expenses like gas and wear and tear on our vehicles add up. The more we drive, the more we have to pay out of our pockets for more gas and oil changes and tires, so the more we drive, the less we make. The app literally encourages your drivers to abandon you during busy times, because you steal all the tips and we actually make less money. That’s exactly backwards. That’s gotta be the worst possible scenario for any company— that the more they work for you the less they’ll make. And they wonder why they have no drivers during peak times, when they’re literally incentivizing their drivers to skip working any busy days. How stupid is that? So the third way they attack the drivers is paying less when it is busy.

4. Putting their drivers lives in jeopardy. They offer hours to drivers while they’re driving, and force them to choose between an income and their own personal safety.

5. The dramatic difference between the two Santa Clarita stores. In Santa Clarita they have two different stores— one store has great phone and internet signal, the other store has hardly any. When hours are offered via notification on the phone, who do you think gets those hours? The people at the Golden Valley store are screwed out of their hours every time, because everyone else has better reception. So if you work at the Golden Valley store, you might miss out on 30 hours offered that week. Also, the Golden Valley store runs us up and down the 14 and 5 freeway into bad areas in neighboring towns. The difference between Golden Valley and the Old Road BevMos are like night and day. Golden Valley has no reception, twice the driving, twice the vehicle wear and tear, twice the danger, a fraction of the reception, and they rarely answer their back door quickly. I’ve stood outside waiting for the door to be opened for 10-15 minutes before— that has never happened to me at the Old Road store. The Old Road store has all the positives that the Golden Valley store doesn’t. You’d think you’d make more money working twice as hard and getting more tips from all the extra trips and headache at the Golden Valley store but you don’t. You actually lose hours and are in a more deadly situation (no signal, and driving more often when hours are offered) and you lose money and lose patience working that store. And no, the very small little bonuses don’t help at all for multiple trips. You lose more money trying to reach those bonus tiers than is worth it in the long run. The only way to make any money, to at least make minimum wage, is working lots of scheduled hours and getting very few trips. Every trip you work actually decreases your overall income after expenses. That’s pathetic. It’s supposed to be that the more you work, the more you make. This app is exactly backwards and attacks the drivers income, safety and well-being.

I’ve been using Gopuff for about a year now and there’s been a few bumps, but it was an otherwise reliable service. I have deleted my account today after having a driver steal my order and then I was disrespected by customer service who insinuated that I was being untruthful. For an almost $30 order, I was only offered LESS THAN HALF of that as a “courtesy” and told Gopuff reserves the right to refuse deliver 24 hours after the order has been placed…which makes no sense bc it’s been less than two hours since this all went down. I explained the situation and how the driver’s “proof” doesn’t make any sense. If the order was delivered to my door, why didn’t they take a photo of the ENTIRE order? Why did they take a closeup photo of ONE item? I tried explaining this to customer service and was told over and over that they “understood” why I was upset, but were siding with the driver. Never using this service again. If you want to be scammed and disrespected, this is the app for you. I hope this app crashes and burns. Extremely unprofessional.

This has to be the most understaffed job in all of America. The wait times make no sense at all. I go into the app and it says 27-45 delivery time. Considering the track record that I’ve had with Gopuff this is pretty good. I’m also not in dire need of these items so waiting a little, yea I don’t mind.

I do mind though being told my order is being delayed 60+ mins not even 10 mins after my order is placed. This isn’t the first time I’ve had this experience with Gopuff but it will surely be my last. I’ve ordered ice cream from here and (that’s almost 7 freaking dollars) buy the time it gets to me its melted. If I wanted strawberry milk I would have ordered it. The wait times are just disrespectful, especially when the app is so heavily advertised as being “convenient” and “quick”. You think waiting a hour and half for a pint of ice cream and a 20 oz soda is quick and convenient Gopuff. Save yourself the headache and look somewhere else.

The wait times paired with the pricing of items mixed with the terrible customer service is just not worth it.

I have mixed reviews. There have been times when my order came quickly and the drivers have been so nice, but I’ve had times it’s been the opposite.
One experience I had was I had ice cream in my order and as I tracked the driver they drove PAST my apartment twice to deliver to other people. This wouldn’t bother me if they had properly stored my frozen goods but they didn’t and they arrived melted. (They did give me a refund)
I don’t know if deliveries are dropped off in the order they’re made but I would think they would also take into consideration the inefficiency of passing customers and compromising items.
Other times I put a notification in the notes of how to find my apartment and still most drivers either don’t see it or don’t pay attention. I have had orders dropped off at my neighbors door.
I also often times find them out of stock of items, if they are a popular item one would assume they would prepare and properly stock up.
I don’t know how gopuff does things but I definitely feel there is room for improvement.
I still use it and still will but I’m still disappointed

I used Gopuff several times early in 2022 and it was pretty good initially. While a bit expensive (especially as I try to tip well in addition to the fees) they were effective at delivering things quickly, and really came in handy when I was sick one time.

That being said their quality has gone downhill sharply the last two times I attempted to order things from them. I say attempted, because they never even packed my order.

The first time I ordered some snacks for a game night with some friends. About half an hour after they were meant to be delivered I contacted support who informed me “oops, the warehouse actually closed 3 minutes ago”.

Two months later I decided to give them another chance. I make an order and 15 minutes after it was meant to be delivered I reached out to support as it hadn’t been packed yet. Apparently half of the items in the order were out of stock but they neglected to ever reach out to me about this or update their store page (as I’m writing this they all show as in stock)

I generally don’t write reviews for apps, but I’ve been incredibly disappointed in GoPuff given how useful they used to be.

I’ve ordered from them many many times. All of a sudden when I try to order juul pods they don’t show up anymore. Tried calling support and one person told me they’re still available and to refresh my app whatever that means and another rep told me they’re out of stock in my warehouse but won’t tell me if and when they’ll be restocked. Plus if they were just out of stock they would still show up and say out of stock but they’re not even showing up.

Also had an issue with my puff points. I accidentally selected a reward I don’t want and I’m unable to deselect it myself so I lost thousands of points at the push of a button. I’ve talked to 4-5 different reps who all day they’re going to return those puff points in 25-48 hours, 7-10 days, but it’s been well over that and they haven’t shown up. I can’t select another reward because that one is already selected and can’t be in selected. The customer service agents are no help? Barely speak English and don’t seem to know what they’re talking about. Get your act together and you could be a great app.

You’re missing out on a lot of money for orders I want to place but the items are not showing up.

The practicality and convenience of the app is great. Especially last minute items like flour, water, toilet paper, etc. The amount of items the company has is impressive and it’s even great for last minute snacks. That is where the good ends, the prices are absolutely outrageous for starters. I’ve used go puff for around 4 years now and the drivers have gotten progressively worse, my last 3 orders were dropped somewhere random with pictures not showing the location and when I contact the drivers they typically ignore me. My last order was placed at the wrong apartment, and when I called the driver he just cussed at me and told me good luck. The other massive issue is the “rewards” system: you basically get points for every purchase, but the kicker is that these points end up hurting you more than helping you. For example, you spend 10K points for a measly $5 off, but when you use the $5 off an order it takes you below the order minimum and they tack on an extra $5 which cancels out the discount.
It works like that for every “reward” they give you a dollar amount or percent off then turn around and charge you the difference anyway. It’s pathetic.

I signed up for Gopuff on the advice of friends, placed my first order for a half gallon of milk, and threw in a bunch of bananas and some oranges, leaving a generous tip. The app was easy to navigate, and the delivery appeared within the 20 minute promised window. Great!

Then I opened the bag, only to find…no milk! I went back to the app to check on the order, to find that it was only for the bananas and oranges!? Beginning to question my sanity (or at least memory), but noting that the original tip (based on the larger order) was charged even though the milk had vanished, I called support. It was answered quickly and professionally, and I asked the agent to check the order. To my surprise, his response was:

“Yes, I see that you originally ordered milk, but it was out of stock so our policy is to just drop it from the order without informing you and deliver the rest of the items. Would you like us to refund the tip?“

Say what?! On what planet is this any way to treat your customers?

But now that I understand the policy, I have deleted the app, ordered the milk from one of their competitors, and left this account here of my experience. Moving on…

I have been using Go puff for several months.
At first they were great. It was a quality service at decent prices. Friendly delivery, fast and without hassle. I even joined the FAM membership.
Then the quality of the deliveries started to deteriorate. Delivery times got longer (which I can understand…but then the temperament of the drivers changed. One driver came to my door and threw 2 12 packs of soda onto my doorstep then argued with me when I opened the door as it was happening. She was upset that I didn’t come out to her car to retrieve it from her.

After that was dealt with, with Gopuff support, I decided to give them another try. And this time the driver was just dismissive. I said Hi! And she ignored me and gave an annoyed look as she rolled her eyes and avoided eye contact. She just thrusted the bags my way. I said thank you. And she just turned and walked away. No acknowledgment and no response what so ever.

I am just done with GOPUFF and their service. I really want to love it as it is extremely convenient. But it’s just becoming an unpleasant experience. I canceled my Fam membership and am deleting the app after this review is posted.

I ordered some snacks at 7pm. Was given an estimated delivery time of 7:28-7:48pm. 8pm rolls around and my order status still reads as being packed.
I call customer service and spoke to a really nice person who credited me $8 for the inconvenience. They tell me that everything is packed and that they are just waiting on a driver and they would update my order status.
I say I can wait a little while longer.
Another hour rolls by and my order status still has not been updated. Okay fine. I just ordered some ice cream and a couple other snacks. It’s not urgent I guess.
I get tired and fall asleep because I’m a grandpa whose bedtime is at 10pm.
I wake up at 5:30am to a text delivered to me at 12:25am saying my order has been delivered. What?
So yeah. My box of cookies are damp and my ice cream is a bag of mush. But at least I got my order? 5 hours after the promised time? Like I was willing to wait but not that long.
If you’re struggling to find drivers or if you know drivers are gonna be scarce in my area, just tell me. I’m not even asking for a refund because I was already given a credit and I did technically get my stuff, but it’s not even worth it anymore.

I used to love GoPuff. My order would arrive in 15-25 min flat. But today I submitted an order for a few snacks at 3:30 with a delivery time of 3:56-4:18. These were snacks I could’ve bought 2 minutes away at the 7-11, but I was stuck in a meeting so I opted for delivery instead. The progress bar moved veeery slowly. Order didn’t even start getting packed until almost 4. Around 4:15, I thought about cancelling because I was losing the craving I had had for a specific snack, when I saw my order move to the delivery phase. But then I watched the driver move farther and farther away from my house. They must have been completing multiple deliveries, but there is nothing more disheartening than wanting something badly, waiting longer than you planned to for it, and then finally seeing it’s on its way to you only to watch it go in the total opposite direction. It’s now 5:26 and I saw the driver get somewhat close to me, then continue on in the opposite direction AGAIN. Moreover, my meeting ended at 4:30 so I could’ve just gone to 7-11 an hour ago, but the app will not let you cancel your order after the driver leaves. I will not be ordering from GoPuff again. It looks like 7-11 has a similar delivery service now anyway.

I’ve used Gopuff for some time now and even had the fam membership with them. The service is great, aside from one major issue.

I ordered a case of water (24 pack) for myself, and I am the only one drinking them. Obviously I’m not downing a 24 pack of water in a day, let alone 2 hours, (you will see why that’s important in a second) and now two days later I have gotten to the middle of the case where there is an extremely metallic taste in several of them.

Of course, I contacted Gopuff support to see if I could get reimbursed because not only can I no longer drink it and have to throw away the rest, but that is an extreme health hazard. The issue comes with their “2 hour policy” for reimbursement. There is absolutely no way to verify the integrity of a product like a case of water in two hours by yourself. Not just that, but I can’t be sure that the bottles I did drink weren’t contaminated as well and I just couldn’t my taste it. I have no intention of making a big stink of all this, I simply just want to be reimbursed for a faulty product, but if I start having health complications then I will be forced to.

This is quite unfortunate, and I can’t say that I trust Gopuff’s service anymore. I have since cancelled my membership and will not be using the app anymore.

Ok so there’s been lots of glitches with this app! Like seriously! So when I first downloaded the app I placed my first order and everything was great. Then when I tried to place the second order it kept on showing there was an payment error. I contacted customer support apparently they can’t do anything about it. So I just wasted my Fam free trial and the other 2 $10 coupons. And customer support did not give me any compensation. There are also glitches on deals, such as a deal that’s $10 for 2 items but when you checkout it still shows the original price there is no discount. And the customer support still can’t do anything but tell me to wait. Lastly there’s couple of times when I placed my order and after I place my order it tells me a certain item is out. Like there’s no notification or message? I don’t even know how an item can be unavailable after I placed my order? And I didn’t realize until I got the order because there wasn’t any notification! Lastly this Fam subscription is really getting pricey it’s raised a lot. It’s $3.95 which is basically $4 for a delivery now if you don’t buy Fam. And Fam has increased to 7.99/month which is $8. The only reason I’m giving 2 star not a 1 start is because I like the rewards points function. You get free points everyday spinning the wheel and you can redeem items. And nothing went wrong with delivering.

I was so excited to try this app for the first time. I don’t have a car and was hosting a housewarming for a few friends. I ordered several cases of cold beer as my friends were already starting to arrive. The delivery fee, other random fee, taxes, and tip made up 35% of my total. It was way too expensive but I was willing to pay it to enjoy cold beer in my new place. Delivery was fast and when I got the cases of beer, NONE of the cases were refrigerated. Every single item was non-refrigerated. We couldn’t even drink the beer because duh they had to be refrigerated for a long time. When I contacted customer support to let them know, the first thing they said was “one of my colleagues already told you we can’t refund” which was confusing since it was my FIRST time ever reaching out to Gopuff customer support. He realized this right away and then said they no longer offer refunds and that I “should have reported this order within 2 hours” because they have a new policy. Nowhere in my order confirmation emails or other Gopuff marketing emails does it say anything about this “new” policy. Also I’m a brand new customer, I’m clueless to your old AND new policy since this wasn’t stated in my order confirmation. The rep was unhelpful and came off super rude in the chat. This app is not it, I wouldn’t recommend anyone use it for ANYTHING. It’s too expensive and if you have an issue, customer support might tell you there’s nothing they can do!

I used to be continually amazed by the speed and quality of service- even paid for Fam for a couple of months. Now, not so much.

Things have gone downhill so much with this app. For example, right now it's 9:30 on a Sunday morning and my location is "closed"... has been for over 12 hours. What's the point?

I've also had to wait more than 3 hours for delivery on multiple occasions. Who puts up with that? Honestly, you kind of have to because if you've used any sort of promo or points on an order and then cancel- you don't get it back. Yes, the app will think you've already used it and you don't get any of them back.

Call or contact customer service you say? Great idea! Except no, it's not. After waiting for at least a half hour every time you finally get someone and when you explain your situation and they look into it the attitude is just kind of like "Whelp, sorry for the wait but we don't have any drivers right now."

How are you supposed to run a (30 min. or less) delivery service with no drivers? How can you have a delivery estimate of 15-25 minutes on the app and then take people's money with nobody to deliver? And they have the nerve to default the driver's tip at over 35% which is also about the same amount they mark up most of the products. I get it- cost of convenience or whatever but seriously why stick with an app or service that literally does not deliver?

In summation: do not order anything frozen. Seriously just don't.

I use to be a huge GoPuff advocate. That was when their delivery times were accurate. But for the last 3+ months and over 10 orders, it’s continually taken longer and longer and LONGER. I live less than one mile from the warehouse. They took an hour and 42 minutes to deliver just TWO bottles of wine. I also pay for the Fam membership which is a complete waste. They’re the ONLY delivery service app that doesn’t give accurate delivery times or a way to track or contact your delivery driver. I chatted with customer service- their excuse was they don’t have enough drivers and a high volume. Well, for one- your lack of drivers sounds like a business problem. Your business problems shouldn’t be the customers problems. He could only tell me that the driver had my order but couldn’t tell me an ETA. They aren’t recreating the wheel here; they’re just doing app delivery all wrong. I could have walked to the convenience store 10x in the hour and 42 mins it took them to get two bottles of wine from the warehouse, pass it to a driver and drive less than one mile. I’ve cancelled my membership and deleted my account. They’re also noncompliant with data. I wasn’t given any option in the app for them to delete all my data. Terrible company. You’re better off either walking or driving to the store. Or using any other delivery app. BTW- of the hundred of apps I have on my phone, this is the first time I’ve ever felt the need to leave a review. That’s how terrible this company is.

The last several times I’ve ordered I noticed that the delivery estimate was extended several times while in progress. They show an estimate on the home screen at the top, but that has no connection to the real estimated time. Gopuff has been doing this long enough, they know what the true estimated time is, but they don’t display that - they display something that appears reasonable as a hook, you fill up your cart, order, then watch as the screen stays stuck on Packing for 40 minutes.

I started thinking this is a bait-and-switch - and the proof showed up today. They added a warning to my Order screen after 40 minutes of packing a 4-item order: “our delivery times are running longer than 60 minutes” - and so I figured, “let’s see what they show on the Home screen” - navigated back to the Home screen, and voila! it still shows “Delivery in 27-44 minutes”. That’s the proof right there, and I’d be happy to share the screenshots with the team if they respond to this.

Gopuff, you used to be great. When you closed the store in my area you were still good. But in the last 6 months or so, you’ve really gone downhill. I understand times are tough in the 15-minute grocery business these days - but hooking your customers in with a false delivery time - that you *knowis false, as my screenshots show, I mean, that’s really bad - and it means eventually you won’t have customers anymore. Like me, because when this order in progress finally arrives, I’ll delete my account. There are other more reliable apps where delivery estimates correspond to reality.

I have never experienced worse customer service in my life. This app is a scam and I can’t believe BevMo partnered with them! It’s is run by crooks, and has no interest in providing quality service or compensation for their mistakes. I’ve already deleted it and you should too.

A delivery I placed was over TWO HOURS late. in an attempt to receive a refund or SOME sort of credit to my account, I reached out to their customer service via the chat option in the app and the direct phone number. I spoke to three people, not one of them spoke English, and not one would help.

I was told several times “I cannot process refund. Don’t hold against me” so clearly they are instructed to read off of a script, and refuse any compensation regardless of the issue.

The second the order (eventually) arrived I sent an e-mail with a request to their customer service address. After not hearing back, I followed up on the app the next day and was told they have a “two hour policy” and would not process a refund for me. There was no such policy, but even if there was, I fell into that window as my first request was made the second I received the order. The person wouldn’t hear it, and kept refusing to help.

Basically, In an attempt to pinch Pennies, GoPuff has shot themselves in the foot. I’m willing to bet they won’t last much longer as UberEats, Postmates, and DoorDash have proven themselves superior. (One time an order was 15 minutes late and Uber Eats refunded it before it even arrived, and gave me $5 in uber cash.)

I’ve given up on hoping they will take responsibility. I will not be using this app again and have already told everyone I know not to.

I ordered some groceries that needed to be refrigerated about a month ago. The delivery was delayed from the beginning. I ordered it at 5pm, and it stated that it would be delayed for 2 hours. I went out before the delivery arrived and returned home around 1:30am, after realizing that the Gopuff driver marked my order as “delivered”, but my groceries were not there, I contacted customer service to inform them of this issue. They informed me that they confirmed that the driver had not sent the delivery and they would schedule the earliest delivery for the following day at 7am, and I agreed to this. As a result of the call, I kept receiving text messages from a stranger number stating they were downstairs with my delivery, and suddenly my Gopuff app showed my groceries had been delivered at 2:30am. The following morning, I contacted Gopuff and informed them of the incident. My building locks its doors after midnight, so my groceries were left on the street without refrigeration and I do not know if rats are climbing over the foods. The customer service department of Gopuff sent me another grocery the same day, this time it arrived on time and I also received a refund for my order. It was three weeks after that incident Gopuff had deactivated my account without informing me. I contacted them and they instructed me to contact the integrity team via email. I reached out through email and this is the response I got with out any explanation of why my account was deactivated: We have received your request to reactivate your account. After careful review and consideration, we stand by our decision and will not be reinstating your account. We wish you the best of luck. The customer service at Gopuff is the worst I have ever experienced.