ComplaintsforGoPuff

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought six packs and one of the beers was missing

  Business response

  08/17/2023

  Hey *****,
  
  Thank you for reaching out.
  
  We're so sorry to hear you were missing one of the ***** ******* ***** ***** 6 packs from your order. We've gone ahead and processed a refund for $13.49 back to your original payment method. You should see the funds returned to you within the next 35 business days.

  If there is anything else we can help with or if you have any questions, please let us know. We hope that you have a lovely day!

  Thank you,
  Gopuff Support

  Customer response

  08/17/2023

  [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

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged monthly by Gopuff for a subscription I did not intend to procure. After reading the TOS  I understood how I ended up subscribing. I then read about how to cancel the subscription. I went through all the steps outlined by the business to cancel my subscription (which the business claimed would end all future charges). After confirming the cancellation was successful in July of 2023 I have been charged yet again on 8/14/23. At this point I would like a refund and for my subscription to officially be cancelled and for my billing information to be removed from Gopuffs data base. Gopuff is using shady business practices and it should not be allowed any longer.

  Business response

  08/15/2023

  Hey *******,
  

  Thank you for reaching out.
  
  We're so sorry to hear you've been charged for a subscription again, even though you cancelled it in July. This is not at all the experience we strive to provide, and we would be happy to assist you. Can you please provide us with the phone number connected to your account so we can look into this further?
  
  Thank you,
  Gopuff Support

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/11/2023 in the afternoon I had placed an order with this service for an energy drink and a bag of chocolates. It looks they ran out of the energy drinks and did not offer a replacement and just went ahead and sent the order which came up to be $5.49 for the subtotal $3.95 Delivery fee an outrageous $4.95 small order fee 0.84 tax and 2.49 tip making it a total of $17.72 But my card was charged $18.55. I reached out to customer service to chat, explaining the issue to a first representative by the name of ********************** understood and offered a $5 dollar credit and when I refused she offered an extra $5 I refused explaining that I wanted to return the items and cancel the whole order. She transferred me to another representative who offered $5 dollars and refused to cancel my order. I made clear it is unfair to pay 18.55 to get a back of chocolates delivered and asked how I could escalate my complaint. She offered a manager callback. However the agent refused to provide the Manager s name who would be calling me back and also refused to provide the name of the supervisor who would assist. I believe this is a total ripoff and disrespectful to all customers who use this type of service I am 100% sure other companies like ****** or **** even ********* have better policies. Lastly, the last representative ******** ended the conversation abruptly without allowing further discussion to be made. I would like this to view reviewed because I am under the impression they might be violating policies and regulations by the way they are running their business.

  Business response

  08/14/2023

  Hey *****,
  
  Thank you for reaching out.
  
  We sincerely apologize for the experience you've had with us recently. This is not at all the customer service we strive to provide, and we completely understand your frustration with not being made aware of the changes made to your order. We've gone ahead and submitted a full refund for your order, and you should see the funds returned to you within the next 3-5 business days.
  
  We truly feel terrible that you had to experience this, and as an apology, we've gone ahead and applied a $20 credit to your account. Just a heads up: the credit does not apply to alcohol or smoke shop items. It also expires in 30 days, and you will need a subtotal of $32.95 or more for the credit to appear at checkout. We truly hope you can give us a second chance, and we look forward to delivering to you soon. We hope you have a lovely day!
  
  Thank you,
  Gopuff Support

  Customer response

  08/14/2023

  [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

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/2/2023 this company GOBRANDS INC charged my card which comes under the name of GoPuff under BBB, charged my credit card $7.99 not only without my permission but my account that l once had with Gopuff has well since been closed well over a year ago. Card ending **** ***** My card was also LOCKED for unauthorized activity so how and why did you do this? I am also filing a complaint with the FTC.

  Business response

  08/07/2023

  Hey *******,
  
  Thank you for reaching out .
  
  It looks like you still had an active subscription tied to your account, which is why you were being charged. We've gone ahead and cancelled the subscription as well as processed a refund for the unused months. You should see a refund of nine transactions of $7.99 return to you in 3-5 business days. If there is anything else we can help with today, please let us know. We hope you have a lovely day!
  
  Thank you,
  Gopuff Support

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have 5 charges from this company charged to my bank account without my knowledge or my approval. I would have never given permission for anyone to use my card nor any on line transactions, let alone a delivery service to this company! These are all fraudulent charges and I will be filing a report with the police. This company needs to be brought to justice.

  Business response

  07/25/2023

  Hey ******,
  
  Thank you for reaching out.
  
  We're incredibly sorry you received unauthorized transactions from us and understand your frustration. We would like to investigate this further right away. Could you please fill out this form ******************************************************************************? Our team will get back to you as soon as possible with further details.
  
  Thank you,
  Gopuff Support

  Customer response

  07/25/2023

  [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: ********
  
  I am rejecting this response because:
  There is no phone number listed for this company. This is not the 1st incident of this company dealing with people making fraudulent charges with other people's cards. I want to speak to a live person and not go through chat messages. This is an absurd way to handle a problem. 
  
  Regards,
  
  ******************************
  

  Business response

  07/26/2023

  Hey ******,
  
  We apologize for any inconvenience. Our customer support is only provided via email or chat support, which is why there is no phone number listed. We do see that you filled out the form regarding the unauthorized charges, but the team was unable to find any orders or accounts with the information provided. In this case, they have requested that you contact your bank regarding the charges and dispute them. We appreciate your understanding and patience. Let us know if you have any questions.
  
  Thank you,
  Gopuff Support
  

  Customer response

  07/26/2023

  [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: ********
  
  I am rejecting this response because:
  

  I already contacted my bank and they are the ones who informed me of the state where the charges were made. Clearly there is an account linked to my card with your company because there was several charges made to my card. Your company just does not want to take care of this matter and pass the buck off to someone else. Your company needs to be held responsible allowing these fraudulent charges. Law enforcement will be contacting your message board. 

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 16th, 17th my debit card was fraudulently used at this GoPuff place. I have never heard of GoPuff and did not authorize any of these transactions that total over $500! I filed a case with *** **** but the denied my claim. This GoPuff place are crooks and so is *********

  Business response

  07/24/2023

  Hey ******,
  
  Thank you for reaching out.
  
  We're incredibly sorry you received unauthorized transactions from us and understand your frustration. We would like to investigate this further right away. Could you please fill out this form ******************************************************************************? Our team will get back to you as soon as possible with further details.

  Thank you,
  Gopuff Support

• Initial Complaint

  07/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The delivery driver was at the wrong address, he called and was rude, would not even listen to simple directions. The same address that I have had 6 or more other orders from competent drivers delivered without any complications. This driver just canceled order causing my money to be held for 3-5 business days and he still took the tip without completing his job. This is unacceptable and a very poor job of this business to provide services promised.

  Business response

  07/18/2023

  Hey *******,
  
  Thank you for reaching out.
  
  We understand how frustrating this experience must have been, and we sincerely apologize. This is not the level of service we strive to provide, and we want to make it right. Could you please let us know if the communication with the driver was over text or phone? We will go ahead and submit a driver report regarding the driver's behavior. If you have any screenshots of the conversation, please send them to us at [email protected].
  
  
  
  As an apology, we've gone ahead and applied a $15 credit to your account to use on your next order. Just a heads up: the credit will require a minimum of $27.95 in your subtotal, and it expires in 30 days. It also cannot be used on alcohol or smoke-shop items.
  
  Once again, we sincerely apologize for the poor experience you've had and will work with our team to make improvements. We hope you can give us a second chance to amaze you the next time you order. If there is anything else we can do to help, please let us know. We hope you have a lovely day!
  
  Thank you,
  Gopuff Support

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed my first order in June 2023. I discovered two of the items were stale after opening them later and completely inedible. I contacted customer support who told me I should have notified them of an issue with an item within 2 hours of receiving my order. These were sealed snacks. I asked how I should accomplish that with sealed food. Like do they expect me to open every sealed bag of food they send to check it's good? Why would anyone do that? It'd be incredibly wasteful to open shelf stable food that must be eaten within a certain amount of time after opening. She refused to respond to my questions and said she'd "make an exception" and I could have either $5 credited to my card or a $5 credit applied to my account. I said an account credit was fine. Flash forward to July 2023 I go to place an order but don't see a credit. I contact customer service and they say my order has to be over a certain amount or the credit won't apply. The first agent never said that. She presented the $5 refund versus credit as equivalent. I said in that case I want a refund instead. The second agent said they can only refund specific items not set dollar amounts. According to the first agent that isn't true and also as someone who has processed refunds before the only refund limit I ever knew of was the total amount that was charged to the card originally. After wasting nearly an hour of my time and trying to transfer me multiple times after I called him out for lying to me, shockingly no supervisors were available. No refund, no compensation for my time, no apology for being completely unable to resolve my issue. No number to call. Only a chat function with customer service reps who deceive, lie and cannot resolve issues. At this point I feel like my whole order should be refunded.

  Business response

  07/18/2023

  Hey ******,
  
  Thank you for reaching out.
  
  We understand how frustrating this experience must have been, and we sincerely apologize. This is not the level of service we strive to provide, and we want to make it right.
  
  As an apology, we've gone ahead and processed a full refund for your order. You should see the funds return to you in 3-5 business days. We also went ahead and applied a $10 credit to your account to use on your next order. Just a heads up: the credit will require a minimum of $22.95 in your subtotal, and it expires in 30 days. It also cannot be used on alcohol or smoke-shop items.
  
  Once again, we sincerely apologize for the poor experience you've had and will work with our team to make improvements. We hope you can give us a second chance to amaze you the next time you order. If there is anything else we can do to help, please let us know. We hope you have a lovely day!
  
  Thank you,
  Gopuff Support

  Customer response

  07/18/2023

  [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

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec.13th, 2022, I placed my very first order with Gopuff and then a second order on Dec. 14th placed a second order. I then noticed that my pay pal had 3 charges of 7.99 in addition to the charges for the two orders placed on those days. I wrote gopuff thru the app and requested they refund those charges as I was wrongly enrolled in their fam subscription which is 7.99 monthly. I explained to them that I was billed 3x for a subscriotion I never agreed to and gopuff then on DEC. 15TH ISSUED AREFUND FOR ONLY ONE OF THE 3 charges. I wrote backthru heir chat help and kept getting booted off. I had forgotten about it and just noticed ib my ****** accoubt that I have been charged $7.99 twice each month on the same day each month and at the same time and it just so happens,to be on the same day, the,13th of each month, that I was first billed 2x in error for the fam subscriotion I never signed on for. I wrote ****** and was told I needed to contact gobrands, tgeir parent conpany which has no public contact listed so I again went thru the very limited app support. I explaind tge situation and was directed to fill out a form which required I list each charge separated by a comna. When I finalky got to the last of the seventeen 7.99's, I was booted again. I went bac to chat help and was tokd I am not a fam member and tgey only hace record of charging me for it once on Dec. 13th whixh they refundd on the 15th. I explained to them that icontinue to be billed everymonth totalling $127.84 of which I want a full refund. I was asked to aend tgem screenshots from ****** account. I xplained that ******* site will not allow screenshots or cipying via tgeir site. Also, I tols thm to look up my phone and gave all in use email addresses. Theysaid they had no record of payments from me of any kind and tokd me to take ir up with paypal. Paypaal directs complaints back to the payee. I pointed oyt thet it is allxinbected to the 2 charges of 7.99 they billed for and continue to bill me for. They said there was nothing morw thwy can so and blew me off by ending the chat.

  Business response

  07/16/2023

  Hey ****,
  
  Thank you for reaching out.

  We're sorry to hear you've received continuous charges from our subscription service. Can you please provide us with the phone number and email associated with your account so we can look into this further?

  Thank you,
  Gopuff Support

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I tried to place an order with this company and several problems occurred while I tried to used my $20.00 redeem awards (as advertised under my account). First, 90,000 points were needed when 85,000 points were required few days earlier to access to a $20.00 credit. A courteous and informative message regarding this increase would have be appreciated.I haven't received any email/text or phone number from GoPuff informing me about the 5K increase. Second, I tried to use the $20.00 off my order on 07/07/2023 and it did not work. Third, I chatted with a customer representative regarding this issue and he could help me any further and asked me to enter an IT ticket which was done but has not been answered yet. See attachment of my tentative order as well as the $20.00 coupon. Moving forward I would like to receive a $100 store credit applied onto my account as reparations. This company is clearly misleading its clients by providing false advertisement accompanied with deceiving business practices. Thank you again for looking into this matter. Best regards, WT

  Business response

  07/12/2023

  Hey ********,
  
  Thank you for reaching out.
  
  We apologize for the inconvenience caused by the increase in points required to redeem the reward. We are also sorry your promotion did not apply to your order and would like to look into this further. Could you please provide us with the order number so we can further assist you?
  
  Thank you,
  Gopuff Support

  Customer response

  07/12/2023

  [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: ********
  
  I am rejecting this response because:

  To whom it may concern,

  As per my original. email, I attempted to process the order but I could not do so due to false and deceiving advertisement from your company ($20.00 could not be applied to the order at time of check out + increase of point requirement from 85K to 90k).

  Therefore, I did not have any sales order to provide you since I had to utilize an other  and actual honest and reliable competitor to fulfill my needs (this information is also mentioned in my original email).
  
  Regards,
  
  ***********************************

  Business response

  07/13/2023

  Hey ******************
  Thank you for the clarification.
  
  We understand your frustration with the points for the rewards being raised without notice and can empathize that this must have been inconvenient. However, as stated in our TOS, we reserve the right to cancel, change, suspend, or modify any aspect of your Program account, the Program, Puff Points, and/or any Reward at any time, including the availability of any Reward, without notice. You can find more information here: *************************************************************.

  The $20 reward does require a minimum subtotal of $32.95 or more. Once you reach that subtotal, you should see it reflect at checkout. Unfortunately, we won't be able to provide you with $100 in credits at this time. We do understand your frustration with the increase and would be happy to apply a $10 credit to your account. Just a heads up: the credit would not apply to alcohol or smoke shop items and would require a minimum subtotal of $22.95 or more. It also cannot be combined with any other promotions, discounts, or coupons. Please let us know if you'd like for us to apply the credit!

  Thank you,
  Gopuff Support

  Customer response

  07/13/2023

  [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: ********
  
  I am rejecting this response because:

  The amount offered is not covering the amount increase required to reach the $20.00 credit (from 85K to 90K). Your company failed to inform your  customer about the change. As well as the time spent and wasted with your customer service/ / IT Department and other form of communication to resolve this matter (which could have been addressed in a professional matter from the beginning).

  Moving forward, I would require a minimum of $50.00 credit on my account. A reasonable amount that is commensurate to the tort caused by your company.

  Let me know if the terms are acceptable or I will take further steps regarding this matter! 

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

  Business response

  07/16/2023

  Hey ********,
  
  Thank you for your response.

  Unfortunately, we would be unable to provide a $50 credit to your account regarding this issue. We understand your frustration and can go ahead and increase the credit to $20. The credit would not apply to alcohol or smoke shop items and would require a minimum subtotal of $32.95 or more. It also cannot be combined with any other promotions, discounts, or coupons and expires in 30 days.

  Please let us know if you'd like for us to apply the credit! We would not be able to provide any further compensation. We appreciate your patience and understanding, and we hope you have a lovely day!

  Thank you,
  Gopuff Support

  Customer response

  07/16/2023

  [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: ********
  
  I am rejecting the response because:

  The $20.00 is the original amount that was granted by your company at time of purchase (with no minimum requirements). 

  Now, this $20.00 amount was removed from my account without any notifications. This latest decision is another deceitful response my complaint. Please rectify accordingly.

  Sincerely,

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

  Business response

  07/18/2023

  Hey ********,

  Unfortunately, we are unable to provide any further compensation than the $20 credit offered (with the minimum restrictions).

  If you decide to change your mind and would like to have the $20 credit applied, please let us know. We hope you have a lovely day!
  
  Thank you,
  Gopuff Support

  Customer response

  07/19/2023

  [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: ********
  
  I am rejecting this response because:
  
  Unfortunately, I cannot accept your resolution, since this option was ALREADY available under my account without any restrictions and minimum required. Then removed from your app/account without any explanations. GoPuff is infringing many Consumer Protection Laws and you are refusing to handle this matter in a professional matter to resolve this situation.

  Moving further, further actions will be taken.

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

*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. ↩