Gopuff - Grocery Delivery Customer Service

Gopuff - Grocery Delivery Positive Reviews

Love ordering Gopuff + Beneficial ideas (DEVELOPERS PLEASE READ)My favorite thing about Gopuff is that it’s fast, convenient, aesthetic and easy to use/navigate UI. However first idea that will definitely benefit Gopuff is to add a feature that will enable customers to add products to your already placed order even after checkout for a specific amount of time. (eg. 3 min) As a person who has ADHD, I find myself to be pretty forgetful and happen to remember some products I forgot to purchase after having checked out therefore I believe that would help a lot of people out who are like me (not necessarily people with ADHD but more so people who tend to be forgetful which is a large portion of population ) instead of having to place a new order. I hope that this will be possible to add and I definitely believe that even this small feature will make people use Gopuff even more frequently. Also, PLEASE BRING THE POINTS SYSTEM BACK!! 😫 I know that I’m not the first person to ask for that after reading countless reviews therefore it’s of high demand! I had so many points gathered up, next thing I know, that system is unfortunately gone:( I used to use Gopuff as my main delivery app for home goods, toiletries, snacks, etc. with the point system since it gave us discounts and free products that uber, postmates, DoorDash and other delivery services weren’t able to provide so I personally think that Gopuff was superior to any of those delivery services..Senik GevorkyanVersion: 10.27.0

My go to spot for snacks/groceriesOf course just like any app or really anything in this world, nothing is perfect. GoPuff and everything it offers, the overall service? How could you really complain? The minimum cost to order is cheap, they offer so many deals and specials along with the Fam membership that gets you FREE delivery.. the delivery time is like 45-hour at most but usually it takes around 20 mins to get your order! Also my experience with other apps like Grubhub or Doordash, I usually always get something stolen from my order but never with GoPuff! I’ve ordered over 100 times by now literally and never got my order messed up & if i am missing something it’s because they sold out which they communicate that to you very well! They offer electronics, grooming items, pet stuff they pretty much are your local grocery store but they deliver right to your door. They close at 3am in my area and open at 7.. so you have 20 hours everyday to order whatever you want!!! You can’t complain about this app easy 10 out of 10 try it out maybe get a small order? You’ll be hooked though I promise!👌🏾.Prolifik-SnipesVersion: 3.20.5

Fantastic...until recentlyLove this app and have been a long time user, as well as telling everyone I know to download it. Have had a number of delivery driver issues but nothing beyond what you typically run into. Recently, I had an issue with a driver whose tracking location kept changing, marked my order as delivered and nothing was outside my door (no attempt to contact me was made) I contacted GoPuff support and they sent me another order with no issue. I'm pretty patient with this stuff so this was not anything to sweat for me and I was grateful for someone coming out again and delivering my stuff! However, since then gopuff has required me to meet in person and provide a pin to every driver. Right now I have covid and take locking down seriously and it is said my order isn't eligible for contactless delivery. I'm frustrated with this because contactless delivery is a huge plus of the app, I pay for a monthly membership with this app and am not able to access the full benefits that free users can enjoy, and I'm getting a feature taken away because of an issue with the driver, nothing that I could control. Questioning using this app any longer and just switching to UberEats or Doordash that have the same options without these issues..JSenn7Version: 9.36.0

Love the app but..The app is great for quick last minute or late night gets but there is one major flaw and why I CANNOT give it 5 stars. The customer support is lacking severely it comes across that everything that could go wrong even just asking a simple question is meat with just hostile answers back and little to no communication is there it’s just monotone I’m right your wrong answers. Maybe that’s how it’s designed to be but it’s just not as welcoming as other services when you have a simple question or wanna just make a quick complaint. Example my first interaction was over a leaky cup and melted frozen goods under-stably they wanted evidence of a mess I had already taken care of I understand that aspect being my fault but it was just meet with hostility. My most recent interaction was over a payment question and was meet with just usless info and hostility or what I perceived as hostility. Idk I just think if the app was a bit better declaiming info and working on the customer interaction I think the app would equate to a more rounded off experience the issues are minimal and just minor like mislabeling products ect but that’s the beauty of apps it allows for updates..Zan2004Version: 8.21.0

Why only one ⭐️I give this app one ⭐️simply because most of the drivers do not actually deliver the order. They arrive somewhere close to your address then call you and ask you to come meet them. Secondly the instructions are written in delivery profile on how to contact me for me to be able to open the door. People have pulled and snatched on the lobby door like wild ape trying to escape the zoo. They have attitude issues. My order is always delayed. I mean every time I open the app it says delivery in 15 minutes or less. As soon as you place the order it’s an hour to two hours later before they’re anywhere near you. The only good this company has going for them is the customer service department. The main advertisement for GO PUFF is they’re going to deliver it in 15 minutes maybe 30. I’ve worked as a delivery person before. When I did I actually got out of the car and delivered the food or whatever was in the order to the HUMAN BEING. I did not call them when I was outside and have them come outside that defeats the purpose of them PAYING FOR DELIVERY!.MarkAnthoney GildersleeveVersion: 9.16.0

Customer service??I had an account for a while and used it here and there only when I needed groceries and couldn’t go out, the beginning of the month I used the 14 day free trial of Fam, forgot about it and deleted GoPuff because I no longer needed it. When it tried to charge me once the free trial was up, I contacted customer support because for one I no longer needed it, no longer had the app, and I also genuinely didn’t have the money. I contacted customer service to cancel it (couldn’t cancel through the app) and the person told me they couldn’t cancel it because it was “past due” even though it was 30 minutes after the subscription tried to charge me. I told them I no longer used it and they literally ARGUED with me on why I needed to keep it because I used it earlier in the month and got no delivery fee. They also said it was a “good deal” which I agree with, but there is no reason a customer support agent should be arguing with me about whether I should or should not keep a subscription I no longer use OR assuming I have the means to pay for a subscription. I ended the chat and started a new one and the next agent cancelled my subscription with no problem. Train these guys not to be like this..Coasta333Version: 4.17.0

GoPuff is my GoToGoPuff is my GoTo I would say that I've been using Gopuff for about two years now I a moved to Dallas, Texas downtown in a highrise without easy accesz. Sometimes it's just more hassle to get your car out the parking garage to where you're going to get what you need . Will Gopuff is the answer to my dreams. They are there in a heartbeat I swear the only problem I've ever had with delivery is that it's a third-party that delivers it and it's always they don't have a cart or come down and get it. well honey, if I wanted to do that, I would've gone to the grocery store much like you had to spice the fact that it's a high-rise and I'm on the 29th floor, but that's why I have Gopuff also forget to bring a cart if you have more items they can carry I don't have a cart. That's why I called you . I get Late Night snacks ,my oops I forgot to get that at the grocery ,and just anything i need really is available. I love the new fresh groceries and i always find myself Icooking a meal and I forgotten ingredient or something I've been necessity for my recipe. I love Gopuff. They are truly my go to..Jimmy the LeeVersion: 10.20.0

In love....I love, love, love GoPuff!! The inventory on the app stays up to date with what items are available and it provides a wonderful tracking system. I receive my order SUPER FAST!!! Of course every city is different, but I live in Nashville, TN and the longest I have ever waited for my order was 30 minutes. Most of the time I receive my order 15-20 minutes. The driver always finds my house — I don’t get any phone calls asking for directions, or what my house looks like. And the driver comes to my door....unlike many good delivery companies where half the time I have to go meet them at their car. I love the flat (and cheap!) delivery fee. I love the selection of items, and I’ve noticed the variety expanding more and more. It’s great for snacking, needing grocery items, needing medicine when you are sick and can’t leave the house, last minute pet care needs, and ordering drinks and party supplies without any danger of someone driving while intoxicated. I really think GoPuff provides a great service! Only thing I would change, is making it easier to obtain rewards with their point system..MissdwvuVersion: 3.16.3

Good idea needs work on customer serviceI share an an account with my husband which like most services is only under one of our names which with this one was his. I had ordered cigarettes which require ID upon delivery. One delivery driver in particular decided that because my ID for my order didn’t match the account name that he wouldn’t give me the order I already paid for. Mind you we’ve done this countless times before, it’s never been an issue. Because he wouldn’t give me my order (not even the grocery items that didn’t require an ID) My only option was to accept paying for items he refused to give me (which I was not about to do)I had to deal with the horrible customer support for 45 minutes this man sat in my parking lot with my order containing frozen items until finally he came back and gave me my order with the cigarettes. He actually did this to me TWICE. Same guy same order same situation and same 45 minutes of waiting for him to listen to customer service and give me my order. Also he told the people I had an expired ID which was a total lie! It a good service and idea but as far as consistency and customer service they need to work on that..Alpal9780Version: 10.15.11

Literally hands down the best!GoPuff is literally the best delivery service I have ever used. I have not had not ONE bad experience with the company and I have literally ordered GoPuff in three different states! The deliveries are always so fast, packaged so neatly and the drivers always call me to let me know the order is here or has been left per the instructions. They were open during Christmas Eve, Christmas day and even New Year Eve. The driver called me after delivering my order like literally at midnight on the new year. I told her I was so worried about her and to get home safe with it being the holiday. The driver told me “ We had some late orders come in and I was the only driver. If I didn’t deliver them you all wouldn’t have gotten your orders and I didn’t want that to happen .” Like seriously! How considerate is that!!! The drivers are always so kind! I mean so polite and so nice! Like seriously! What is GoPuff paying them!!! In all seriousness I will go out my way to use this service . Please please don’t change a thing..BRBBTHYVersion: 3.30.0

They HIRE ANYBODY !The driver stole my order. I called the customer service line and the lady exact words were “okay you want a refund?” 🙂 no customer services skills what so ever. This was my first bad experience with them(literally always used this app!) and honestly i am never ordering again. The manager or whoever he was Called and said “oh your driver should be outside” after i waited 45 mins for an order to arrive. The driver steals my order (literally just hot chips and apple juice) you really think I am going to open my door to guy who takes hot chips? 🤨 how are we even safe? These people know our addresses. They literally hire anybody from third party company. Would not recommend at alllllllll!!!! Will be posting this on my social media! Because it’s 2021 and it’s a lot of crazy people in the world! We need to be safe! I’ll just stick with driving to the stores. Cancelled my FAM membership and all. ✌🏽got my full refund. It’s not even about the money, i really wanted my snacks 😭 omg..Dasani25Version: 3.25.2

Guysssss 🥹I am literally one of tampas BIGGEST Go Puff supporters 😭 I work from home during the day & the clubs at night and the amount of people I have had in awe at the fact I can get almost anything I need at almost any given time 😂I have kids & nieces/nephews so the amount of birthday parties and setups gopuff has come in handy for us uncountable lol I’m only a lil upset bc a few of my friends I have referred have received merchandise and I haven’t ever gotten merch except ike 2 stickers and some cute rolling papers once 😭🥹🫠 .. And then I wish the liqour selection in Tampa was stocked like my friend out in Kissimmee , I was SHOCKED to see tequilas of all sorts from patron to 1942 & Clase Azul !! Also wish the fresh market would return to my area bc I loved the coffee and frozen drink options and the strawberry/blue rasp & mango juice drinks were addicting ! Overall I love the app , I truly can’t live without it , I always choose them before even thinking about Uber eats or DoorDash ! 💙💨.AyeWhoredannaaaVersion: 10.10.0

Be careful/may lose some business!I had been using goPuff on and off for a good couple of months! I can admit they are pretty darn quick to deliver! But despite their quickness, them switching off the ability to pay with cash is very risky and may actually lose some business! I do happen to own a debit card, but let’s say there’s no money on it, but I happen to have cash, now what? They just lost business right there bc they won’t accept paper money! I know I gave this a 3 star review, as a matter of fact I would’ve gave it a full 5 star bc it’s service is... or was wonderful, but for every sentence I type, I’m removing a star! They claim it’s better and safer for their employees, and in a sense I can sorta see that, but I’m sorry, until they enable the ability to pay with cash again I may not use this service! Great service 👍🏼! Horrible decision making 👎🏼! Hear me out GoPuff! There are a lot of people out there who probably only paid in cash, now you just lot what seems like a small percentage, but is actually a big number of customers! Plz reconsider! Some people only use cash! Or proceed at your own risk..NdyfnsusVersion: 3.9.16

I use this app all the timeI tried out this app just because it seemed convenient and I got the credit from inviting someone, but now I use this app at least twice a week 😅 It’s very useful to me as I struggle with PTSD, so it’s hard for me to leave the house or be around other people at times. If I forgot some ingredients for dinner, instead of having to go back out, they can get it to me in 20 mins no problem. They have a ton of variety in what they offer, I can order a fruit cup and a roll of toilet paper if I want and I think that’s awesome. The curated boxes are really nice too, I got the hot and sour one and I loved it. It’s super quick, the people who deliver for Gopuff are extremely nice and professional, and I love how the app is set up to make it easy to find what you want. I know the main demographic they’re trying to appeal to is stoners, but it’s also really amazing for people who struggle with mental illness. I recommend this app to everyone :).IlmeoliVersion: 3.20.3

I highly recommendI love GoPuff. It’s been one of my favorite ways to order food and late night groceries. They offer good incentives and discounts for promoting their app, and a lot of banks give cash back for using your card with them. I’ve saved over a hundred dollars ordering with GoPuff. And I always try to refer my friends. Also, their newest addition of hot items, like their pizza and tator tots, is a dinner go-to. They are super cheap and delicious, and stay hot until it reaches my door. Their packages for hot and cold items far exceed competitors. And I can always count on a driver being available for delivery- even late at night. Also, customer service representatives are super nice and understanding and they do what they can to fix a wrong order or compensate a missing or late item. I hope they continue to expand their delivery, so I can continue to use it when I visit home and travel to other smaller cities..Mary Ann Y.Version: 7.4.0

Great concept, many issuesI've been using gopuff for a few years now, and many aspects have gone downhill. First off, the ads to join fam are RELENTLESS. I've accidentally signed up and had to contact support twice now- there's a prompt you're forced to click through directly before checking out, and with a single misplaced tap you've been charged for a subscription. The delivery times are often great, but in the past few months I've had several orders take hours to arrive and customer support refuse to do anything about it. Not to mention the "multiple deliveries" addition. I've ordered frozen food that's arrived completely melted or thawed due to these prior multiple stops, and very frequently I'll see the driver on the map drive right by my house to do another delivery first. There's a pretty good selection of items, but for a company called "gopuff" they have an incredibly limited stock of vape juice/supplies/parts. Other items are often out of stock for weeks at a time. The minimum cart fee as well as the various other fees seem to change incredibly frequently. I swear I remember gopuff being 24hr, but relatively often over the past few months I'll go to place and order and they'll be closed- completely randomly. Lastly, the points reward system is a total joke. The amount of money you need to spend before you can redeem anything actually *useful* is just not worth it. Convenient in a pinch, or if you've got time to spare. Sad to see gopuff go downhill :(.Cassidy personVersion: 4.5.0

Fastest delivery guy and gal in town hands down!Gopuff always gets my order to me faster than Uber eats, Door dash, postmates, and more importantly they always get my order correct. I’ve never once had to call asking where my order is, nor have I had to call about missing items. If we held a race between the top 5 companies & include accuracy the Goouff would come in first place every time hands down I would guarantee it! They are transparent about what they have and what they don’t as the menu is always updated unlike the others, they have had the same low delivery fee since day one or you can pay for friends and Fam and get free delivery but no matter why you do everyone is treated the same. I love feeling like I’m not pressured into purchasing something and still get the same service as if I did. Thanks guys and gals you don’t get enough credit for what you do..Brit7512Version: 3.30.0

Go Puff!!!The first time I ordered from Go Puff they cancelled my order. They stated there were difficulties with payment but I was paying cash. I was confused and disappointed. I tried again and this time they called to verify order and they explain that I didn’t answer the phone the first time and that’s why it was cancel. With my second order I couldn’t use my coupon again because it was used on my cancel order. I didn’t like that however the second order ran smoothly and I received my snacks promptly. Go Puff needs an alternative to contact customer such as text messages or notifications. Sometimes you may miss a call but you may see a text message later. Also they don’t allow customers time to verify the order it was literally 2mins and it was cancel. With a text messages or notification they could continue the order and verification could happen at any time. Also they could proceed with the order like door dash... it was too many steps. Door dash all call if they can’t find where u live or something is out..Mrs. PeeteVersion: 3.7.6

Bye bye UberEats!!!FINALLY!!! It has arrived here in LA!! Oh boy, many will agree.. Uber is overpriced, GrubHub drivers steal food, Caviar is for the high-end, 7-Eleven app has only so many options and InstaCart is in a category of its own, not belonging in this conversation! There is not a single delivery platform that combines groceries, munchies, household items, and more.. and delivers within 20 minutes. DUDE.. NO… they’re not paying me! I only care to take this time because I literally just received my order within 15 minutes. They’re currently running a promo, as most new region launches offer, so TAKE ADVANTAGE FAST!! My $30 worth of junk food and toothpaste only costed me a FIXED DELIVERY FEE OF $1.95 (Not $8 because of a lack of drivers or high-demand) Pricing is ON POINT!! THERE IS NO UP-CHARGE!! If you walk into the store and physically see an item priced $1.75…. You can expect that same price listed on GoPuff. The only up-charge?? Is their $1.95 delivery fee which never changes. EVER! You guys!!! Im PUMPED and Im telling EVERYBODY!! You cant think of ANY platform that delivers within 20 minutes, lowest delivery fee, no up-charge on prices, very low minimum… AND AN INCREDIBLE CUSTOMER SERVICE TEAM THAT IS ACTUALLY FRIKKIN AVAILABLE, RESPONSIVE, and LOCAL!! They call you quickly if something is out of stock or to adjust orders, etc. Guys.. DO IT! Find me and tell me I was wrong!! You cant..MrmrkusVersion: 3.21.0

Go Puff yourself (politely)Use this excessively with mostly happy feelings. However - the sales are really the razzle dazzle. Too bad you are forced to sell tobacco at a standard rate but anytime you have discount on cigarillo I’ll take it because the dilemma of that problem solved is the true origin of your business. Also - I feel bad at the amount of task you assign to your drivers when they must ID the guest. I would suggest that create some other verification where the customer waiting can assist in verifying and then be scanned for liability and redundancy. I don’t think anyone wants to to sign or have their id photographed in this manner. It may work for now but I can see it becoming more of a con in the future. There has to be a way to verify a guest is above 18-21 for those products that keeps you covered but gives the consumer better convenience and piece of mind..Mad-dyedVersion: 10.21.0

Weird pop ups/links to 3rd party websitesOverall, the service is good for the price and drivers are always great! But GoPuff, in my experience, is pretty aggressive with trying to sell the customer on 4-6 different “deals” before, during, and after the transaction. “$20 cash back for your purchase today!” of course led me to a nondescript website that smelled like scam, asking to sign you up for an email list unrelated to GoPuff. It’s confusing to be offered so many unattractive deals all at once lol Time estimates are consistently incorrect. Drivers do multiple deliveries at once, and I imagine they feel pressured to drive quickly to meet an unrealistic delivery time goal. Of course, it’s great and economical to have drivers do multiple per trip, but GoPuff overpromises and underdelivers a bit in terms of how much time is expected for drivers to navigate traffic and deliver to others. All of my issues with the app are related to the company’s business choices and not the app’s function..MPatterson570Version: 10.26.0

Love everything but the delivery time :/GoPuff just keeps getting better with its selection, everything (almost) is always stocked, the customer service is wonderful and the app is fabulous to use. The *only* bad thing is the delivery. Every time I use it, the predicted delivery time goes up and up- usually it starts out and by the time it’s delivered it’s 30-45 minutes later. This happens at various times of the day, and not when you’d expect they’d be busy. I wish they would project it later, especially since in my neighborhood (in Philly, their flagship) they don’t ring the bell so I’m waiting around with my phone for a call. It’s frustrating. Anyway, go GoPuff, I remember when it was a little startup by Philly students. Also I can’t say how much I appreciate that they offer condoms and the morning after pill in my city. It’s a bit of a laugh but it shows that GoPuff understands the real needs for safety in a student heavy city and isn’t afraid to put it out there. <3.AlliThayVersion: 3.9.14

Best for the lazy and luckyThey know their audience. They gave me a lighter with my first order. When it’s bad weather and the grocery store seems like a hike... it’s actually a pretty good deal. Compared to grocery store prices, of course it’s higher - but since they initially showed up in Chicago, GoPuff has only continued to improve. They’ve broadened their household needs product line, really the smartest thing they could do. The snacks and junk food sections are great and plentiful - the main issue with GoPuff is that they are ALWAYS out of one item on my lists. They also have some stuff that’s just not worth the price but when you’re desperate you’ll do it. Twice I’ve gotten stale items but I order pretty regularly... I’m pretty sure I’m one of their best customers, not kidding. When I lived in Lakeview delivery took ages, but now in Wicker Park they’re much quicker, like shockingly fast to deliver, so I think if you’re on the west side of the city then you’re near their warehouse and it is SO quick..CreevyCVersion: 3.7.0

Fastest delivery I’ve ever experiencedI love this app! I’ve used it several times now. Mostly while I’m cleaning or cooking. A few times while not feeling well and ordering some sort of OTC medicine. Saves me a ton of time and hassle. I stay on tract with what I’m doing if I’m working from home, busy doing stuff around the house, or just not feeling well to go out. My order shows up almost immediately. Like 10-15 minutes. Honestly faster than if I were to go out myself to the store. I literally have no clue how it gets here so quickly. I feel like they’re sitting down the street with my random items waiting for me to place an order. Like I know she’s gonna order some of this. I’m ready for her 😂 I love it!! As a single mother working a million hours a week, at the office and also at home… this app can be a total life saver. Thank you!!!.I'll stick to other sitesVersion: 4.5.0

Was good at first but now…I’ve been using this app since the 2020 during the pandemic and at first it was one of the main delivery services I used because they had a good variety of things you could mainly get if you were to go to the grocery store. And I liked to use it especially for little things like snacks and beverages. But now I barely have no use for it anymore because their items have become a bit overpriced, and almost all of my favorite snacks and drinks I usually buy are always out of stock! And it takes so long for them to come back in stock. I also don’t feel like there are many good deals anymore like price drops on items or getting a percentage off your order unless you spend a major amount of money or something. Until there’s a bit of a change in those areas, I don’t really think I’ll be using this app that much anymore..Sharon BondVersion: 4.13.0

Great during these timesThis app is great if you need somthing out of the blue. They will deliver within a half n hour while also the prices are marked up just as gas station prices. I’ve only had 2 encounters where I was u happy. 1. Them taking over 45 mins to deliver two items and forgot one item. Then I wasn’t allowed a refund smoothly. It was more like a credit for another item. . 2. Some of the delivery drivers are pricks. They’d stop in the middle of the road and cause traffic while getting out of their car to give me my items. I’m very unhappy about this. It’s unreasonable when there is parking available. But all else like I said, it’s very convenient if you wish not to head out of your home. If I can think of another down side, when I see the list of items, many items don’t show the nutritional label on the product. Just the picture of the product itself. This deterred me from purchasing many items due to my keto life style. But all n all a good application..My Nicka bVersion: 3.14.3

This would go crazy in Canada5 stars because this looks like a blessed app. Uber eats for snacks? Say lesssss but if only this was in Québec. I got mad hype for no reason.How tf is Justin Leroy taken?Version: 3.10.2

Venez au QuébecSvp venez à Montréal Brossard rive sud et rive nord.Gingerpy130677Version: 10.21.0

This needs to come to CanadaThis app needs to come to Canada 🇨🇦 it would be a success here..Marine3001Version: 10.4.0

Hassle free and on point serviceExcellent service and the app is user friendly.Dr SaifuddinVersion: 7.7.0

Highly recommend.I wish they serve NorCal as well..PapuRajuVersion: 3.29.0

The bestBest delivery service there is hands down.ShabadabooVersion: 3.9.13

Bring this to OntarioBring this to Ontario.C be sthgVersion: 3.24.0

Bring It To CanadaPlease Bring this to Canada.GhostNinja21Version: 3.9.17

BruhSearch lil Marco thanksgiving on YouTube.HdaushhshshdVersion: 3.9.11

Fatboy gangFatboy sse sent me here.AitisamVersion: 2.7.0

WinnipegWish it was in Winnipeg.ClaraxmendesVersion: 3.7.0

Why no go puff at my town?This seems like a good app nothing wrong yet I think? Just please come to my town so I can get munchies will I play games!😀.Canadakills1Version: 3.6.4

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 11.21.0

Gopuff - Grocery Delivery Negative Reviews

I PAID $40 FOR NOTHINGOrdered a couple of drinks(alcoholic) and the typical process is you receive a confirmation text, then a courtesy call from the driver that they’re on the way, and sometimes another call when they arrive outside because they have to personally hand them to you AND scan your ID since they’re handing over alcohol to you. You’d think because you’ve ordered plenty times before its be the same process, but no. I ordered some beer and was told they’d deliver my order by a certain time. No biggie, I can wait. But as the time was approaching and they was no heads up on the drivers end, I chose to open the app and track their distance. They were on the way it said. Waited and waited, even 20 minutes past the time they gave, and the driver was still “on the way”. I had no number to reach the driver. I had to just accept the cancellation of my order I emailed Gopuff about the entire situation only to be surprised by their response. In a condensed version they said: we asked the driver and you couldn’t provide an ID so the order was cancelled. I even have screen shots of my call logs and texts. I tried going back onto the app to see if there was another method to get help, and they disabled my account. Doesn’t seem like they care about referrals. I’ll start telling all the people I referred to begin deleting Gopuff from their phone. If you can’t take care of your customers, you don’t deserve new ones. So in short I was charged for nothing.MarcogaliciaVersion: 3.21.0

Ton of glitchesOk 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..Aline.85Version: 8.18.2

Useless customer support teamI 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!.AppUser83245Version: 8.16.0

Please Do Better GoPuffGoPuff is an excellent tool to help deliver your products in a fashionable manner. However, over the years the tug-a-war with their delivery drivers makes it extremely difficult to continue to ignore. GoPuff should hold their drivers accountable for each time they fail to properly deliver an order. The drivers need to keep in mind that this service requires them to deliver in front of the customers homes, unless otherwise specified. If you know you can’t do the job, please find one that accommodates your needs. Some of the drivers lack customer service skills and it often makes the experience less pleasurable. I have witnessed drivers first-hand steal items and claim it was delivered and never showed up to my home, however there are some drivers that do care. It’s frustrating having to contact support and complain about not receiving your order or a driver being rude. GoPuff, I’ve supported you all for years and would like to continue to use your platform but I would really appreciate if you would consider training your drivers on how to properly complete the task. I tip each time I receive an order that was completed successfully. I have also, myself, delivered for GoPuff, and ensured each customer received satisfaction. By the evidence of tips, and customer reviews. The drivers are a huge representation of the company and this should be considered by the team and handled accordingly..Miss.Precious-CargoVersion: 9.44.0

Customer service brings down the experienceHaving ongoing issues with the app. Unable to speak to a human rep by phone because phone contact is explicitly not offered. Have had account and app issues that remained unresolved, despite assurances they were or would be. Fairly certain that pattern is about to repeat as every time I open the app I am told that I need to update my account info to avoid cancellation despite the fact that my current account info is valid and has been confirmed as such by customer service. Fully expect this ends with my card getting charged but my account not being renewed, which is exactly how this went down last month (despite my every attempt to resolve and prevent said issue before then). All in all, a frustrating experience when other food delivery services are starting to offer a similar product to this. If I am correct and my account gets unjustly cancelled again, that will be the last I deal with this company. Even if it doesn’t get cancelled, having to clear through the error message every single time I want to order ice cream or a bag of chips at midnight is making this experience annoying and not worth it (especially when the clearly scripted text based customer service responses are repetitive, unhelpful, and show a lack of awareness of understanding or even listening to the problem). C’est la vie..Jersey2BronxVersion: 10.12.0

Convenient but glitchy. Terrible customer service.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..TinderbellVersion: 8.0.0

Very practical however a long term waste of moneyThe 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..Abs70Version: 8.12.0

False advertising/Complete waste of timeThis app is such a joke. With the false advertising shown for offering alcohol and everything else available to users, in reality it’s only offered to like 3 cities all throughout America. A complete waste of time signing up and giving away all my personal information for them to sell. They don’t even tell you where they are able to deliver to before signing up, you have to put in your address to find out. This app is a disgusting information leach. In order to sign up which is a waste of time because you’re not going to be able to buy alcohol anywhere anyway (unless you’re in the 3 major cities they deliver it to) you must give away all your personal info. Including phone number, email address, the right to see and download all your google account email addresses, see and download your exact date of birth, see and download your street address, see and download your personal phone numbers. After ALL of this, then the app will tell you if they’re able to deliver to you. Such a disgusting terrible app. I don’t see why this app would deserve anything more than 2 stars with such terrible lies it says. ALCOHOL IS IN THE NAME OF THIS APP! And it only delivers alcohol to 3 cities! What is this! Worst app ever!.OpenMindedManeVersion: 3.21.0

Way too slow, shoulda gone to 7-11I 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..Katie6368853257Version: 7.10.0

I used to love this app but its gone downhillAre used to use this app all the time as it was very quick for delivery and even offered discounts. If it didn’t get delivered in the time it said my last three orders have taken over an hour and a half with the last one taking 2 hours+ for two things of juice…. I contacted customer service to try to cancel my order so that I could just go through another app as I have a sick child at home and cannot leave to go get the juice. I chose priority delivery yet somehow it wasnt marked on their end so that meant I had to wait 2+ hours? I could have walked to the store and back in that amount of time… the best the customer service could do was give me a $5 credit (to my $35 order) that expires in 30 days… why would I ever want to use this app again when it consistently takes over an hour to be delivered and they don’t notify you when you order that it’s gonna take that long they tell you it will only take 20 minutes and then just keep pushing the time back until it’s been almost 2 hours and then they tell you you can’t cancel your order. So sad because I used to love this app but im better off using the 7/11 app at this point..AdpnwVersion: 9.1.0

Sad1. Sometimes, I’ll place an item in my cart, go through with the order, only to receive an out of stock notification that the item is out of stock. The app gives VERY little time to respond to this notification before it automatically removes the item and moves on. Worse, there’s no option to edit the cart or replace the item before the request departs the store. For instance, when ordering ice, if the selected bag size is unavailable, there’s no way to switch to a different size. This is especially frustrating when you need ice for the drinks that you purchased - immediately. In one instance, I had to turn to a different service just to get the ice. 2. Gopuff shoppers don’t insulate frozen items at all. This becomes a major problem when drivers make multiple stops and you’re the last delivery regardless of your Expedited delivery preference. By the time your items arrive, they’re partially thawed or melted, which is incredibly frustrating. To make matters worse, you then have to deal with the hassle of customer service, where you’re asked to take a picture of the melted item for proof. It feels more like an inconvenience than a solution..2xistVersion: 10.21.0

Best app everGoPuff is literally my FAVORITE delivery service app. I’ve had it for a few years now and the growth I’ve seen is incredible. You can get virtually ANYTHING on this app ranging from random obscure beers to healthy snacks to skincare. If I forgot to pick something up at the store or am just feeling lazy, 9/10 GoPuff has what I need. It’s also insanely fast… items get delivered within 30 minutes. I’ve ordered from GoPuff probably 25 times at this point and I’ve only had an issue ONCE. The customer support immediately refunded my money- and my order ended up showing up 30 minutes later. Last month my boyfriend and I unfortunately got Covid, he doesn’t have health insurance so covid tests were $200 at all the clinics around us and the at-home tests were sold out…BUT OF COURSE GoPuff was there to save the day!! They were selling at-home covid tests for just $20 and were restocking them every day. I also love their Sip Program, they do deals with beer companies which allow you to “sample” different beers for just 5 cents a can. Obviously I always add a few 5 cent beers to my order and share with my friends when they come over. I could go on and on about how much I love this app!!.EmmagemaVersion: 4.0.4

Increasingly not accessible and usable for users of assistive technologyI have an Apple iPhone and downloaded this app well over a year ago. During that time the app was semi usable to the voice screen reader that comes with every Apple product. It seems as if within the last four months as the new updates have come out more and more voiceover functionality is broken. As soon as I open up the app, some sort of bottom sheet overlays onto the screen, and I can’t get rid of it. And addition I have never been able to increase the item counts without handing my phone over to someone who can see. Not only that managing the account within Settings to flip back-and-forth between payment options is no longer possible. I don’t know how Apple still allows this app to remain in the App Store when it is clearly not in compliance with their accessibility and usability policies and procedures. I think I will just have to go back to doing it the old-fashioned way. Grabbing my long, white cane turning on my GPS navigation app for the blind and walking down to the local sheetz gas station.Blind man's revenge 2002Version: 10.7.0

So many problems now. Used to be great.Extremely rude customer service. Orders get forgotten. Drivers show up almost two hours late. Now, even though the checkout page has an option for “contact-less delivery, leave outside door,” they refuse to and argue with you. On more than one occasion, they have just left with my order without canceling it until I called customer service, and was told 3-5 day refund and that they’d figure out about the contactless delivery option, since it’s regional. It should be standard. Every other delivery app has this and I’ve never had problems. Not to mention their selection is insanely limited to begin with, and then over half of the items are consistently out of stock for days. And I mean regular groceries, not like hand sanitizer and toilet paper back in April 2020. They are also egregiously overpriced (paid $6 for a bottle of Tums expecting the usual size and got a miniature that came with EIGHT tums.” I paid the extra in the past because the sheer convenience made up for it. Now it’s like i’m paying for literally substandard products and twice their cost and awful customer service. Stick with instacart and postmates. GoPuff does not have their act together..KorrigenVersion: 3.16.0

Not what it used to be!!I placed an order through UberEats since I get free delivery. My order was supposed to arrive between 15-30 mins which isn’t an issue but my order never showed up. It was 3 items and it was 1am no traffic not cooking just 3 small items it should be an issue but it was! UberEats recommended I call GoPuff so I do well to my surprised GoPuff doesn’t even have phone reps to help customers with orders so I tried to chat with them in the app! The first agent was a bit rude and gave me a fake eta and yet my order never arrived and when I contacted them again the second agent told me to contact UberEats because they couldn’t help me (didn’t want to help me) due to being so called limited on the information they have. I contact UberEats and they refunded me and told me that GoPuff uses their own drivers which is why they didn’t show tracking on their end! So basically GoPuff just doesn’t provide good customer service which is unfortunate because I really liked them but I won’t be ordering from them again and I wouldn’t recommend others to do so either unless you enjoy waiting hours for you’re order to arrive!.JasMVPVersion: 10.8.0

TerribleFor one I’ve wrote this review many times but for some reason it never stays?? Either way the Gopuff driver stole a bag I ordered drinks hamburger Pattie’s and other stuff over $50 worth of stuff I got dutches too. Well I only got 1 bag and it was just the Pattie’s. So I contact customer support and they told me there isn’t anything they can do that they don’t know who my gp driver was (so for starters yall don’t know who YALL hire????) Told me to contact them (I couldn’t) then told me they couldn’t refund me even though I’ve never had an issue before and have spend thousands of dollars. So I paid $50 for 6 burgers they refused to give me a refund but we settled on credits… they ONLY gave me $15 worth of credits mind you they told me I had to spend $30 more dollars just to be able to get the $15 credits??? Like what I’ve never had an issue before so if y’all use this app y’all better hope y’all don’t have an issue cause they don’t care and will just make you spend more money. They don’t care if the dp stole it or even if you never got it. $50 on burgers just to have to spend another $30 to get $15 worth of credits.. like what..SavyBabyThoVersion: 10.20.0

Expired FoodI’ve been using goPuff for an entire year now, and I’m done. They have problems with delivering food at a reasonable time, hiring trustworthy people, and delivering food that isn’t expired. When you first place your order, the app will give you an estimate of when your food will arrive. Typically, the estimate is 30 minutes to an hour which is way too long for someone who lives downtown in a large city (meaning there should be more goPuff drivers available and near), but whatever. My problem is that they will keep changing the estimate when you check in on your order; it will go from 30 minutes to 45 minutes, and so forth. One time, I actually waited two hours for $15 worth of food. My final straw with this company came from receiving expired food. I’ve received expired food and stale items three of four times now, but I never complained. However, about two weeks ago, the last time I ever bought anything wrong them, I received food that was expired by an entire week and I let the company know. Two weeks later, they haven’t gotten back to me. No compensation, no apology, just silence. It’s pathetic, honestly. Take your money to DoorDash or UberEats, people..SecutesantanaVersion: 3.7.0

Terrible serviceWhat use to be good service and app has very quickly gone done hill. Drivers don’t deliver to the correct address and policies that defies the purpose of the delivery. Tonight was the last straw. I’ve ordered cold medicine to be left at my door no problem. Tonight I needed to hand over my ID to scan before getting items. Turns out the changed their policy a few months back, which was like pulling teeth from customer service to find out. No warning or pop ups to tell you. Customer service said you ordered an “adult item” I didn’t order alcohol or cigarettes just some medicine you can pick up at the store with no ID. The customer service agent treated me like I was a child and here is $5 to keep using us. This was the last straw, I removed all my payment information, deleted my account and removed the app. What use to be a convient option for small items or not going out when your sick has turned into a hassle. Avoid like the plague!!!! I talked to my sister who tried to order a covid test it wouldn’t allow her to select no contact delivery for a covid test just saying it didn’t qualify. WTH!!!.CelenithilVersion: 9.35.0

Looks like another season of sending me daily notifications for promos I can’t redeemI had to disable notifications for the app entirely. I don’t need to get a notification every single day that Starbucks has $5 off, I have Celiac and can’t even get anything from there. I could put up with those as annoying as they are but that ones that were the last straw are the promos I would actually like to use but can’t like the $15 off that it sent me every day this week. When I open the app and try to claim it, it says I’ve already redeemed it. I contacted support about this last year the first time this happened but they weren’t any help. The app overall is not very great for people with allergens. There are often no pictures of the ingredients that you can zoom in on to see if something is gluten free or not. The pictures they do have are often cropped and don’t show the whole packaging causing me to leave the app to try to look it up myself and hope I find the same one. The search feature could use a total overhaul. Too many things with gluten show up when I search gluten-free..Joshua__PVersion: 10.37.0

Good till i was scammed out of $70There was a sale going on on tequila and they were offering half off even inexpensive bottles of tequila. So I ordered the clase azul which usually cost $120 and my order was on the way. Excited as I was I sat there on my phone and watched as this person got near my house and I was literally standing outside waiting and all of a sudden it was marked delivered. I never received the item and when I contacted customer support, they swore that this person got a signature and I showed my ID. They said the only way the bottle would get released is if the ID matched mine and the signature. I know this is a lie because I’ve had my girlfriend sign for a bottle before and show her ID. I swear to God on my life I never received that bottle. I never signed anything, and I never showed my ID. After contacting customer support twice they refused to give me a refund and they swore up and down that I presented my ID which I did not. I even referred people to it but now I just uninstalled because I’m not gonna get scammed out of $70 and then continue to use your app...YuhBoyScooterVersion: 9.35.0

Terrible delivery service better off using DoorDashOrdered $40 wroth of stuff including the express delivery fee, delivery drivers tells me they’re at my complex I ask them where their reply “I’m not sure”. Give the driver details instructions how to get to my apartment leave the complex drives around for 5 minutes (at this point my order was 12 minutes late) then cancels my order. Contacted customer service, first reply “we do not wish for any customer to have this experience” well no duh…. They proceed to tell me that my refund will take 3-5 days and give me $3 in Gopuff credit like it’s a joke. Pretty much said “oh we’re sorry you paid us money for stuff you didn’t get because of our incompetent drivers don’t know how to read instructions, here’s $3 in credit and by the your refund will be there in 3-5 days”. I have been using Gopuff for a long time but not anymore. DoorDash is fair cheaper than using this terrible app, and if you do use Gopuff make sure you’re very detailed on to deliver your order because they obviously just let anyone deliver, these people don’t even know how to read..Julien FloVersion: 10.10.0

From the best to the absolute worstI used gopuff from the first month they opened in Philly. I’m disabled and don’t have many options for getting food and household items, and gopuff had proven to be reliable, efficient, affordable, and friendly with incredible customer service. They pay drivers well and seem to take care of employees. But in the last few months, since they started the hot food delivery and expanded, the quality has gone to one star. Items are missing every time I order, the estimated wait time I use to judge whether I want to order or not is always way under the reality- orders take minimum of an hour to get to you, right now I’m currently 3 hours in. The drivers never follow instructions, my most recent one stole my pizza, the food is always cold, the coffee drinks spilled, customer service only says no when you ask for reasonable things. I’m so upset that such an incredible service has become this horrible. I was so happy to see their business thriving but I guess they don’t care about their customers anymore. I deleted my account..ChipotleggsVersion: 4.5.0

SketchyOrdered and got a call almost immediately telling me my order was on the way. 25 minutes pass and I check my app to see delivery status saying it’s already been delivered. I contact the GoPuff location nearby and am told another customer accidentally signed for my order and was told I should get mine in a few minutes. 15 minutes pass and I call back and I’m told there are no other drivers to deliver because they only have one and that he doesn’t know what’s going on with the driver. I get another phone call back from a different guy saying the driver got lost because his GPS wasn’t working and just returned to their warehouse and that he (guy on the phone) would be delivering to me personally. This was 10 minutes ago and I still have no received my order. I’ve been waiting for going on 50 minutes when it was supposed to be less than 15. I was subscribed the the “FAM” feature for $5.95/ month but just canceled that. Don’t waste your time with these losers, just go to the store yourself. The prices of the items are overpriced in the app anyway. That’s why they can afford a $1.95 flat fee..Justen WoodVersion: 3.9.12

Zero starsI put in my order and wait was about an hour. No big deal. An hour had passed and it still said it was being packed. This was weird as I only ordered a pint of ice cream and 2 bags of chips and it was 3 am. I called and wasn’t given any help other than being told my items were actually already packed but it would take an hour. Again this was weird as I already waited more than an hour from the time originally given for the delivery and the place they do the shipping from is literally up the street from my place. The guy on the phone sounded uninterested and at the end of the day I just canceled the order. This was the WORST experience I’ve ever had from delivery services and as much as I like rooting for the new guy and showing new businesses support GoPuff will not be receiving any support or orders from me ever again. All in all the 2 hours I waited and the additional hour they insisted I wait on was a complete waste of time and by the time I realized their negligence it was already too late to go to any store nearby. If zero stars were an option I’d choose it but unfortunately I’ll have to give 1 star.16Ki16Version: 3.9.2

Go Puff and UberEats are horrible.See above. These are both horrible..BigfatmargVersion: 9.33.0

Card doesn’t workAccept Canadian cards please..Jj393Version: 3.28.1

What a wasteThe very reason I downloaded it was because of the offer “pintme” but it didn’t work. It showed it was invalid. A scam.I need money and jewelsVersion: 3.9.12

DisapointedDon't geo target me with ads offering free ice cream, only for me to find out I'm "Out if your delivery zone" in San Antonio. My hopes and dreams have been crushed.JrjrkrkkfkffpsmsnVersion: 3.9.2

Excited then disappointedI was stoked to download and try the app but after downloading it wouldn’t even get past entering a postal code and wouldn’t work at all.Bagels love my faceVersion: 2.10.0

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