Gopuff Reviews 

What an awful company! Doesn’t even deserve one star. The delivery driver (who was very friendly and helpful but didn’t speak a word of English) delivered my shopping to another customer when he brought it back there was 3 items missing one of them being a £30 item! He called support while stood on my doorstep and had me speak for him translating on Google everything they was saying, in the end go puff basically said I was lying and would not give me a refund.

I’d give zero stars if I could.

My Gopuff order arrived with the bag open and two items missing. I reported the problem almost immediately, provided photographic evidence, and contacted customer support multiple times.

During live chat, I was told the case would be investigated and that the agent would “keep in touch”. Instead, they stopped responding completely. A previous chat had already been closed before the issue was resolved.

I then made a formal complaint by email. Gopuff refused to refund the missing items because their records showed they had been “packed and scanned” at the fulfilment centre.

That does not prove the items were actually delivered to me.

I explained that the bag arrived open, that the items were missing when I received it, and that I had reported the issue immediately. I asked for the complaint to be escalated and for them to explain what evidence they had that the items were physically delivered rather than simply scanned before dispatch.

That follow-up has also gone unanswered.

So far I have paid for items I did not receive, spent a ridiculous amount of time chasing support, been ignored in live chat, had my refund refused based on an internal scan, and then had my escalation email ignored.

The missing items were frustrating. The way Gopuff handled the complaint has been far worse.

Extremely poor customer service and a complete loss of trust in the company.

Yesterday I ordered four packs of eggs from the Fulham/Chelsea branch. When they arrived, the eggs were really warm. When I held them in my hand, I could feel the heat from them.
At first I thought maybe it was just because of the delivery. But then I made some of the eggs for my family, and we all became sick and had diarrhoea.

I then did the water test on the eggs. Every single one floated to the surface. Fresh eggs sink to the bottom, whereas eggs that float are old and indicate bacteria growth. They should never be used!!! Also, eggs should always be stored at a cool place and never get warm.

I contacted GoPuff customer service straight away. After a lot of back and forth, they eventually refunded me. But I also told them very clearly that these eggs needed to be removed immediately and should NOT be sold to anyone else.

I was told this would be passed on to the relevant team.

This morning, I found out they were STILL selling them.
I even asked my sister to order a pack, and she received the same eggs with the same expiry date. And now they are apparently just being sold at a discount.

I honestly cannot understand this. If a customer has reported a potential food-safety issue with a batch of eggs, why are those same eggs still being sold to other customers?

People can become seriously ill from contaminated food, and things like Salmonella should never be taken lightly.

Please be careful if you are ordering eggs from GoPuff, particularly from this branch. I really hope GoPuff takes this seriously before someone else gets sick.

Like others have said driver asks for pin runs off then you discover you got rotten food and missing items

Absolute highway men

Overpriced products, not much selection. They rake you in making it very easy to subscribe to their FAM membership with a .99p subscription. And then make it a hassle to cancel the membership, their AI customer support funnel is useless and then if you don't cancel within 14 days they just take the full subscription from your account the following month without any option to refund - part of their small print policy (daylight robbery)

I closed my Gopuff account today as there have been too many problems.
Unlike Amazon that deals with customer complaints fairly, this useless company NEVER rectifies problems with orders.
The 'agents' are rude and useless and today I was cut off mid complaint with my order that arrived with spoilt contents.
A really rude and unhelpful company.

Absolutely disgraceful customer service and delivery! I’m never using this company again.
Ordered a bottle of pop and a Hyatti fizzy cherry 6000 vape but the vape was missing so I contacted customer service n they were rude and useless! I told them about the vape but they claim everything was scanned n delivered, the driver definitely didn’t scan that bag in front of me n tbh he couldn’t wait to run off. I’m going to call for a boycott! Avoid Gopuff on on Deliveroo, Iber eats and delete their own gopuff app! I basically paid £15 for a £1.25 bottle of pop.

Absolutely terrible - sends rotten food and then calls me a liar when I refuse to fish it from my bin to take pictures. Also refused a refund on my membership despite being within the 14 days cooling off period. Avoid.

VERMIN PROBLEM FOOD SAFETY ISSUE!

Absolutely horrendous. Avoid.

I received a bag of crisps with a large hole in the packaging and clear gnaw marks, consistent with damage caused by a rat or mouse. This raises serious concerns that my food had been in contact with vermin.

GoPuff’s response was simply to refund the item and offer me a £5 credit to their store. They completely ignored the potential vermin issue and took no apparent accountability for what is a serious food safety concern.

I’ve deleted my account and won’t be using them again. I have photographic evidence of the damaged packaging. If food hygiene and safety matter to you, I’d avoid this company.

APPALLING SERVICE. DREADFUL ADDRESS CAPTURE SOFTWARE

I’m done with this company ordered my food more than an hour ago. Drivers not replying positioned on the map isn’t moving. They’re so-called support. Is basically AI that just repeats completly the same thing over and over again. I’ve got no idea where my stuff is whether I should use someone else to order it so I can get on with cooking. And there is no customer service other than the driver sick of paying over the odds.

Cancelled the order after almost 2 hours of waiting!! Was offered £2 when I asked why it was taking so long. Utterly disgusting service! Not recommended

Don't order from here. Ordered through the Just Eat App took all my money yet delivered less then half of the goods. Taking people's money without delivery of the items is fraud. Just Eat will not refund me. Don't order from there its a fraudulent company and dont be conned by the 10 pounds off as by the time you receive the goods it is you whos been ripped off

I ordered groceries on June 9th, which were supposed to arrive in two bags. The delivery driver arrived, asked for my security PIN to hand over the delivery, and gave me only one bag. When I immediately questioned him about the missing second bag, he admitted he didn't have it, claimed it must have been left at the warehouse, and promised to come right back with it. He never returned.

​Minutes later, my entire order was marked as "delivered" on the app. I immediately contacted Gopuff's live chat support, but they were completely useless. They refused to contact the driver or the warehouse, and flat-out refused to issue a refund for the missing items. Their only excuse was that their system showed both bags as "scanned"—meaning the driver likely scanned the missing bag from inside his car before walking up to my door.

​I have home security CCTV footage showing exactly what happened: the driver handing me a single bag, me audibly questioning him about the missing items, and me immediately contacting support with the single bag on the floor. Gopuff didn't care and refused to look at the evidence.
​Taking a customer's money for items you never physically hand over is theft. Because their customer service refused to resolve this, I am now forced to process a "Goods Not Received" chargeback through my bank and file a police report.

Do not trust this company with your money—if their driver decides to keep your groceries, customer service will take the driver's side, even when you have video proof to the contrary.

Missing items. They refunding missing bag of items. I still needed the items, they credited me and yet I was forced to pay the delivery costs for delivery of missing items.

Gopuff’s new customer discount is a total scam! They lure you in with fake promos, and the customer service is absolutely terrible. They provided zero help and handled the situation in the worst way possible. Avoid at all costs!

If I could give zero stars, I would.

I ordered three items, including a Lost Mary BM6000 Refillable Kit Grape vape, and only two grocery items showed up. The vape, which I was fully charged for, was completely missing from the bag.

I contacted support and they told me their “records show everything was packed and scanned,” so they refused to compensate me. That’s honestly ridiculous because I literally received the order myself and the vape was NOT there.

I even told them I have security cameras and can provide footage showing exactly what was delivered, and after I said that… they just stopped responding. No follow-up, nothing.

I’ve been using Gopuff for 2 years and never had an issue before, but this whole experience has been handled so badly. Being charged for something I never received and then ignored is crazy.

Definitely not using this again.

This is the worst company i’ve ever dealt with, the illiterate delivery driver scanned the bag and gave it to me, when i opened it in my kitchen, it was the wrong items, so i ran back outside to tell him it was the wrong order, so he took it back and said “i go back, have look” but he never returned. When i asked for my money back through the customer service email, they said that my bag was delivered with a handshake and there is nothing they can do !!!!! refusing to give me my money back, DO NOT USE THIS COMPANY!!!!!

If I could rate any lower than one I would, absolutely useless! I made an order they said they would deliver between 12am and 2am no problem, sat waiting opposite my front door to get a text at 12.39 to say order was undeliverable, nobody knocked my door, nobody rang me or text me, yet managed to text me to say it was undeliverable! I email them to then get a bunch of smart arse, sarcastic and idiotic emails clearly sent by a childish Gen Z employee in reply. I will never order anything from them again and highly recommend people avoid them like the plague.

The service has gone down hill, longer delivery times, less customer service. Back to deliveroo for me