Gopuff Avis 116

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

poor, inconsistent produce quality, frequent inventory issues, and difficult, unresponsive customer service regarding refunds
I placed an order it arrived thawed .. customer support had the audacity to gaslight me and say it was fresh food ... 1 of the items was clearly still half frozen by the way ...
honestly disgusting will never order from them again what a terrible customer experience. Don't trust the quality of their stuff they are dumping shit quality food and refusing to compensate for clearly unfulfilled services.

No customer service whatsoever!

Recurring Quality Issues - Expired Food & Incomplete Orders**

Recent Order - Missing Items:

Order Date: 31/01/2026
Order Value: £53.09

Ordered a substantial amount of groceries including vegetables, fruits, fish, and drinks. The order was prepared in 3 bags according to Deliveroo's labeling system, but I only received bag 1 of 3. The missing bags contained the majority of my order including all the fish, Guinness, and most of the produce.

Out of £53.09 worth of items, I received only some bananas, sweet potatoes, and lemons. I was recovering from flu and needed this food, making the situation even more distressing.

Previous Issue - Expired Food:
This isn't my first problem with Gopuff. On a previous order, I received expired food items, which is completely unacceptable and potentially dangerous.

**Overall Concerns:**
- Quality control appears non-existent (expired items sent to customers)
- Order fulfillment is unreliable (major items missing)
- No communication when orders cannot be fulfilled completely
- Two significant problems in a short period suggests systemic issues

When you're paying for groceries, you expect fresh, safe food and complete orders. Gopuff has failed on both counts. I cannot recommend using this service when basic standards like food safety and order accuracy aren't being met.

The combination of receiving expired food previously and now an incomplete order shows a pattern of poor quality control and fulfillment processes.

Waited over 3 hours for my delivery, tried multiple times to contact them,but only got a AI bot, tried several times to cancel my order but was told no, you can not cancel your order, if you can use a different delivery service.
My personal rating, 0/0

Would rate less if I could. Tried to set up an account and was told there was ‘suspicious activity’ on my account even though it was the first time trying to set up an account with them. Contacted the support team and got ignored…a month later who decides to steal money from my account? Bearing in mind none of my bank account info was used while setting up an account so I don’t even understand how they’ve managed to get their hands on it. They’ve ignored every email I’ve sent to them, had to ring my bank to get this payment blocked and returned, new card and all…..well who’s taken money out of my account that they don’t have the information for? Who’s still ignoring all the emails I’ve sent? F.U.C.K gopuff doesn’t even come close to how I feel about this disgusting company. I recomend never using their services, they’re quick to steal your money and sign you up to subscriptions when you don’t have an account with them but won’t respond to your emails so you can actually have an account. Absolute joke of a company

When it first appeared in my area, deliveries were on time, products delivered with care.
Now they've taken off, super fast deliveries stated at estimates of 17-20 minutes are now actually being delivered nearer to 45 minutes.
And the care taken with your deliveries is hit and miss. Loaf of bread?? Don't bother, Eggs? Another definite miss.
Most likely because the drivers they're using are Uber & Deliveroo drivers.
The ones that don't match the photo, not using the vehicle described etc.
I pay the fam monthly subscription. The extra £2.49 for super fast delivery and out of last 10 orders, only 1 was within 25 minutes, another in 40, the rest nearer an hour..
Not bad for 17 minutes estimated delivery.
Today's delivery we've been waiting 1h20 so far and bags still not picked up

I'm gonna go back to using Tesco Whoosh. A little slower (well actually faster now) but definitely more care with items than gopuff.

GoPuff is a great company, so I'm shocked to see 1 star reviews. My GoPuff in Hackney, London is very efficient. The prices are competitive and they have special offers all the time. I love the GoBags which are extremely good value. The drivers are such lovely people - very amiable and respectful. If I ever have any issues, which is rare, it is resolved very quickly. Highly recommended.🙂

Do not order from go puff i didn't receive my cigarettes when I spoke with someone on the online chat and they said all items was scanned and delivered so the delivery driver must have stolen my cigarettes i was refused a refund

I'm kind of amazed by all the one-star reviews - I've been ordering from Gopuff for years, and while there have definitely been a few issues (expired or missing items, and one time a warehouse packing tool left in a bag!), customer service has always been very quick to respond and resolve/refund, and this is only a tiny percentage of what must be hundreds and hundreds of orders by now. The drivers are always quick and always friendly and professional, even when it's 4am.

Bread was stale and delivery driver wouldn't even leave his vehicle and made me go all the way to the car park to him to collect my groceries.

Order #2669644966

The delivery driver was rude. I understand his being frustrated and anxious because there was no door number on the account/order, but I did apologize. And what I got in return was a weird noise under his breath and a mean nasty look. I looked out my window minutes later, and the man was still sitting on his motorcycle in the driveway with an intimidating look. A chat operator from Gopuff said they would speak to the driver, but I don't trust them because they have minimal customer service.

I was knocked over by a Gopuff delivery driver in London who was cycling down the pavement. They failed to stop and swore at me as they rode off.

I reported the incident to Gopuff customer service who showed a complete lack of compassion. They failed to ask when or where the incident happened, or if I was ok.

They only said that I’d be contacted in the next couple of days, but a week later I haven’t heard anything from them. Appalling attitude from this company.

I have been using Gopuff for awhile and they’ve been really good although last night I ordered some I waited for over five hours before I had to go to work. I needed to eat myself so I was waiting for food and to feed my dogs yet they never arrived until after I’ve left after five hours my daughter answered the door at nearly 11 o’clock at night when we ordered at 6 o’clock they got her out of bed and then still didn’t give her the order because she didn’t have the pin number and I was at work. It’s ridiculous that it takes five hours to do a delivery. I could get one of my articulated wagons to London in that time let alone across Manchester.