Gopuff reviews
What users love and hate, from real reviews
An express delivery service for groceries, snacks, alcohol and tobacco from its own micro-warehouses; once loved for speed and convenience, it now splits its audience over a forced AI assistant, vanished human support and chaos around refunds.
What users love
When it works, it's fast, convenient and a lifeline for the housebound
The core love is speed and convenience: orders often in 10-30 minutes, late-night and 24/7 hours, which is especially a lifeline for disabled, sick and housebound users who struggle to get out for groceries and snacks.
Always has what I need, consistently fast delivery.
I am chronically ill and this will help a lot
Delivery within 30-45 minutes, rain or shine. Also drivers don't mind driving at night.
One late-night store for everything: alcohol, tobacco, vapes and snacks till 3am
The unique niche is delivering alcohol, cigarettes, vapes and THC products alongside groceries and snacks late at night; for midnight munchies, parties and "need it now" moments it's the main reason people stick around.
My favorite delivery service/ app so far mainly because they deliver smoke shop items but they are extremely quick every single time.
honestly every time im craving somthing at night, this is my go to lmaoo
THE REAL MVP FOR THE STONERS WITH THE MUNCHIES
Polite, fast drivers are a frequent reason for five stars
Many praise couriers by name: polite, precisely following instructions, giving dogs treats and getting the order right and on time — the personal touch from the driver is often the standout positive experience.
Delivery drivers are so friendly and orderly, also everything arrives in perfect timing and with precision!
my driver was awesome! I wish I had more money to tip him more. Gave my dog treats and was personable and friendly.
In Flagstaff, Xavier is a great delivery partner! My order was fast, and completely correct.
What users hate
A forced AI assistant replacing the familiar catalog enraged loyal customers
An update threw out the familiar category browsing and pushed a Grok/SpaceX-powered "Go" chatbot with no way to opt out: people who were fans for years are now leaving over unwanted, intrusive AI that slows the app down and adds items to the cart on its own.
The new AI interface is awful. You have to use the chat interface, there's no option to just browse products and pick them. It puts everything in one chat box so when you scroll through it, the whole app gets slow and unusable
their recent decision to partner with SpaceX for AI without allowing their customers to opt out
app is adding in AI slop features, not something to be striving for and very annoying to have it pop up and prevent me from using the app every time I open it.
Support is a scripted bot you can't get past to reach a human
Any problem is funneled into a chatbot that repeats the same scripted answer, ends the chat and refuses to connect you to a human; you used to reach a live agent in minutes, now it's endless circles.
You can contact support but the chat is a waste of time. They will tell you the last thing the last person told you because they are following a script.
No human employees. If you have an issue youre directed to an AI chatbot.
I used to contact customer support if something went wrong and have a literal person on the phone in minutes, now it's all repetitive chat bots.
They take your money, and you have to fight for weeks to get a refund
Cancellations aren't refunded automatically: for a missing, spoiled or undelivered order they offer a tiny credit instead of money, drag refunds out for 48+ hours, and people end up forced to chargeback through their bank or PayPal.
They do not apply refunds automatically if you cancel an order, they will keep your money and make you jump through hoops to get it back.
they cancelled my order and didnt even give me a refund
they say they're going to refund you after about 3 hours of waiting but I had to do a chargeback on my credit card because they never refunded it
The promised 15-30 minutes turns into hours of waiting in reality
The app promises delivery in 15-30 minutes, but finding a driver takes an hour or two, the order is 90+ minutes late even when the warehouse is minutes away, and sometimes it's just cancelled toward morning.
Also delivery says 15 mins but its always closer to 60 mins or more. Just be honest on timings.
orders take about 2 hours until a driver is found
Service started out great, but now deliveries take over 90 minutes. Shouldn't take 90+ minutes when you are 6 minutes down the road.
The FAM membership is pushed on you and impossible to cancel
The interface nudges you into accidentally subscribing to the paid family plan, then charges you for months and even after you've moved out of the delivery zone; there's no way to cancel in the app, and out of region no way at all to stop the charges.
I'm trying to stop the FAM subscription but they have been charging me for the last 6 months even though I was outside the country.
they deliberately make it hard not to accidentally tap the "family plan" option that charges you monthly for the app
There is NO WAY cancel your membership in the app.
A forced 20-30% default tip on every single order
Tips default to 20-30% on top of delivery and service fees, and you have to manually zero them out every time or you accidentally tip; and if the order is missing or broken, they suggest you just stop tipping instead of taking responsibility.
The app update now forces a 30% tip on every order unless you manually type 0% in the box. And now you have to do this EVERY TIME
if you don't tip $10+ you won't get a driver. If your purchase is missing or broken, they suggest not to tip again.
why is the default tip amount 20%+? regardless of price and amount of time... like 30$ worth of items and you want 10$ tip
Groceries arrive spoiled, crushed or stale
Complaints about spoiled meat, moldy bread, crushed berries and out-of-date food; on repeat spoilage they refuse refunds "per policy," turning a mundane annoyance into a food-safety issue.
I bought a loaf of white bread and it was molded when I went to use it not even an hour after buying. And they wouldn't replace it or refund it
in the second order the whole box of strawberries is crushed they didn't provide a refund as per policy
My order was stale and old. 6 out of 6 items Stale is crazy.
Prices 2-3x store level plus a pile of hidden fees
After third-party markups and delivery/service fees it comes out 2-3x more than the same groceries in store — you pay a premium for convenience, and many find it excessive.
app sucks prices are double to triple what you pay in the store.
after third party fees it costs like 3 times what groceries cost at the store
they are way more expensive than any other delivery app
Delivery zones vanish suddenly, leaving paid memberships useless
A nearby warehouse closes or the delivery zone is pulled with no notice — sometimes after you move a couple of miles or pay for a yearly membership — and your saved points and membership simply evaporate.
Location closed near me so I can't use the points i've been saving up
bought year subscription and now they say im too far away, no service in my area. scam
they pulled delivery from my area with no notice and the ai chat bot refuses to refund my fam membership
Broken sign-in and endless ID re-scans lock you out of ordering
Registration and login constantly fail: it won't accept your phone number, foreign country codes or SNAP pin; and the age-verification ID scan has to be redone every single order, even after dozens of successful deliveries.
it never allows me to sign in I spend at least one to two hours just trying to sign in it's ridiculous
Cant login. Always opps something went wrong. Won't accept my phone numver
EVERY DAMN TRANSACTION I HAVE TO RESCAN MY ID AND NO MATTER HOW CLEAR THE PICTURE IS, IT TAKES 30 DAMN TRIES!
Rude couriers, theft and "delivered" without delivery wreck the experience
The flip side — drivers stay silent and rude even with big tips, leave bags outside the gate, mark orders delivered without handing them over, and sometimes outright steal the items, with the service taking no responsibility.
My biggest gripe is the couriers are pretty rude. I've ordered 3 times, each and every time they look annoyed, don't say hi and just ask for my pin
Driver stole a $60 order and GoPuff won't refund me. This is the second major issue I've had
as I was standing waiting for my order it said order delivered and driver nowhere to be seen.