Gopuff Anmeldelser 

I placed an order through DOORDASH. 1 hour it stated it was getting my order ready. Then it said someone would be delivering my order soon. I got a call from puff canceling my order, cuz it couldn’t be found. This is ridiculous, now I’m waiting for my refund of credits. Don’t take orders if you don’t have people to deliver them. No more Go puff for me, they suck

Be careful customer service is horrible!!!! Canceled my order kept the money

Delivery times are constantly underestimated even if you pay for the "direct" to you. Customer service is useless. Things will be packed and take at least half an hour longer than estimated while drivers bounce all over town for previous deliveries. The thing is, they'll show the estimated time to be from the current location of the driver rather than showing that they will be making other deliveries. Even if you choose the "direct to you" unchanged, the estimated delivery time is at least 20mins before the actual delivery time.

Absolute garbage company. They used to be good, but they must have scaled too quickly. Last night we ordered groceries and the frozen items were packed over an hour before pick up. They arrived ruined. We tried to connect with customer service but you end up in a loop with a bot forever then finally in a que. The que last night was 60+ minutes long and today is over 50 minutes. I've tried cancelling my subscription but it won't let me. I'll be reporting them to my CC company.

bought baby formulas. Many cans expired. They won't refund because I didn't catch it within 48 hours of purchase. not acceptable.

My son ordered his items and the driver gets to the door and canceled the items. The tip was 10%, and I literally have them on ring. They didn’t ring the bell or knock on the door. I just received notice at the door it was canceled. Gopuff did nothing to figure out why Omar canceled my items.

To save time I'll simply state what I said in my recent email to Gopuff Support/"Customer Services".

Re DELIVEROO order number: 3750 (29 July 2026 at 1:35 am) from Gopuff, Cardiff

Re STAFF NOT INDICATING ON DELIVEROO APP ITEMS ARE OUT OF STOCK - LEAVING IT CUSTOMER TO CLAIM MISSING ITEM REFUNDS INSTEAD: SCAM.

My order has just arrived from Gopuff (CARDIFF - Cowbridge Road East) - via Deliveroo - and a ridiculous number of the items are missing - but they are NOT shown as out of stock on the app receipt.

The staff are deliberately not removing out-of-stock items off the bill list on the app and leaving it to customers to claim refunds from Deliveroo instead.

This is very poor practice and is not fair on the customer, who then has to see if Deliveroo will agree to refund all the missing items – sometimes they do not.

PLEASE NOTE: Gopuff is the ONLY supermarket that is doing this, and I use many on Deliveroo.

The staff are being told to do this by the manager, I believe, to save time. But this is no excuse because you are breaking the rules and not acting professionally towards Deliveroo or, more importantly, the customer.

Also, this is a SCAM, because customers who do not realise that the items are missing in a large order are losing money - whereas you are profiting from this practice.

I look forward to your prompt reply and reassurance that this shoddy practice - and scam - will be addressed ASAP.

I am not confident that this matter will be addressed because this policy may be an unwritten policy from head office. If this practice does not stop then I will contact trading standards etc.

END OF EDITED EMAIL.

HOW THE SCAM WORKS: Just to recap, this is what Gopuff are doing: the customer orders quite a few things from Gopuff, via Deliveroo but, say, many are out of stock. The picker is then supposed to remove the out of stock items on their Deliveroo tablet, which sends the relevant notification to the Deliveroo customer that these items are out of stock and will be refunded immediately.

However, Gopuff staff at this branch are not doing that, which means that unless the customer notices that items are missing, which he/she has been charged for, they are ripped off – but Gopuff still keeps the cash! This is nothing short of a scam. And even if one or two items are missing, but not registered as missing on a large order, the store still makes a handsome profit from years of doing this.

For example, if someone orders eight large bags of Kettle Chips but only receives seven, and the app has not been adjusted to register this, and the customer cannot be bothered to count the bags of crisps, then over many months and years this scam is generating a handsome pile of unlawful cash for Gopuff. The scam is even more lucrative when it is a very large order and the person simply puts the things in the cupboard without checking everything has been delivered. And, remember, they won't know if the items are missing from the app because the whole point of the scam is that the staff do not tap on to register missing items. It's a very clever but a dirty little scam - and in my experience, this is the only store, among the many I use on Deliveroo, operating this scam.

If Gopuff do not reply underneath this review, then I will assume that they are quite happy for this scam to continue. If that is the case then Gopuff should be ashamed of themselves - and I will be referring the matter to Trading Standards etc.

Very disappointing customer service.

I received a pack of chicken that was clearly spoiled even though it was still within its use-by date. As most people would, I kept the sealed pack refrigerated and only opened it on the day I intended to use it, which was the use-by date. It was obviously off and had to be thrown away.

GoPuff refused to issue a refund because more than 48 hours had passed since delivery, repeatedly referring to their internal policy instead of addressing the fact that the product was spoiled before its use-by date. Fresh food defects like this often can't be discovered until the sealed packaging is opened, so expecting customers to report the issue within 48 hours is unreasonable.
The most frustrating part wasn't the value of the item, but the complete unwillingness to consider the circumstances or engage with the consumer rights concerns I raised. Every response simply repeated the same policy.

Based on this experience, I have little confidence in buying fresh food from GoPuff again. If something is wrong with a sealed product that you only discover when you come to use it, don't expect their customer service to help.

Gopuff has the absolute worst customer service. They promised me a £4 credit for a low-quality product. Now, they say I took too long to claim the credit. Getting customer service from them is like pulling teeth. They make you go through all kinds of hoops, but in the end, you get nothing but anger and frustration!!

I’d give half a star if I could. I ordered from Go Puff a few years ago and it never showed up. They pretended it was delivered. Wasn’t. I thought I’d give them another chance today. This time around the delivery guy was “near me” for about 20 minutes until it turned out he was several miles away. Just drove right by. Go Puff- I hope you go bankrupt. You’re a scam and clearly hire scum.

I haven’t ordered in a long time and wanted to get some snacks because why not— i waited for like forty minutes for my snacks to arrive, and when they did, i checked immediately at the door because I got the notification ‘delivered’, and it wasn’t delivered. nothing. ROBBERY. do not buy from this place. honestly just go to a regular grocery store, not worth the money risk. You disappoint me steven.

I’ve spent £715.05 to be precise on their app. I pay for fam pricing too each month so I subscribe. I’ve never had any issues with them, until I placed an order on the 20th and 22nd of July.
The first customer service person I spoke to apologised for my spoiled gone off rotten chicken and refunded me. I ordered again on the 22nd and Sara decided to tell me there’s nothing that can be done. They didn’t want to help me because the chicken was green, rotten and slimy and smelt like gone off rotten eggs. Absolutely vile that this can cause harm to a person. It’s the 2nd lot of chicken breast and both have the same day of expiry the 26th July. I told them I’ll be going to environmental health and trading standards about this because I want back my money that I’ve spent on the spoiled items that aren’t cheap and they’ve refused. So I’ve now contacted my bank about this. A lot of money and a returning customer but I’ve now deleted my account and will no longer support or fund such a dirty vile place. If I could attach photos I would but honestly avoid at all costs.

Was with Gopuff for a long time, but our last 3 orders had spoiled food. Yesterday we ordered fresh fish that came all smelly and covered in liquid. Today I opened smoked salmon to find it is also all smelly and spoiled. I do not know how they store their products but clearly they are doing something wrong.
I tried to place a complaint so they fix it as this not the first time - support just closed the ticket saying it is outside of 12 hour window. Customer support is extremely unhelpful and rude.

Every time I had to go to a shop or order from Deliveroo, what is the point of your service if you have to order again or go to a shop yourself?

Good luck with attitude!

Go puff? They don’t sell cigarettes in Aurora Co anymore? What does go puff stand for exactly?

I wouldn’t use this delivery company ever again, refused to refund my missing items! Terrible service and over priced items. Really frustrated by the fact that I’ve had missing items and it’s not been refunded.
Would never recommend using this company!

This vendor deserves negative 5 stars for there lack of communication and professionalism. Youd be better off paying for a taxi then to order delivery from this vendor! Don't bother, they delay more than an hour, when you ask where you order is, they cancel your order.

I've used them for a while and thought they were okay, but turns out that's only the case if everything goes right. If they make a mistake, they'll give you the run around.
So what happened was the driver didn't give me my whole order. When I messaged to say I thought he'd missed a bag and could he come back, he read it and didn't respond. Then when I spoke to an agent, at first they said everything was 'scanned' and so had been delivered(surely that just means it left the supermarket?), they wouldn't be providing a refund and if I wanted to take it further, I had to email them; they then ended the chat before I could respond. I had to start a new chat and this time the same person did actually look into it and confirmed I would be refunded, though this would take 5-7 days. Essentially, didn't deliver my items, tried to fob me off and then eventually did provide a refund, without admitting any error on their part or apologising. I'm not confident I'll even get the refund to be honest.

Writing about a Go Puff shop in London who I tried to use with Deliveroo. They took an order of 12 items & sent the rider with only 2 items. Then claimed they delivered all items. Scammed me out of 40£.

Thieving scum. Avoid them as well as Deliveroo at all costs.

Signed me up for a subscription I never wanted or needed and refused to refund me, thanks to my bank I will be refunded, told me they sent a email that never received absolut scam avoid if possible

Groceries arrived with 4 litres of milk spilling over everything. Kitchen rolls soaked with milk unusable, kiwis, mangoes which I wiped. They said I could not get refund as they had refunded me on previous order for broken eggs. No matter what I said they said “sorry for the mess but no refund can be issued due to previous refund”. Also, did not receive my olive oil in previous order and they said no refund as I did not report in time. In Fact to many incidents to report. They are shockingly bad.