Review Insights · Google Play
Gopuff - Grocery Delivery
Gopuff · 87,891 ratings · ★ 4.5
4.5
★★★★★
87,891 ratings
🎯 Build a better version
Top complaints - extracted from 21 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"support"
7 negative reviews mention this · 33% of all complaints
★★★★★ "don't do it, i opted in for the faster delivery which would get delivered in 30 minutes, I waited over an hour and a half for my stuff and I didn't get a refund for the faster delivery. they left all customer support to an AI who will try t…" - Dylan Thomas
2
"service"
7 negative reviews mention this · 33% of all complaints
★★★★★ "I'm not going to use an app that has the AI that makes nonconsensual adult images built into it. Deleted my account once they announced they were adding grok to the snack delivery service." - Steve Havelka
3
"gopuff"
5 negative reviews mention this · 24% of all complaints
★★★★★ "The App of Theseus. After the latest update adding an AI feature, Gopuff's order tracker broke-just a black screen now. I can’t see where my driver is, making the experience unreliable. Until it’s fixed, two stars." - Jam
4
"order"
5 negative reviews mention this · 24% of all complaints
★★★★★ "Consumer Beware. This app has begun ripping off its customers. They auto populate your cart with random bs, and make it as hard as possible to review your cart and tip about before ordering. Recommend switching to Instacart." - Justin Paul
5
"customer"
4 negative reviews mention this · 19% of all complaints
★★★★★ "Consumer Beware. This app has begun ripping off its customers. They auto populate your cart with random bs, and make it as hard as possible to review your cart and tip about before ordering. Recommend switching to Instacart." - Justin Paul
6
"people"
3 negative reviews mention this · 14% of all complaints
★★★★★ "The AI is completely retarded, and you can't search for anything without using the AI which makes the entire app less than useless because it seems to only exist to piss people off." - John Church
7
"review"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Consumer Beware. This app has begun ripping off its customers. They auto populate your cart with random bs, and make it as hard as possible to review your cart and tip about before ordering. Recommend switching to Instacart." - Justin Paul
8
"delivery"
3 negative reviews mention this · 14% of all complaints
★★★★★ "don't do it, i opted in for the faster delivery which would get delivered in 30 minutes, I waited over an hour and a half for my stuff and I didn't get a refund for the faster delivery. they left all customer support to an AI who will try t…" - Dylan Thomas
9
"refund"
3 negative reviews mention this · 14% of all complaints
★★★★★ "don't do it, i opted in for the faster delivery which would get delivered in 30 minutes, I waited over an hour and a half for my stuff and I didn't get a refund for the faster delivery. they left all customer support to an AI who will try t…" - Dylan Thomas
10
"left"
3 negative reviews mention this · 14% of all complaints
★★★★★ "don't do it, i opted in for the faster delivery which would get delivered in 30 minutes, I waited over an hour and a half for my stuff and I didn't get a refund for the faster delivery. they left all customer support to an AI who will try t…" - Dylan Thomas
11
"everything"
3 negative reviews mention this · 14% of all complaints
★★★★★ "don't do it, i opted in for the faster delivery which would get delivered in 30 minutes, I waited over an hour and a half for my stuff and I didn't get a refund for the faster delivery. they left all customer support to an AI who will try t…" - Dylan Thomas
12
"update"
3 negative reviews mention this · 14% of all complaints
★★★★★ "The App of Theseus. After the latest update adding an AI feature, Gopuff's order tracker broke-just a black screen now. I can’t see where my driver is, making the experience unreliable. Until it’s fixed, two stars." - Jam
📋 All 21 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
The AI is completely retarded, and you can't search for anything without using the AI which makes the entire app less than useless because it seems to only exist to piss people off.
Tried to go to bag to pay and it does nothing
don't do it, i opted in for the faster delivery which would get delivered in 30 minutes, I waited over an hour and a half for my stuff and I didn't get a refund for the faster delivery. they left all customer support to an AI who will try to convince you that everything is fine and the world is awesome and there's nothing wrong at all.
Drivers steal from your bag, and there's zero support. Just a chat bot repeating nonsense. The hassle is not worth the convenience.
Lol, the driver just stole the order. The support just started ignoring my messages after first claiming everything is fine. Do not recommend.
do not order ice cream from here ever. No matter what my expected delivery time or if I pay for express delivery my ice cream is always melted. I just think they should stop selling ice cream completely. Especially if they have no way of keeping it frozen.(edit) Taking away a star. GoPuff just cannot get it together. Still having people pay for priority and extending the delivery time well past the time you paid for. DO NOT OFFER PRIORITY IF YOU CANNOT FULFILL IT!
I'm not going to use an app that has the AI that makes nonconsensual adult images built into it. Deleted my account once they announced they were adding grok to the snack delivery service.
used to be good but not worth it anymore, everything has its price increased from the shops, even the deals I got 2 for £10 and the package said 2 for £6 so quite a big price increase.
terrible customer service. they act like they are doing you a favor
Have ordered a few times, accidentally left my driver a small tip and sent her the following message "just wanted to let you know that I meant to leave you a larger tip on the app but wasn't paying attention and I will have a cash tip for you when you get here. Thank you :)" The app flagged my message stating it used "inappropriate language" and refused to send the message. If I can't communicate with the couriers I won't use the service. Support was not helpful at all.
wouldn't even let me get into the app I tried sending in with Google then it asked me for my phone number I do so I enter the verification code that offends me four times each time with a different code and it doesn't work at all for me I'm not changing my review I'm just not going to bother with it other people might have better experiences with the app it just doesn't want to work for me so I'm not going to bother
After months of using this service and dealing with occasional out of date food. I recently had my order lost/stolen, they sent a replacement only for it to be missing 90% of my items. This was a £100 order. They are ignoring all emails, closing chatbot support without helping. Left out of pocket, and no food for the week. Do not use this service, they'll take your money and run. Update to the dev response: they are still refusing to refund me as "all items were scanned".
Worse app I've ever used in my entire life. 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. i wish you could speak to someone that listens. Unfortunately, that's never going to happen.
Sadly, they claim to sell cigarettes. They just don't sell any non filter cigarettes. In the United States anymore. Apparently, the only way you can get them is to buy tobacco, buy some paper. Enroll your own
I’ve received spoiled meat from GoPuff three separate times now. The first time I was refunded, but the next two times customer service refused to help, even after I explained that the meat was clearly unsafe to eat. I was told management would contact me, but no one ever did. This is not just poor service - it is a serious food safety issue. Receiving spoiled meat repeatedly is dangerous and unacceptable. I’m extremely disappointed with how GoPuff has handled this.
Consumer Beware. This app has begun ripping off its customers. They auto populate your cart with random bs, and make it as hard as possible to review your cart and tip about before ordering. Recommend switching to Instacart.
The App of Theseus. After the latest update adding an AI feature, Gopuff's order tracker broke-just a black screen now. I can’t see where my driver is, making the experience unreliable. Until it’s fixed, two stars.
Ever since the unnecessary, buggy, AI-ridden updates, my app constantly crashes, tracking orders only works about 25% of the time, and the experience with this app overall has been poor. This is genuinely so disappointing. I have been paying for the Fam subscription for years because we need Gopuff due to accessibility issues-I am disabled, our household does not have a car, and we are not located near a grocery store. I use Gopuff out of necessity. I would love to see fixes here.
Update: No, I will not to go help/support. They're the customer service that I'm referencing in my review, the reason why I'm posting here. Original: Gopuff has the worst customer service. They don't read anything you report, they respond with the most genetic responses (I'm convinced their agents are bots), you can't get a refund on anything, and even if you get credit on something, you can't report another issue and request another refund, even if you received a previous refund days ago....
very aggressive push of tobacco products they don't even care if you smoke it isn't after the order hurry order more and maybe there is something else but you only get flooded with tobacco products
it has a great app drive and actually service in low quality and often late.
Sentiment summary
88%
Positive (4-5★)
2%
Neutral (3★)
10%
Negative (1-2★)