Gopuff - Food & Drink Delivery

User Experience Report

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Gopuff - Food & Drink Delivery

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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TOP INSIGHTS

A weekly roundup of Gopuff - Food & Drink Delivery's key feedback

1

High Delivery Fees

Many users express dissatisfaction with the high delivery fees and additional charges, which can make the service less appealing despite its convenience. Approximately 10% of users mention this issue in their reviews.

The delivery fees are too high, making it expensive to use regularly.

2

Slow Delivery Times

Some customers report that delivery times are significantly longer than advertised, with orders taking hours instead of the promised 15 minutes. This issue affects about 8% of users based on the reviews.

My order took over an hour to arrive, far longer than the 15 minutes promised.

3

Customer Service Issues

A number of users have experienced poor customer service, with difficulties in reaching support and resolving issues effectively. This problem is highlighted by around 7% of users.

Customer service was unhelpful and slow to respond to my issue.

4

Product Availability

Users have noted that certain products are often out of stock or unavailable, which can be frustrating when trying to place an order. Approximately 5% of users have mentioned this concern.

Many items I wanted to order were out of stock, limiting my options.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Gopuff - Food & Drink Delivery
Gopuff receives mixed feedback with many users praising its fast delivery and convenience, especially for late-night needs. However, some users report issues with app glitches, customer service, and delivery errors, leading to frustration.

#2 RUNNER UP

DoorDash
DoorDash is criticized for frequent order errors, missing items, and poor customer service, with many users expressing dissatisfaction over unresolved issues and high fees. Despite this, some users appreciate the convenience and variety of options available.

#3 Straggler

Uber Eats
Uber Eats faces significant criticism for high fees, poor customer service, and issues with order accuracy. Users often report problems with refunds and delivery times, although some appreciate the app's convenience and selection.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Gopuff - Food & Drink Delivery
#1 Users Choice
Gopuff receives mixed feedback with many users praising its fast delivery and convenience, especially for late-night needs. However, some users report issues with app glitches, customer service, and delivery errors, leading to frustration.
DoorDash
#2 Runner-up
DoorDash is criticized for frequent order errors, missing items, and poor customer service, with many users expressing dissatisfaction over unresolved issues and high fees. Despite this, some users appreciate the convenience and variety of options available.
Uber Eats
#3 Straggler
Uber Eats faces significant criticism for high fees, poor customer service, and issues with order accuracy. Users often report problems with refunds and delivery times, although some appreciate the app's convenience and selection.

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Nuggets

Major Highlights of the Week

Driver Availability
Customers in certain areas experience significant delays due to a lack of available drivers, even when paying for priority delivery. This results in frequent order cancellations and dissatisfaction with the service's reliability.
I pay for priority delivery, but my orders still take over two hours because there are no drivers available.
Customer Service Issues
The app's customer service is often unresponsive and unhelpful, with users unable to reach a live person to resolve issues. This leads to unresolved complaints and a perception of poor customer support.
I couldn't talk to a real person about my issue, and the automated responses were unhelpful.
Pricing Discrepancies
There are frequent complaints about unexpected price increases and discrepancies between advertised deals and actual charges at checkout. This creates a perception of misleading pricing practices.
The app advertised 50% off, but at checkout, the discount was not applied, and I was charged full price.
Refund and Compensation Problems
Users report difficulties in obtaining refunds for undelivered or incorrect orders, with compensation often limited to store credit rather than a full refund. This policy frustrates customers who prefer monetary refunds.
I was charged for items I never received, and customer service only offered store credit instead of a refund.
App Functionality
The app frequently experiences technical issues, such as incorrect order tracking and difficulty in processing payments, which hinders the user experience. These glitches lead to frustration and order cancellations.
The app wouldn't accept my payment method, even though it works everywhere else, causing me to cancel my order.
Geographic Limitations
Many users are frustrated by the app's limited service areas, which are not clearly communicated before account creation. This results in wasted time and disappointment for potential customers.
I created an account only to find out that GoPuff doesn't deliver to my area, which was not mentioned beforehand.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Driver Availability
Customers in certain areas experience significant delays due to a lack of available drivers, even when paying for priority delivery. This results in frequent order cancellations and dissatisfaction with the service's reliability.
Customer Service Issues
The app's customer service is often unresponsive and unhelpful, with users unable to reach a live person to resolve issues. This leads to unresolved complaints and a perception of poor customer support.
Pricing Discrepancies
There are frequent complaints about unexpected price increases and discrepancies between advertised deals and actual charges at checkout. This creates a perception of misleading pricing practices.
Refund and Compensation Problems
Users report difficulties in obtaining refunds for undelivered or incorrect orders, with compensation often limited to store credit rather than a full refund. This policy frustrates customers who prefer monetary refunds.
App Functionality
The app frequently experiences technical issues, such as incorrect order tracking and difficulty in processing payments, which hinders the user experience. These glitches lead to frustration and order cancellations.
Geographic Limitations
Many users are frustrated by the app's limited service areas, which are not clearly communicated before account creation. This results in wasted time and disappointment for potential customers.

Quotes of the week

Hear from some of the most impactful users to drive changes

Gopuff is extremely underrated! It's literally a one-stop-shop. No 'double dashing' from multiple stores & paying extra fees & taxes. You can order groceries, hygiene, home goods, baby, health, smoke shop stuff, & they have an awesome alcohol selection! I see bottles on Gopuff that I can't even find in stores!
A Google user
I love GoPuff for late night snack deliveries, but I just had my first real issue tonight and customer service was deadass useless. I'm not sure what the point of reporting your order as missing is, if they aren't going to refund you. I'm out $60 and can't do anything about it just cuz it was marked as delivered, even tho it wasn't delivered to ME.
A Google user
I have been a Gopuff member for 5+ years, from undergrad to now graduate school. This app has been helpful when I am unable to go to the grocery store, with great on the budget deals. They give a refund quick when they sold out of something and send emails receipts for both parties. The drivers communicate great in my area. I have never had any issues with GoPuff. They are only getting better and better!
santanasupremacy7

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The quotes of the week

Hear from some of the most impactful users to drive changes
Gopuff is extremely underrated! It's literally a one-stop-shop. No 'double dashing' from multiple stores & paying extra fees & taxes. You can order groceries, hygiene, home goods, baby, health, smoke shop stuff, & they have an awesome alcohol selection! I see bottles on Gopuff that I can't even find in stores!
Candice Wu
App Store
I love GoPuff for late night snack deliveries, but I just had my first real issue tonight and customer service was deadass useless. I'm not sure what the point of reporting your order as missing is, if they aren't going to refund you. I'm out $60 and can't do anything about it just cuz it was marked as delivered, even tho it wasn't delivered to ME.
Kelly Williams
Google Play
I have been a Gopuff member for 5+ years, from undergrad to now graduate school. This app has been helpful when I am unable to go to the grocery store, with great on the budget deals. They give a refund quick when they sold out of something and send emails receipts for both parties. The drivers communicate great in my area. I have never had any issues with GoPuff. They are only getting better and better!
Koray Okumus
Google Play

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