Gopuff - Food & Drink Delivery

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

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

Delivery Issues

Some users experience significant delivery problems, such as orders not arriving on time or at all, affecting approximately 5% of users. This issue leads to frustration and the need for refunds, diminishing the app's reliability.

Customer Support Frustrations

A small percentage of users, around 3%, find the customer support process inefficient, with dark patterns and fictitious wait times, making it difficult to resolve issues effectively.

Product Availability

About 2% of users face issues with product availability, such as items not being in stock or not delivered as requested, which undermines the app's promise of no substitutions.

Refund Process

A small number of users, approximately 1%, report issues with the refund process, where they do not receive refunds for damaged or missing goods, leading to dissatisfaction.

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 high praise for its fast delivery, wide product selection, and excellent customer service. Users appreciate the convenience and affordability, especially with features like EBT acceptance and late-night availability. However, some users report issues with order accuracy and customer service responsiveness.

#2 RUNNER UP

Instacart

Instacart is appreciated for its convenience and accessibility, especially for those with limited mobility or transportation. Users value the variety of stores available and the ability to use SNAP benefits. However, there are frequent complaints about delivery delays, missing items, and poor customer service.

#3 Straggler

DoorDash

DoorDash is favored for its wide range of restaurant options and generally reliable service. However, users frequently criticize the app for high fees, poor customer service, and issues with refunds and order accuracy. Many express frustration with the lack of transparency and responsiveness from support.

Nuggets

Major Highlights of the Week

Unavailable Substitutes

Customers face frustration when items are unavailable, as there is no option for substitutes, leading to dissatisfaction with promotions like 'buy one, get one for 5 cents'.

Temperature Issues

Deliveries sometimes do not meet customer expectations for temperature, such as receiving items that should be cold but arrive at room temperature.

I ordered wine to be delivered cold, but it arrived straight off the shelf.

Dark Patterns

The app's customer support interface is criticized for using dark patterns, making it difficult for users to get efficient assistance and displaying misleading wait times.

The app is filled with dark patterns when requesting customer support, offering inefficient assistance.

Delivery Reliability

Inconsistent delivery times and occasional non-delivery of orders lead to customer dissatisfaction, despite initial positive experiences.

At times, I don't receive my order on time or at all, leading to cancellations and refunds.

Phone Number Issues

Some users experience issues with the app not accepting their phone numbers, preventing them from using the service.

I can't even use my own number on the app.

Refund Delays

Customers report delays or non-receipt of refunds for damaged goods, affecting trust in the service's reliability.

I never received a refund for damaged goods.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unavailable Substitutes

Customers face frustration when items are unavailable, as there is no option for substitutes, leading to dissatisfaction with promotions like 'buy one, get one for 5 cents'.

Temperature Issues

Deliveries sometimes do not meet customer expectations for temperature, such as receiving items that should be cold but arrive at room temperature.

Dark Patterns

The app's customer support interface is criticized for using dark patterns, making it difficult for users to get efficient assistance and displaying misleading wait times.

Delivery Reliability

Inconsistent delivery times and occasional non-delivery of orders lead to customer dissatisfaction, despite initial positive experiences.

Phone Number Issues

Some users experience issues with the app not accepting their phone numbers, preventing them from using the service.

Refund Delays

Customers report delays or non-receipt of refunds for damaged goods, affecting trust in the service's reliability.

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered from BevMo to take advantage of the buy one, get one for 5 cents. The 2nd wine wasn't available, and there was no option to communicate or get a substitute. So they refunded the 5 cents. That defeats the purpose of why I chose that store and those wines.

AmyS946

Week of April 9th, 2025

The app itself and how to order is great. What makes it horrible is the delivery. At certain times you may not receive your order either on time or at all.

Motor City Love

Week of April 9th, 2025

The application is filled with dark patterns when requesting customer support, offering inefficient assistance and displaying fictitious wait times.

BasultoR

Week of April 9th, 2025

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The app itself and how to order is great. What makes it horrible is the delivery. At certain times you may not receive your order either on time or at all.

Kelly Williams

Google Play

The application is filled with dark patterns when requesting customer support, offering inefficient assistance and displaying fictitious wait times.

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Gopuff - Food & Drink Delivery

Top Insights This Week

Delivery Issues

Customer Support Frustrations

Product Availability

Refund Process

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

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts