Gousto Reviews

Name: Gousto
Rating: 2.47

2.5 Rating 710 Reviews

33 %

of reviewers recommend Gousto

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Metrics

2.5

Based on 710 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 45%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

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Lee

Vanesa Verna

Gousto 1 star review on 19th November 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Excellent App, great range of meals and prompt well-packaged delivery. The price seems very reasonable and using Gusto saves so much time. I really enjoy Gusto, I can just dive into cooking without the hassle of finding a recipe, making a list and hunting for special ingredients at the shops - Just brilliant”

Helpful Report

Posted 3 years ago

Hi Rob, Thank you so much for leaving us 5 stars! We're so happy to hear that you're enjoying Gousto, and appreciate you taking the time to share your thoughts and kind comments. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Why do you sell your eggs in individual packing... waste of trees and environment not needed cardboard”

Helpful Report

Posted 3 years ago

Hi Samantha, Thank you for taking the time to leave your feedback. Our eggs are packed individually to ensure that they are protected during transit so there is a very small chance that they will break. The packaging that the eggs do come in is fully recyclable. I will also pass your feedback onto our team to look into this further. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“So it all started great, however, deliveries are often late, meaning you are left with mouldy food. It’s really not worth the subscription!”

Helpful Report

Posted 3 years ago

Hi There, Thank you for your review. I am sorry to hear about your deliveries arriving late and the ingredients being unsatisfactory. I would be happy to look into this issues further for you. If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into for you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“A bit surprised by the reviews on here - we've been using Gousto for a few months and whilst we have had a couple of issues with ingredients, they have rectified them to our satisfaction. The menu is so much more varied and interesting than Hello Fresh (which we have also tried) and the food has been delicious for almost every meal (again, unlike some competitors). A few meals have been a bit small but we often add extra veg if we have it. We have had a couple of boxes with single missing ingredients but were refunded for them (and either didn't use them or had our own replacements), & one box that was left in the courier's car for too long so the meat went bad for one of the meals. We were refunded for the whole meal via the online chat with no issues. My only other gripe is that there are usually a lot of loose items in the box and it takes a little while to sort everything into bags for each recipe, but it's not a huge deal - this is the only thing that Hello Fresh do better. Honestly the food has been delicious, fun and easy to prepare, and we've cooked things we wouldn't have tried prior to using Gousto. Their world food options are great, we haven't even tried any of their 'classics' because there's always something new and interesting to go for. Good mix of meat and veggie options too. We have 4 meals a week, and have yet to have the same meal twice. Personally I highly recommend them.”

Helpful Report

Posted 3 years ago

Hi J Chilton, Thank you for taking the time to write this review. It's really lovely to hear what you enjoy about Gousto and what areas we can improve on such as the packaging of our loose ingredients. All feedback is taken on board and we really appreciate your kind words. Thank you once again, and hope you continue to enjoy Gousto! Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Half way through my second box and the quality of the meat is so poor, chicken breast are about half the size of a standard breast, mince is like the consistency of dog food. Won’t be ordering again.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for your review. We're sorry to hear that the meat products you have received from us have not been satisfactory, as we pride ourselves on delivering the freshest and best quality ingredients to your door. I do apologise for any disappointment. I would be happy to look into your comments further, If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into further for you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Had nearly 20 meals now and everyone has been like if says on the menu ,. I wouldn’t be able to get half the spices in our supermarkets that I get from Gousto . Everything always fresh and most of the veg tastes better than I can buy. Keep up the good work .”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. We're really happy to hear that you have been enjoying our service so much and the variety that we have on offer each week. We hope to continue on this journey with you! Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“Gousto have defrauded me out of £47. I resubscribed to Gousto yesterday 7/7/21, selecting to receive my first box on 18/7/21. Today I received a notification that my box had been chosen by a chef and was arriving 11/7/21. I then went on my app and saw that I was also due for a box to arrive on 12/7/21! I cancelled this box straight away but too late for the 11/7/21 which I am told 'cannot be cancelled'. I never signed up to this box and do not want it. Customer service are refusing to give me my money back.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that this has happened and it sounds like there has been some kind of error which I would like to take a further look into for you. If you could you please go to this link http://www.gousto.co.uk/get-help/contact. You will then be able to get in touch with us via email. Please mention my name and I will then be able to take a further look. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“There are so many negative reviews on here and I really feel the need to say we have always had the most wonderful experience with Gousto. We have never had missing items or mouldy food or poor service. The delivery (usuallly by DPD) is fab and the food always arrives chilled and fresh. The recipes are fantastic and theres always so much choice. We have used other food boxes in the past and they just do not compare to the quality that Gousto provides. Its such a shame to see negative reviews for a company who, in my opinion, absolutey do not deserve it. I really think this is a case of people only reviewing when having a bad experience because we cannot fault them! Would 100% recommend Gousto to anyone - please do not let these reviews put you off.”

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Posted 3 years ago

Hi Ellie thanks for the 5* Review!

Posted 3 years ago

“Very poor customer relations, after taking in one of your boxes for a neighbour who failed to collect it, and one of them became very verbally abusive when I asked for the box to be removed from my home, I telephoned customer services on two occasions to ask for the box to be uplifted, on both occasions I was told to dispose of it, but I said that I didn't wish to do that as I could be accused of witholding the box and also I had several health issues and was concerned that as the box had been in my home by now for four days I thought that the contents may be starting to decompose raising environmental health issues. The last services adviser I spoke to was adamant that their couriers only deliver, they do not collect or return. be sure that you don't need to return anything.....it won't happen. This is an edited version of what I really think.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had to endure verbal abuse from one of your neighbours when you have asked for their box to be removed off your property as well as the courier not being able to retrieve the box. The courier would be able to retrieve the order on the day of the delivery, however, they would not be able to do this after the day of the delivery. If you could please dispose of the contents as it does contain fresh food. I would also like to assure you that you will not be accused of withholding the box. My sincerest apologies for this and for the inconvenience caused. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“Outragreous I have tried to cancel my subscription on their app which does not allow you to progress beyond choosing that option. I have gone back in several times just in case it was a one off issue with their app, but no it doesn’t even offer up the help on the app; very suspicious that anything to do with cancelling is not available. I have emailed several times over a period of months to ask them to confirm the total cancellation not even to just pause and in the meantime I have to keep skipping the deliveries to avoid further orders I don’t want . They NEVER acknowledge ; disgraceful. Other competitors are so superior to this in every way, not just the customer service but also the freshness of the ingredients. How do these businesses survive behaving like this ? Astonishing.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've experienced some issued with stopping your subscription. I would like to take a further look into this for you and get to the bottom of this. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and mention my name, I will then be able to look into this for you, Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“What a disappointment your customer service team are. I've got moldy food and you won't refund the cost of my meal, only the cost of the item which is moldy. You've lost another customer, but that doesn't appear to concern you. I shall be putting a claim in with PayPal against you.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you have received an ingredient that is mouldy. We do issue credit for the affected ingredient in hopes that you are able to replace the affected ingredient and still be able to make and enjoy the recipe. On the occasion that you were not able to replace the affected ingredient, please do let us know and we will be able to review this for you. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and mention my name, I will then be able to take a further look. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“I have contacted customer service 3 times now that money been taken from my account, they have said it’a only pre auth for what? Not sure…I have canceled my subscribtion still got charged. Customer service only says they will do and they will solve the issue, I have loged in online, and nothing has been done.”

Helpful Report

Posted 3 years ago

Hi Vio, Thank you for taking the time to leave your feedback. I'm really sorry to hear that this is the case, usually, the pre-authorisation is voided automatically and if this has not happened we are able to void this manually from our end. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and then mention my name. I will then be able to investigate this further for you. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“I checked the tracking at 5pm and the deliver driver was in Downham (fair enough), its now half 7 and having gone round bromley and my house is now back in Downham. I think the food is great, but the deliver is very very poor. I have called three times and twice an American man was very helpful but a lady put the phone straight down on me. Chicken has now been in trainset for over 12 hours.. concerning to say the least.”

Helpful Report

Posted 3 years ago

Hi Hannah, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had such a poor experience with our couriers, this is definitely not the standard of service that we from our couriers. I would also like to apologise for one of the agents putting the phone down straight away, this should have not happened and I would like to get this investigated further. I can assure you that as long as the ice packs have not melted and the chicken is still cold alongside the other items in the cool box, the chicken should be completely fine to use. If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into further for you. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“My last box arrived at 10.30pm at night on an extremely hot day. The box had clearly been sitting in a non-refrigerated courier van all day. I contacted customer services about the late box and said they’d confirm when the box would be with me via email, they never did and then the courier expected me to open my door at 10.30pm at night! Emailed gousto as the meat didn’t feel cold enough and they couldn’t care less if they have food safety issues. In my third email to them I clearly requested details of their complaints procedure and ombudsman details which they have not responded to and that was 3 days ago. I have since paused my subscription given a good company doesn’t want to deal with food safety.”

Helpful Report

Posted 3 years ago

Hi, thank you for your review. I am really sorry to hear that you were not able to use your Gousto box due to the contents being warm. I would like to look into this further for you so we can also raise this issue with our depot team and to work towards preventing this from happening again. Please could you contact us through the help section of your Gousto account/our webpage? and mention my name and that you initially got in touch via reviews. Best wishes, Fadumo- Gousto Team

Posted 3 years ago

“Apalling.service. completed a first order of 4 meals that i was greatly.looking forward too. I m currently undergoing chemotherapy so i believed this would be a quick , easy method of delicious , healthy food. My order day arrived , no items delivered. At this point i had very little in for dinner as i was counting on the meals arriving. At 8pm still no sign , when tracked the order it said that it.could not deliver due to the contents ??????????? Gobsmacked to say the least. Have written an email to Gousto but as yet 24 hours later no reply. Shame as I had heard great things but.i would be very reluctant to use again”

Helpful Report

Posted 3 years ago

Hi, I am so sorry to hear of your negative experience, and would like to look into what has happened with your delivery. If there was a 'contents' issue my understanding is that the box may have suffered damage in transit, but we can confirm this. If you haven't received a response from us as yet, do please come onto our live chat so that we can instantly help resolve this issue. I am truly sorry for the inconvenience and disruption this has caused you. Robin

Posted 3 years ago

“recipes are great, delivery effective and packaging impressive but OMG customer service abhorrent. Rude and inefficient online chat host and no easy way to contact customer service. The website is all over the place if you want anything outside ordering and there is no easy way to contact customer service.”

Helpful Report

Posted 3 years ago

Hi Rita, Thanks for taking the time to leave us your feedback. I'm really sorry to hear that you've had issues and would really like to be able to investigate this further for you. Could you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and select ‘Trustpilot/Google Review’ from the dropdown. I'll help with this and you’ll come through to me. Best wishes - Robin

Posted 3 years ago

“Not even received the food and there's already 2 issues. Best before dates expire before we will have a change eat. At 3pm The parcel hasn't even left Yodel depot that's over 4 hours away. They said they'd contact Yodel who will be in touch in 2 hours, by which time I will have to leave home and buy food for the evening.”

Helpful Report

Posted 3 years ago

Hi there, thank you for your review. I am sorry to hear the shelf life of your recipes is not suitable, we always try to provide the longest shelf life possible and our recommended use by date are on our website before choosing your meals. We will of course ensure your feedback is passed across to our food developers and recipe teams, along with suppliers to see if there is anyway we can increase our dates. If you are still experiencing delivery issues or have not heard back from Yodel/our team. Please could you contact us through the help section of your Gousto account/our webpage? and mention my name and that you initially got in touch via reviews. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Missing ingredients and mouldy items. When complained was told would be refunded for the missing items only. So, two meals ruined due to missing items and mouldy “fresh” goods but only refunded for those items. So ordering Gousto for the convenience means you either have to go to the supermarket to purchase missing items or throw the meals away but you only get refund for missing items. So ordering from Gousto for the convenience of getting home after a hard day at work to cook a fresh meal is out the window as you might have or have not the ingredients and you might, might not have to take a trip to the supermarket to get the missing items. Really this is not what we pay for and not what we expect. Subscription cancelled and will take my custom elsewhere tgat appreciates customers 🤷‍♂️”

Helpful Report

Posted 3 years ago

Hi there, I am truly sorry to hear you’re not happy with the credit/refund offered, please http://www.gousto.co.uk/get-help/contact so we can look for a better way to make this up to you. We take issues with ingredients very seriously and we will follow up on this accordingly. Please get in touch, kind regards Ivy

Posted 3 years ago

“The food is amazing - faultless. Sadly the customer service and rudeness of the staff lets the Company down. An error was made with my order resulting in double delivery at a cost of £60.00. When I contacted Customer services I was told it was my error they would not reimburse or cancel order and any food I couldn’t use due to short dates to cook up, give to neighbours or donate to a food bank. Not helpful when you’re frustrated over an administrative error. Particularly as I believe it was not an error on my part but the customer services advisor would not listen.”

Helpful Report

Posted 3 years ago

Hi Jenny Rose, I am truly sorry to hear this, can you please get in touch with us via http://www.gousto.co.uk/get-help/contact and we will see how we can solve this issue for you. thank you, kind regards Ivy

Posted 3 years ago

“These boxes have totally surprised me. Much better than I expected. It’s great to have no waste and all so easy to do so far. It’s changed the way we eat for the better. Lots of good tasty meals to choose from. So glad we decided to do this. Would highly recommend”

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Posted 3 years ago

Hi Catherine, we are chuffed you are happy with our boxes and meals, happy cooking, Ivy

Posted 3 years ago

Gousto is rated 2.5 based on 710 reviews