Gousto Reviews

Name: Gousto
Rating: 2.45

2.5 Rating 723 Reviews

33 %

of reviewers recommend Gousto

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2.5

Based on 723 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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Anonymous

Anonymous // 01/01/2019

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“Yesterday, I received a Gousto box that I did not order, and noticed that £54.98 had been deducted from my account. I immediately contacted Gousto Customer Services, but was advised to resolve the issue with my bank. Despite requesting that my case be escalated and thoroughly investigated, the agent refused to assist further. I had not placed an order, nor did I receive any emails from Gousto except for a DPD delivery notification on the morning of the delivery. The charge was made to my account without my knowledge or consent. I am extremely disappointed with the poor customer service and lack of accountability demonstrated by Gousto.”

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Posted 9 months ago

“I paused my subscription months ago and I noticed from my online banking I have a delivery coming next week and can’t cancel as outside of the time limit. I did not unpause nor did I receive any emails re upcoming delivery or that I hadn’t chosen the meals. So now I have to pay for 4 meals I didn’t order.”

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Posted 10 months ago

“The 60% discount for first time users mysteriously did not go through when I checked out even though it went through when I initially put the code in, and the system STILL took my money. After I spoke to the customer service team, I now somehow only got 20% off. This company is honestly a joke.”

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Posted 10 months ago

“Love the choice and products. Do not like having to sort through everything as it's not already done so. HATE that if your payment fails you cannot just pay, you have to change payment methods. For that reason, I won't be using again. Which is a shame because I really liked it.”

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Posted 10 months ago

“Chicken is sub standard, veg is left loose in the cardboard box and is hardly fresh. More cardboard packaging than food..”

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Posted 10 months ago

“Scamming and terrible customer service. Takes money and sends unpopular meals with almost at their use by dates - when you raise it they couldn’t care less. Avoid and go with other meal providers. Meals are terrible.”

Helpful Report

Posted 10 months ago

“We have been using Gousto for 3 years now. 5 meals per week for 2 people. We have always had good customer service. Never had a problem with bad quality ingredients and the only time we had one spice missing it was immediately credited off our next box. We like the fact that we don’t have wasted food or half used jars in our cupboard that end up out of date. Also portion control which means we don’t over eat. I don’t understand why there are so many negative reviews on this site???”

Helpful Report

Posted 10 months ago

“I would give 0 stars if I could. Gousto attempted to take payments for a box that had been cancelled and a subscription had been deactivated. This caused financial issues that they couldn’t care less about. When trying to ask for the avenue to make a complained was when I realised just how poor of a company it is. Tried to fob me off with all chats are recorded and an appropriate department would pick it up. I told them I wasn’t happy with that so then sent me to a generic email link where complaints was not an option. After lots of questions it appears they have no complaints procedure and just continued to tell me to use the email link. Even giving me instructions on how to follow the link. 🙄”

Helpful Report

Posted 11 months ago

“I am utterly dismayed and disappointed by my recent experience with Gousto's customer service. For the second consecutive time, Gousto has erroneously taken two payments from my account in a single billing period. This serious error has not only caused significant inconvenience but has also led to financial repercussions for me; the double charge triggered my direct debits to bounce, resulting in additional bank charges that I had to unfairly bear. Despite the gravity of the situation, the response from Gousto's customer service team was shockingly inadequate. When I requested to speak with a manager to resolve the issue, I was informed that none were available. Equally unhelpful was the team leader, who was apparently unable to address my concerns over the phone. Adding insult to injury, my interaction with a customer service representative named Codi was particularly distressing. Codi laughed off the situation, showing a complete lack of professionalism and empathy towards the impact their error had on my financial wellbeing. Instead of offering a solution, I was coldly informed that this is simply "what they do". It is unacceptable for a company to handle customer grievances with such disregard. I am appalled by the lack of accountability and the casual manner in which my serious issue was treated. Gousto has failed not only in their customer service but also in their basic duty of care to a customer. If you are considering Gousto, I urge you to think twice given their apparent disregard for customer satisfaction and financial integrity.”

Helpful Report

Posted 11 months ago

“Brilliant recipes and food. They can’t manage a delivery process and their agents openly lie. Deliveries either come late or not at all. Yes not at all - they literally leave u without food. And then you are left chasing them to understand what happened and to get a refund”

Helpful Report

Posted 1 year ago

“Want to order meals for my son, absolutely impossible. Won't bother trying again.”

Helpful Report

Posted 1 year ago

“Delivery was placed outside the building (flats). I complained and asked for the next delivery to be dropped off at Concierge. They once again left the box outside the building. A lot of the produce was rotten or damaged (rotten apple, peppers, potatoes, damaged tins). I complained and asked for a cancellation. They promised a £4 refund for the produce. Got a £2 refund instead. Date of experience: February 25, 2024”

Helpful Report

Posted 1 year ago

“Up until today, I have been a satisfied customer and have enjoyed using your service. However, I encountered an issue with my latest delivery that has left me feeling frustrated and dissatisfied. I received a box from Gusto and was surprised to find that I had been charged on a different date than my usual subscription. Upon contacting customer service to address the issue. was met with unhelpful responses and was told that I had placed the order myself. I want to clarify that I only select meals when they become available, and I was not aware of any changes to my subscription date. It seems that the charge was processed without my knowledge or consent, leading to confusion and inconvenience on my part. Despite explaining the situation to your customer service team, I was informed that no refund or credit would be issued. This response has left me feeling extremely dissatisfied and undervalued as a customer. As someone who has been loyal to Gusto and has enjoyed your service thus far, I am disappointed by the lack of assistance and understanding provided in this instance. I had hoped for a more positive resolution to this issue. I kindly request that you reconsider your decision and provide either a refund or credit for the charge that was processed without my consent. I believe this would be a fair and reasonable course of action to rectify the situation. Thank you for your attention to this matter. I trust that you will take the necessary steps to address my concerns and restore my confidence in Gusto as a service provider.”

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Posted 1 year ago

“It is sad that in July2022 I rated Gousto with five stars and now that has changed to one star. Their customer service is really terrible!!!!! I have been battling with them for nearly a week now to have a discount code applied to my account. They do not reply to emails, they do not reply to Messages and I have written a negative review on FB but this hasnt resulted in any sort of a response. They now say that they have applied the discount to my account but there is nothing there! It is sad as I was considering returning to my weekly box after a short break but I will now look for an alternative of which there are many!!! Cautionary tale to all!! Date of experience: 12 February 2024”

Helpful Report

Posted 1 year ago

“I waited in all day I checked my box status and it said still with seller so I contacted gousto live chat as I was confused why courier didn't have it as it was being delivered today, in the live chat I was told it is on its way then they emailed me cancelling box blaming the courier when they hadn't even received it themselves I will be ordering hello fresh from now on”

Helpful Report

Posted 1 year ago

“Hi the food from gousto is great. However I cancelled it after the first delivery. They use DPD to delver the food and DPD is appalling. I was in all day they never rang my bell, they left it downstairs in the communal area. Was the driver too lazy to ring my intercom bell. When I contacted DPD they said I had designated my front porch as my safe space. This is not true, my instructions are to leave with my neighbour when I am not in but today I was in. So while Gousto uses DPD I will not return.”

Helpful Report

Posted 1 year ago

“I've been using Gousto for 2 years and love the convenience. I used to spend £££s on a week's shop and waste so much food! These boxes give you what you need. They also give you variety of recipes so you're not cooking the same thing each week! I love Gousto and I think you will too! Use code JOHN42119877 to get an exclusive 65% off your first box, PLUS 25% off all other boxes in your first two months”

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Posted 1 year ago

“Gave me food poisoning Customer service nearly non existent, didn't even offer a refund when they took 2 days of my life because they can't properly store cooked fish.”

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Posted 1 year ago

“The support from the agent was great, as she is just doing her job and therefore can't be held accountable for the poor management of the company in general. However if gusto would like to be a respected company. It would be great if when client's cancel subscriptions and close their accounts that you did not act fraudulently by sending an unwanted box and taking money without consent, as an automatic payment. Therefore I will not be recommending this company to anyone and I will leave the appropriate review to warn others of this.”

Helpful Report

Posted 1 year ago

“Take money without permission and ‘discount codes’ are not valid.”

Helpful Report

Posted 1 year ago

Gousto is rated 2.5 based on 723 reviews