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

“Twice now Yodel have been rubbish at delivery. It is noon and the driver hasn't even left yet. Noway are we going to receive by 7 ! Gousto are not getting a grip as requested.”

Helpful Report

Posted 3 years ago

Hi there, Thanks for taking the time to share your experience and I'm really sorry that your delivery was later than expected. Our delivery slots are from 8am-7pm although the couriers will usually send an estimated delivery window on the morning of your delivery. You will receive an update as soon as your box is scanned onto a van and the driver is out on their route for the day. In some areas, this may not be until the afternoon depending on the shift of the driver but you should still receive your box by 7pm. If you need any further help, please send me a message with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on Gousto.co.uk/Help and select ‘Trustpilot/Review’ from the drop-down menu, I'll be able to help resolve this for you. Best wishes Zara - The Gousto Team

Posted 3 years ago

“Can't believe the negative reviews here. Vs other food boxes Gousto has one of the most diverse menus, timely delivery and cost effective meals ever. i highly recommend. what i have noted is there is this highly vocal group of customers who complain about every little thing but basically they are stingy who don't want to pay the price of a proper meal!”

Helpful Report

Posted 3 years ago

Hi There, Thank you so much for taking the time to share your experience with us. It's great to hear you're enjoying our wide range of recipes available, and are happy with the service we provide. Best wishes - Jodie The Gousto Team

Posted 3 years ago

“I recently canceled my subscription with Gousto (after being a loyal customer for almost 2 years). I can live with the fact that ingredients are missing every now and then or with other human mistakes as mentioned in other reviews. However, I think the way they recently raised their prices is an absolute disgrace. They always used to charge extra for recipes with "premium ingredients" like salmon or steak, but now they also started charging extra for ordinary recipes like rice with chicken. They didn't even take the time to inform their customers about this extra charges or the reason behind it. Extremely disappointed.”

Helpful Report

Posted 3 years ago

Hi Laura, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you have cancelled your subscription with us after being with us for so long. We have always offered premium recipes within our ranges which usually includes recipes such as salmon, steak or multiple proteins within one recipe. This has increased to our new chopped range which takes the need for food prep, as well as us adapting some of our choices to offer more personalised options for meals where possible. This is also displayed on each recipe that has a surcharge on it before popping it into your basket so that you are aware that there is a price difference. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“We were looking forward to trying - out Gusto; but it was a non - starter for us. We were so incensed by the lack of professionalism that we posted our in - depth review on 'TripAdvisor', under the title:- "Not - So - Mucho - Gusto!!" We have only just discovered the so -called email addresses of the executive team; and I wish that I had bombarded every one of them with my feedback. I am now getting emails from people purporting to be Gousto staff apologizing for each cock - up.......not one of them listed on line as a genuine staff member! No doubt you will dispute my email address - just like those I had to deal with; by my TtipAdvisor review speaks for itself.”

Helpful Report

Posted 3 years ago

Hi there, I’m really sorry your first experience with us was so disappointing. We’re working with our factory team at the moment to investigate the system error, so we can make sure this doesn’t happen again. We can’t apologise enough for the inconvenience, it’s certainly not the standard of service we wish to provide, or the first impression we want to make. I'm sorry for the disruption you’ve had to your Gousto box. it’s certainly not the standard of service we wish to provide, or the first impression we want to make. Please know this is not our usual level of service. We’re doing everything we can to overcome these challenges, and we really appreciate your support. Gousto does not use Trip Advisor for reviews. We would like to discuss this issue with you further could you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“terrible. continuously missing ingredients. wrong meals sent. one portion size delivered for a family of four. a product that is supposed to simplify a busy family life, actually made it more difficult. after moaning to work colleagues about my issues, i was to learn i was not alone!!! very poor. would not recommend at all.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I would like to sincerely apologise for the poor experience that you have had recently and I can assure you that this not the standard of service that we aim to provide and our team are working hard behind the scenes to ensure that something like this does not occur again. Just to give you a little context, we are continuing on our mission to feed as many families as possible during this time and to aid with this we have recently opened a brand new factory, but despite our best efforts, we have experienced some teething issues. Please know that this is temporary and we are returning back to our usual level of service. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“I have used Gousto for approx 18 months which has been useful during the lockdown. You pay a premium price for food being delivered to your door but we thought it was a way of providing meals whilst we were shielding. Recently our boxes have failed to arrive on 2 occasions. When you try to sort this you are invited to a 'Chat' box. The chat box is obviously overseas, as is the telephone number available. It is so frustrating when they say that they have compensated you for the non arrival - when in truth all they do is credit the cost of the box to your Gousto account so that you are in a position to use them again. Customer service is poor, and a service which thrives on being 'convenient' is not worth the extra cost of the food in the boxes if you can not rely on it.”

Helpful Report

Posted 3 years ago

Hi , many thanks for taking the time to share your experience with Gousto. I would like to offer our deepest apologies for the trouble you had to experience with your recent Gousto box delivery. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our customers satisfaction. I would like share this feedback with our depot team, so they can further look into this. Could you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Best wishes, Fadumo - The Gousto Team

Posted 3 years ago

“I've been using Gusto for about 18mths and almost weekly. We had a few chicken issues but it was mostly ok. Delivery v good in our area. However, it's become more and more frequent that the quality of ingredients is awful. Spring onions, garlic or cooking onions are normally way past their use but today was the worse..it started with the wrong bits and bobs pack sent for one of the meals but then went to fridge to make one of the other meals to find my lower shelf with 6 packs of Gusto chicken full (I mean dripping on the floor ) of meat juices!! They have said they will replace the bits and bobs pack and one of the chicken packs .. yesterday my fridge smelt awful and I thought it was salad that looked a bit sad so threw it all..today still a bad smell and its the Gusto chicken! We found a small pin hole in one pack but I can't use the other 5 as there is still a bad smell and the amount of juice in the fridge leads us to believe that more packs will have holes so Im not risking salmonella.. if the packs smell bad that's good enough for me. I tried to live chat the above info and three times live chat ended abruptly and at the last chat they were not refunding me the whole box so I've lost 32.00!! So I'm done.. bad quality food with things missing and not to mention the portion sizes which are not enough for 4 adults along with 5 packs of meat being thrown way I'm 38.00 out of pocket”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I can't apologise enough for the poor experience that you've had recently. I can assure you that these issues will be investigated thoroughly by our team and they will do everything that they can to ensure that this never happens again. I would also like to apologise for the chat ending abruptly as this should not happen. I would like to take a further look into this for you, so 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. In the email could you please mention my name. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“Dear Gusto, We had our second box arrive yesterday upon un packing we noticed a lot of the ingredients were past there best, damaged or missing, we have ordered for a family of 4 yet some of the ingredients were only for 2 off people, all the cans provided were dented/damaged, I don't feel the courier could have carried this out. Similar to your another customer we were offered a very small amount to "buy" in the groceries, this is totally unacceptable, we are using this service so we don't have to take unnecessary trips to the shops, the amount offered will not cover the items to replace, we are more annoyed that someone responsible for packing theses good has thought that its good enough to send them on to us, you need to restore my confidence in you”

Helpful Report

Posted 3 years ago

Hi J. Charles, Thanks for taking the time to leave us a review. How disappointing to hear this. We’re truly sorry for the inconvenience and the service you had with us. We would love to look into this further, can you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Please advise us of the missing ingredients. Best wishes, Fadumo - The Gousto Team

Posted 3 years ago

“My box arrived however there were lots of ingredients missing so I am unable to make 2 out of the four recipes. Also, everything was shoved into one box so I had to hunt through it to check all the ingredients were there- not what I wanted after a long day a work!!!! I was offered a partial refund, but that didn’t really cover the hassle of having to go out and buy more food in order to make dinner! I have used hello fresh previously and found that a much better service”

Helpful Report

Posted 3 years ago

Hi Stephanie, Thanks for taking the time to share your experience and I'm so sorry that you've had issues with missing ingredients. This isn't the level of service we expect our customers to experience and all feedback is taken on board so improvements can be made. In terms of the packaging in our box, the 'unboxing' experience is so important to us, and the reason that our veggies, tins and breads etc are loose in the box is so the amount of unnecessary packaging is minimal. I know some customers would prefer their meals to be packaged separately in the box and this is something that I will feed back to the team for consideration in the future. I see you've mentioned that you've been in touch with the team already regarding the missing ingredients, but if there is anything else I can help with please send me a message with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on Gousto.co.uk/Help and select ‘Trustpilot/Review’ from the drop-down menu, I'll be able to help resolve this for you. Thanks! Zara - The Gousto Team

Posted 3 years ago

“I have been a customer since July. l have been extremely happy with the range of recipes and the quality of the ingredients until this last month a lot of the ingredients are on their last leg when the box arrives so I have to eat them in order of staleness also the variety of recipes have disappeared you are putting the same ones in (besides the family favourites) every week if you can't come up with new ones dig into your vaults and choose ones from a couple of years ago. Also PLEASE tell the packers not to put tins on delicate items.”

Helpful Report

Posted 3 years ago

Hi Victoria, Thanks for taking the time to share your experience. I'm glad to hear that you're happy with the range of recipes we offer, but it's disappointing that you've had a decline in quality recently! There are at least 1 or 2 new recipes that are added to the menu every week, and we also release new ranges regularly, such as the current 'Seoul Train' range which contains Korean inspired dishes. A few things have been challenging in recent months such as the opening of a new factory, however I'm told these issues have been ironed out now so you shouldn't see issues in your box much longer. I will also pass the feedback on about the way your box is packed and this certainly isn't ideal if tins are being packed on top of soft items. I'd really love to get this sorted for you so could you please could you send me a message with a breakdown the issues you've had, along with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on Gousto.co.uk/Help and select ‘Trustpilot/Review’ from the drop-down menu, I'll be able to help resolve this for you. Warm wishes, Zara - The Gousto Team

Posted 3 years ago

“They will charge you for a box of stuff you don’t want if you don’t go on the app and pause your subscription. Apparently not choosing any recipes is not enough to signal that you don’t want/can’t use any of it. So wasted £35 and a lot of food.”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry that you received an unexpected order recently. If your subscription is active at the cut off time (12pm 3days before your delivery is due) and you have not selected your recipes or cancelled the box, a chefs selection box will be prepared for you. We do our best to help you manage your orders, we even send out reminder email to ensure you make the relevant changes to your delivery, before the order is processed. I do apologise if this was unclear, If you'd like to discuss it further please get in touch via the help section where you can email us with your details, mention that you've come through from review IO and spoken to me. We'll be happy to look into this further for you. Best wishes - Jodie the Gousto Team

Posted 3 years ago

“Having ordered and worked for Gousto i found both below par despite telling of issues to both. I am afraid it seems Gousto dont have the mentality to sort issues out despite being informed how to sort this Good Luck”

Helpful Report

Posted 3 years ago

Hi Steven, Thanks for taking the time to leave us a review. How disappointing to hear this. We’re truly sorry for the inconvenience and the service you had with us. We would love to look into this further, can you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Please advise us of the missing ingredients. Best wishes, Amina - The Gousto Team

Posted 3 years ago

“Can’t fault the food but will unfortunately be cancelling my subscription due to the amount of times there’s quite a considerable amount of ingredients missing from the box. Sometimes half the box is missing, sometimes only one ingredient but it’s every week without fail.”

Helpful Report

Posted 3 years ago

Hi Katie, thank you for taking the time to share your experience. I’m really sorry about all the problems you’ve had with missing ingredients in your boxes recently. I can appreciate how frustrating this is for you. We’re taking our responsibility seriously to feed as many families as possible during this time. We recently opened a brand new factory to help us do this, but despite our best efforts we’ve been experiencing some teething issues as we get everything up and running. I assure you that this is temporary and our team is working very hard to overcome these challenges, and we really appreciate your patience. Could you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Fresh, good quality ingredients with simple to follow recipe cards = really tasty meals 😋 We are loving Gusto!!”

Helpful Report

Posted 3 years ago

Hi Konrad, Thank you for your great feedback! We hope you continue to enjoy your Gousto boxes. Best wishes, Fadumo - The Gousto Team

Posted 3 years ago

“Cancelled order via website due to work commitments had a message and money come out of my account for a order I cancelled . NO REPLY FROM GUSTO so delivery is going to be stuck on door step for a week also they have sent me a order they think I would like all fish dishes I never order fish as no one likes much fish”

Helpful Report

Posted 3 years ago

Hi Kay, Thank you for taking the time to leave your feedback. I'm not sure what happened there and as you have already been in touch with us, our team will be able to look into this further for you. I would like to apologise for the delay in our response but our team will get this resolved for you. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“Just had our Gusto box of four delivered, seal broken and a bag of olives eaten (empty bag left in box). Can have a refund but no compensation. Have to go out now shopping to buy four days of meals .. very annoying and disappointing.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I can't apologise enough for the experience that you have had with your delivery! This is definitely not how we expect our boxes to be delivered and I can assure you that our team will be investigating this thoroughly. I would like to take a further look into this for you. If you could please get in touch with us through http://www.gousto.co.uk/help and mention my name. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“I have really enjoyed the majority of meals but we have missing ingredients pretty much every week and it's getting to the point where we are going to stop using the service.”

Helpful Report

Posted 3 years ago

Hi Jo, Thanks for taking the time to leave us a review. How disappointing to hear this. We’re truly sorry for the inconvenience and the service you had with us. It’s very frustrating to receive a box and have items missing . Rest assured, we do take these issues very seriously and we would like to assure you that we will do everything in our power to avoid these mistakes. If you would like to discuss this further, please feel free to contact us via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Best wishes, Lottie - The Gousto Team

Posted 3 years ago

“i love gousto! im so surprised that so many people have had bad experiences, i haven’t at all! every meal has been absolutely delicious and none of the food has gone bad in the week, in fact i’ve had the meals after the date they say to have them and it’s still been fine? i’d recommend gousto to anyone, it’s changed my life!”

Helpful Report

Posted 3 years ago

Hi Holly, Thanks for taking the time to share your feedback. We are very happy to hear you are enjoying our service so far and hope to keep you as part of our valued customers. Best Wishes, Fadumo - The Gousto Team

Posted 3 years ago

“First box was great, however many key ingredients were missing on the second box, such that the recipe was unable to be made. Disappointing service as a premium is paid to get the correct ingredients, will be cancelling and looking elsewhere.”

Helpful Report

Posted 3 years ago

Hi John, thanks for taking the time to share your feedback. I'm truly sorry to hear of the issues with your box, this is not the level of service we want you to have. I'm sorry we let you down. Could you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Please advise us of the missing ingredients. Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Have been very pleased with the recipes on the whole. Had one this week that was lacking in taste (Light Creamy chicken, linguine).”

Helpful Report

Posted 3 years ago

Hi Judith, many thanks for taking the time to share your experience with Gousto. I'm so sorry to hear that the light creamy chicken linguine lacked taste. I would like share this feedback with our food team, so they can revisit this recipe and improve it. Could you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Best wishes, Winnie - The Gousto Team

Posted 3 years ago

Gousto is rated 2.5 based on 710 reviews