Gousto Reviews

Name: Gousto
Rating: 2.45

2.5 Rating 721 Reviews

33 %

of reviewers recommend Gousto

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Metrics

2.5

Based on 721 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“No delivery yesterday and it says delivered on my app, was hoping it would be delivered today but it hasn't. No way to contact them either as phone lines are saying no body is available, not happy”

Helpful Report

Posted 4 years ago

“No new years eve delivery in spite of saying dispatched no phone call and no text to say why now no food for new years eve or day tried calling office but closed have also emailed but just generic we have received your email response really didn't want to have to go to supermarket during pandemic thanks gousto !”

Helpful Report

Posted 4 years ago

“No New Year’s Eve delivery, even though showing as dispatched. Very poor customer service. Thanks Gousto for no food on New Year’s Eve and New Year’s Day.”

Helpful Report

Posted 4 years ago

“I had a message saying it was delivered...but it hasn’t been. So no meals from Gousto over new year....brilliant! I also always seem to get a late delivery slot, between 5pm-7pm and it’s always delivered after 7pm which is really annoying!! Really fed up now and will probably cancel and try hello fresh instead.”

Helpful Report

Posted 4 years ago

Hi there, We are really sorry to hear this! Definitely not the kind of service that we aim to provide. If you could pop us a message through our help centre so that we can take a further look into this for you. Best wishes, The Gousto Team - Kai

Posted 4 years ago

“New Year nightmare! Gusto systems problems have left our family without New Year food! Beware if you changes your delivery address. I wont be ordering any more as a 4 to 5 day refund and no offer of a delivery tomorrow is just not good enough after we had our holiday vacation cancelled!”

Helpful Report

Posted 4 years ago

Hi Nicola, Thank you for taking the time to leave your feedback! I am really sorry to hear that you did not receive your box for New Years! If you could pop us a message through our Help Centre, we will then be able to look into this further. At the moment we are, unfortunately, unable to deliver our boxes the following day, however, our team are working on this and hopefully, this is something that we can do in the near future. Once again, thank you for taking the time to leave your feedback as this allows us to improve our service. Best wishes, The Gousto Team - Kai

Posted 4 years ago

“I was recommended this company by a friend who sang its praises. The first delivery was ok but noticed that the dates on the meat delivered were very short. Cooked most of it and the meals were fine. However, subsequent orders had missing ingredients and the dates were aligned in a way that I would have had to have multiple meals in a day. Spoke to customer service who didn't care at all. They simply said 'Sorry for the inconvenience.' When I explained that this was not a suitable response, they simply stopped communicating. After speaking to my friend, she stated that she had also had the same problem with dates. This company bases its philosophy on providing convenience for its customers, however, this convenience is clearly on their terms. Avoid and go to an alternative provider of food delivery.”

Helpful Report

Posted 4 years ago

Hi Roy, Thank you for taking the time to leave your review as this really does help to improve our service! We do apologise for the short dates for some of the recipes that you have had as well as missing ingredients over the next couple of orders! If you could pop us a message through the Help Centre on our website with some further information about this and your experience with our customer care team, we will be able to investigate this further and hopefully make it up to you! Best wishes, The Gousto Team - Kai

Posted 4 years ago

“Tried the plant based meals for 3 weeks. Not very consistent. Missing ingredients and recipe cards. Their reimbursement for missing ingredients is poor -offering a small amount of money on your next order. Will not use again”

Helpful Report

Posted 4 years ago

Hi there, Thank you for taking the time to leave your feedback! I am so sorry to hear that we were not consistent! I will pass this feedback onto our team to ensure that we can provide the best service possible! Best wishes, The Gousto Team - Kai

Posted 4 years ago

“We've recently moved over to gousto from hello fresh as we fancied a change. I'm very disappointed. I was pretty I'll last week. Had the doctors say its possible food poisoning. No idea where from or why but after tonight maybe a good idea. Tonight as I began to prepare a meal opened up the chicken to prep and was met by an awful stench which then made me and my wife wrench it was so bad (chicken still in date) . Our boxes have been un organised and what looks like to be is thrown together. Our previous boxes from the hello fresh was well organised and each meal with all ingredients in one bag and produced fresh. Unlike guosto with produce been in poor condition. We have only tried this for a few weeks thought this may improve but after reading reviews and tonight we will be moving back. People don't waste your money on this disappointing company there are better competitors out there doing a better job.”

Helpful Report

Posted 4 years ago

“No delivery so no dinner for the evening. Although they have given a refund which is appreciated, they have and will not not be delivering the ordered meal. It was the food I wanted, not the refund. If I had not raised the issue, the company wouldn’t have even realised my meal wasn’t delivered. Reading the comments here I can see this is something that other customers have also experienced. I won’t be ordering from Gousto again.”

Helpful Report

Posted 4 years ago

“Regularly had missing ingredients which ruined an entire recipe. A small credit applied for the cost of the ingredient, very poor response from customer care. Should be renamed as customer no care”

Helpful Report

Posted 4 years ago

Hi there, We are so sorry to hear this! This is definitely not the kind of service that we aim to provide. We would like to take a further look into this for you! If you could please get in touch with us through the Help Centre on our page, with some further information about your experience with us, we will then be able to investigate this further. Best wishes - The Gousto Team - Kai

Posted 4 years ago

“Some of the ingredients weren't included in the delivery as I was expected to have them in already. I also did't have the correct cooking utensils as I had no idea what I needed until I was starting to cook! Might work for some but its not for me”

Helpful Report

Posted 4 years ago

“I order 4 days meals for my family, I didn’t do any food shopping as I knew we would have 4 days of teas and on a tight budget at the moment, Iv waited all day and it’s not arrived. Iv phoned up to be told there sorry they didn’t put an order together for me but can credit my Account. I explained we have no food as we was waiting for the box only to be told there’s nothing they can do, I asked if it could come tomorrow and they said no we don’t have the facility to do that. I explained that me and my children have no food and no money as we used the last bit of money to buy the 4 meals at an offer of 50% off which was a great help at this difficult time yet it’s not come, she said she will refund my account it will take 5 working day, I explained we have no food snd no money so need it sooner and was told there is nothing they could do, there was no manager to speak to and no further help for me. Absolutely disgusting I hope no other family have to go through what we are going through”

Helpful Report

Posted 4 years ago

“They changed my delivery day 3 days before due to arrive and this was very inconvenient saying they have too many boxes to deliver that day and totally unable to change even to the day after - I've cancelled my subscription”

Helpful Report

Posted 4 years ago

“Missing ingredients and/or recipe cards every week. Deliveries turn up late in to the evening (so you won't have any food for that day's dinner). Ingredients often going off far too quickly.”

Helpful Report

Posted 4 years ago

Hi Simon, Thank you for taking the time to share your feedback with us! We are really sorry to hear that you have had various issues with missing items within your orders. We would like to look into this for you! If you could get in touch with us via the Help Centre on our page with some further information to this we will be able to look into this for you. Best wishes - The Gousto Team - Kai

Posted 4 years ago

“Been with Gusto for a long time now and have had several issues along the way, usually these get sorted by a small refund but this doesn’t change the fact you still have to go to the shop to buy the missing ingredient or don’t bother with it at all rendering the recipe useless. Last week we received no box at all with no explanation and despite 2 emails to customer services we have had no reply although we did receive a refund of the box, this doesn’t change the fact you then have to make alternative arrangements for the whole week. As a company if you can’t cope with the customer base you already have you should not consider taking on new clients as you will start to lose once loyal clients through extremely poor service. We are now registered with another provider.”

Helpful Report

Posted 4 years ago

“I’ve been let down twice in four weeks by Gousto, appalling customer service, won’t be using them again, been a customer for a long time as well, and meals fairly nice but there are better companies out there”

Helpful Report

Posted 4 years ago

“We paid £6 more for one of our meals this week, and that was Rump Steak! Unfortunately Gousto failed to deliver any Rump Steak with our Box, rendering the meal useless. We paid £17.97 for this one meal and when we contacted Gousto they initially offered a £7 Credit which we didn’t accept, ultimately they increased the Credit to £11.97, which was £6 less than we had paid for the meal that they didn’t deliver! We gave up in the end, their procedures meant that they couldn’t offer any more and we needed to get to the Supermarket to buy ourselves some dinner before they closed. It’s a shame because when they do deliver, the meals can often be really nice but their customer service leaves an awful lot to be desired.. still baffled how our credit should be £6 less than we paid for a product that they didn’t deliver.”

Helpful Report

Posted 4 years ago

“Really poor care for the customers. Sadly the majority of my boxes had an ingredient or ingredients missing. They seemed to expect it and would graciously give you a couple of quid credit which was supposed to make up for the recipe now being impossible to make. I also had two occasions where my box failed to turn up at all which was pretty frustrating after a long day of work having no food and then having to go back out to do the shopping. This was all down to Yodel and their horrendous service. I asked Gousto several times to use DPD instead but they refused because of cost. It’s a shame really that they care about the profit more than their customers and actually in the long run it would be cheaper and better for business. I’ve gone back to HelloFresh anyway who use DPD and care about customers.”

Helpful Report

Posted 4 years ago

“I was enjoying Gousto, however an error with my delivery day forced me to cancel. Absolutely AWFUL customer service via live chat - never had anything like it. Basically accusing me, the customer, of changing my delivery day, when I know full well that I did not. No attempt to retain me as a customer, just incredibly rude and unhelpful. What a shame!”

Helpful Report

Posted 4 years ago

“First ever order with Gousto was set for today. It didn’t appear. At 5pm received an email saying it would now be tomorrow instead. Had day off work and stayed in the house excitedly awaiting delivery. Customer service was basically just sorry for the delay and wouldn’t give a refund for my order. Very poor service. Friends had all expected our review of the food and it’ll not be a good one now. Here starts the fight for my money back as is usual with these companys.”

Helpful Report

Posted 4 years ago

Gousto is rated 2.5 based on 721 reviews