Name: Gousto
Rating: 2.47

“Third time missing ingredients. Have brought it to the attention of customer service each occasion. A credit is never ever enough when like this evening I wanted to prepare a meal for my wife who’s been at hospital all day caring for her elderly mother . Expanding the Gousto business beyond their capabilities. We’ve been regular customers throughout lockdown. There are others out there that will appreciate our weekly business.”

Helpful Report

Posted 3 years ago

Hi Davies, 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. Please know that this is temporary and we are doing everything we can to deliver our usual level of service. 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

“Constant issues with customer service and quality control. Emailing weekly due to missing ingredients, arguing with customer service because they think it’s acceptable to not offer any compensation on a completely damaged box but to contact their couriers first. The box is still damaged and the ingredients potentially tampered with but Gousto’s main priority is investigating it and not trying to resolve the issue at hand. This happens on an extremely regular basis and has been happening since before Xmas. I’ve been a long time customer with Gousto now and frankly I keep asking myself why I’m still with them. The recipe cards are clearly made by different teams/people as they’re so inconsistent with when to cook or how to cook ingredients. All in all it’s completely downhill for this company and they’ve got a lot of work to get it back to something respectable and by the looks of things they need to do it quickly as there’s a lot of customers here with the same issue. Disappointed and expect the same response from the company making empty apologies and no real improvements being made. Oh well.”

Helpful Report

Posted 3 years ago

Hi there, Thanks for sharing your thoughts with us, sorry to hear you've had a disappointing experience. We've been making some big changes to ensure that issues like missing ingredients don't slip past us again as we totally appreciate how frustrating and inconvenient these can be. Sorry to hear you received a damaged box. Sometimes, if it's not totally clear to us how this may have happened, we may need to investigate this with our courier. This is so we can get to the bottom of exactly what happened and can ensure you receive the explanation and compensation you deserve. Understanding exactly what went wrong also supports us in knowing how best to work with the courier to make sure that doesn't happen again. Our recipe cards are all lovingly curated and designed by our incredible in-house chef's. If you have any feedback on or have noticed any errors with any particular recipes, please let us know so we can check this out right away. Once again, we really appreciate you taking the time to share this feedback with us. Best wishes, Emma - The Gousto Team

Posted 3 years ago

“Recipes are excellent and very tasty (well the ones we select). Missing ingredients, wine etc. however is starting to be the norm rather than the exception and had a burst tin in his weeks box so will be cancelling our subscription. Same because when it works it's really good.”

Helpful Report

Posted 3 years ago

Hi Alan, Thanks for taking the time to share your feedback. We’re deeply sorry you haven’t received the same level of service recently. We appreciate how frustrating this has been for you. I agree how disappointing it must be to have a tin burst in your box, I would like to investigate this 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

“Recipes are delicious and straight forward. Really thoughtful for the Mushroom risotto recipe in that I didn't have a dish which was oven & hob proof, but there was a tip of what to do instead. Would of given a 5 out of 5, but the pepper for one of the recipes and a brown onion wasn't brilliant quality.”

Helpful Report

Posted 3 years ago

Hi Angela, thanks for taking the time to share your feedback. I'm really pleased to hear that our food developers "tips" was really useful. I'm really sorry for the quality of the pepper and brown onion. 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

“First pack was great. I'm new to Guosto and I have several companies so finding time for a shop is almost impossible with my hours. I've tried KBK which was good but the meat quality was poor, it's double the cost of Guosto. I'm on my fourth box at the moment, boxes 2 and 3 were really frustrating. I can see from other reviews that I am not the only person suffering from missing ingredients and meat/veg going off within a few days. I even have my fridge on the coldest setting with a boost and its almost icey in the back. The veg is still going off and the meat will start to stink within 2 days of the box arriving. Veg generally starts to wilt within 2 days if it's not already dying with the box. The have packed bags of leaf based veggies which don't do so well as they sweat within the bag too, so if you open the bag while in the fridge it will last longer. The missing ingredients have occured in almost every meal ordered, and it's normally fine to miss a lime or something small, but its really crucial ingredients like cornflour for thickening the sauces for meals which makes you end up with some watery crap, even if you cook the water down. On one occasion I had so many missing ingredients that I had to take them from another meal plan, which left me with an incomplete meal at the end of the week which was binned basically. I'll keep trying it out for a few more weeks and see what happens, but my guess is that the veg is bought from other companies that need to scrap their produce and same with the meat, getting discounts on consumables which are about to go off. It's a risky business, only takes one instance of meat to go back to get someone really sick or worse.. potentially fatal. This is what concerns me the most so I don't order any chicken from Gousto. Taste: Always great to be honest, sometimes it's good to add an extra onion or salt, but the meals do taste very good.”

Helpful Report

Posted 3 years ago

Hi Arnie, thanks for taking the time to share your feedback. I’m so glad you find the recipes tasty. We’re deeply sorry you haven’t received the same level of service recently. We appreciate how frustrating this has been for you. I can’t apologise enough for the disruption you’ve had to your Gousto boxes. 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. Thank you for giving us another chance. Please know that this is temporary and we are doing everything we can to deliver our usual level of service. 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

“AVOID! Terrible customer care, no regard for your chosen meals, missing ingredients, and ingredients that go off way before the week is out. There are plenty of other meal delivery services, go elsewhere and save yourself money and headache!”

Helpful Report

Posted 3 years ago

Hi There, 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 and poor quality ingredients. 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, Amina - The Gousto Team

Posted 3 years ago

“Food quality is hit and miss, as are the recipes. Customer services are truly awful and don't reply to you. Pause your subscription? They will still charge you and send you boxes - cancelling is a nightmare!! Seriously avoid this crooked company!”

Helpful Report

Posted 3 years ago

Hi There, Thanks for taking the time to leave us a review. I'm truly sorry to hear that you were unhappy with the service. Rest assured, this isn't the level of service we strive to provide here in Gousto. I would love to look into this 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, Amina - The Gousto team

Posted 3 years ago

“Food is absolutely amazing !! So much different variety and options to choose from and they are all delicious. Delivery is always perfectly on time and I very much enjoy making their recipes. I have unfortunately had one ingredient missing from one of my boxes but Gousto dealt with it so quickly and gave me extra credit for my next order , they were great. I should say that we are a household of 2 and were ordering the 2 persons box for a couple of weeks but we have had to change it to a box for 4. Although we now have some left overs the box for two is just not enough food especially when you throw a hungry man in the mix !”

Helpful Report

Posted 3 years ago

Hi there, thank you for taking the time to share your feedback. I'm so glad yo hear that your enjoying Gousto. I'm truly sorry for the missing ingredients in your box. I will pass on your feedback regarding the portion size to our food team so they can look in to this. Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“The first box I ordered from Gusto a couple of weeks ago I was very, very impressed. However, the box I have just received there where a few packets where opened and a packet of chicken absolutely stunk like it was off and looked brown. The date on the pack was well in date.”

Helpful Report

Posted 3 years ago

Hi there, thanks for taking the time to share your feedback. I'm truly sorry to hear of the issues with your recent 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 Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Was a real fan of Gousto but had issues over the past 4 weeks. Poor ingredients or missing ingredients and even missing bags. This is because of a new depot and I understand there are teething issues but it’s been 4 weeks now. Really not good.”

Helpful Report

Posted 3 years ago

Hi there, 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. You're so right about the new opening of our new factory. 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

“LOVE LOVE LOVE!!!!! Meals are easy to make with step by step instructions. Ingredients are packaged as fresh for the fridge and small ingredient bags for every recipe. I am eating far more healthy food, with great tastes and haven’t found anything a challenge to cook. And what I make actually looks like the picture cards!!!! Cannot recommend enough. Gousto delivery day is the highlight of my week”

Helpful Report

Posted 3 years ago

Hi Lynn, thank you for taking the time to share your experience. It's so wonderful to hear you're enjoying making Gousto recipes and loving the meals. Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Very happy . Good quality ingredients and good recipes.”

Helpful Report

Posted 3 years ago

Hi Anthony, thank you for taking the time to share your feedback. I'm super excited to hear of your enjoyment with your Gousto recipes. Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Not enough potatoes for both recipes (said we needed 6, only 5 in box)”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry to hear that you had missing potatoes in your box. This is not the level of service we want to provide to our customers. 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

“Recently started using Gousto and I have been having issues with nearly every order. Missing ingredients Late deliveries Unable to add a meal to an order without removing existing meals what then became unavailable. Contacted support and the answer was essentially computer says no!”

Helpful Report

Posted 3 years ago

Hi Sam, first of all thank you for taking the time to share your experience. I can’t apologise enough for the disruption you’ve had to your Gousto boxes. This is not our usual level of service. We’re doing everything we can to overcome these challenges, and we really appreciate your patience. 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. Please know that this is temporary and we are doing everything we can to deliver our usual level of service. 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

“I’ve had gusto for a few months now, and ever since I started the subscription I’ve had missing ingredients. One box even had missing ingredients for all 3 meals! The customer service is rude and very terrible, if you don’t select your meals in time they will automatically charge you the highest price and send you 4 meals you don’t even want. If you ask for a refund they will say you are past a ‘cut off period’. And flat out refuse, which is so great for a person who works part time in a coffee shop and is trying to start her own business (I don’t have much money and this has happened twice now).”

Helpful Report

Posted 3 years ago

Hi there, I’m really sorry your first experience with us has been 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. Thank you for 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

“Used to have a great experience with Gousto and but it’s been a shambles for the last 3 months with most of our weekly delivery missing ingredients. I think we’ve only had 2 boxes that have been correct since before Christmas. Will be cancelling our subscription as keen to explore other food boxes now as it’s beyond frustrating”

Helpful Report

Posted 3 years ago

Hi Philippa, Thank you for taking the time to leave your feedback. I can't apologise enough for the disruption that you've had with your Gousto boxes. As you know from being a loyal customer, this is not the usual level of service that we aim to provide. We're doing everything we can to overcome these challenges and we really appreciate your patience. If you could get in touch with us through http://www.gousto.co.uk/help and mention 'Review' and my name, I will then be able to take a further look into this for you. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“We’ve been getting gustos since last September and it started out really well, but in the last couple of months it’s gone down hill significantly. We used to get the boxes around lunch time every Monday but now we have delivery men calling at 9/10pm which is crazy. We also consistently have missing ingredients, at the moment we seem to be having to contact customer services every week because of missing key ingredients. Not sure how much longer we’ll be using this service sadly.”

Helpful Report

Posted 3 years ago

Hi Olivia, I really appreciate you taking the time to let us know about your experience with us. I am sorry that you've had items missing from your last few orders, this is something we're very aware of, and are doing absolutely everything in our power to get in front of and prevent from reoccurring. It seems our newest factory has had some issues as we have increased it's capacity to keep up with our effort to feed the nation during the pandemic, but as the error rate continue to drop we are sure that we'll be back to the level of service you're used to in no time. As for the deliveries arriving so late, I cannot apologise enough for this and would really like to look into it further for you. Please get in touch with us through http://www.gousto.co.uk/help And mention my name. Best wishes, Jodie - The Gousto Team

Posted 3 years ago

“The recipes are great in the main. Really easy to follow and very tasty. The main complaint is that on a weekly basis there is always something missing out of the ingredients box which makes it very difficult to make some of the dishes especially when it’s tortillas which are supposed to be used to make enchiladas! Not very happy and escalated this weekly to the company”

Helpful Report

Posted 3 years ago

Hi There, Thanks so much for taking the time to tell us about your experience. I'm so glad you have enjoyed your recipes for the most part. I completely understand your frustration with the missing ingredients recently. This is something we are very aware of and are doing everything in our power to get in front of and prevent from happening going forward. The issues seem to mostly stem from the opening of our newest factory, as we have increased it's capacity in our efforts to feed the nation during the global pandemic. We are monitoring this very closely and continually see the error rate dropping, therefore we are positive that we will be back to our usual high standards very soon and appreciate you bearing with us during this difficult time. Best wishes, Jodie - The Gousto Team

Posted 3 years ago

“I have been a Gousto customer for a long time. A box a week. Never had any problems. In the last month I’ve had ingredients missing from most boxes. Today no box. Promised by customer services at lunchtime it was definitely coming. Promised by customer services twice this afternoon they would get back to me in 15 mins. Finally reached out through Twitter at 19:50 to be told no it wasn’t coming and have £10 off your next box. They just seem to think that throwing miserly credits at unhappy customers equals good service. I wonder if wonderboy Timo is proud of how his company is going down the pan?”

Helpful Report

Posted 3 years ago

Hi there, I’m so sorry to hear you've had issues with missing ingredients and that your delivery didn't arrive. I assure you we take missing Gousto boxes very seriously. We work closely with our couriers to investigate all delivery issues and do all we can to make sure your boxes arrive safely as we appreciate how inconvenient a missing box can be. I'm sorry to hear about the level of care you've received from our customer care team, that's really disappointing. We'd really like to look into this and try to make it up to you if you could please click ‘Get in touch’ on Gousto.co.uk/Help and select ‘Trustpilot/Reviews’ from the drop-down menu. My apologies again for this disappointment experience. Best wishes, Emma - The Gousto Team

Posted 3 years ago

“Poor operations management, either my order doesn’t arrive or I have ingredients missing on a weekly basis! Unreliable service considering the price !”

Helpful Report

Posted 3 years ago

Hi Aj, I'm so sorry to hear that you have experienced some issues with your orders recently, this is certainly not the kind of service that we aim to provide. We're taking our responsibility seriously to feed as many families as possible during this time. We've recently have opened a new factory to help us progress with our mission but despite our best efforts, we've experienced some teething issues while getting things up and running. Please know that this is temporary and we're doing everything we can to deliver our usual level of service. We really appreciate your patience. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

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

Gousto Reviews