Name: Gousto
Rating: 2.45

“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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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!”

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Posted 4 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 4 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 4 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 4 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 4 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 4 years ago

“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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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