Gousto Reviews

Name: Gousto
Rating: 2.45

2.5 Rating 721 Reviews

33 %

of reviewers recommend Gousto

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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

“As others have said - customer service is a joke. Our weekly order didn't arrive no explanation ... So no meals this evening and a visit to the supermarket. Apparently we will get a refund will check on this as the box has been held at a DPD depot. Recent boxes fell sort .. missing items and lack of care.”

Helpful Report

Posted 5 months ago

“I ordered a box from Gousto after being offered 50% off. Unfortunately the discount wasn't added to the order. I contacted Guosto who stated they would rectify this within 24 hours. This did not happen. I contacted them again to highlight this. No reply. I emailed again with details and requesting to cancel order. I have contacted them several times since over the past week and still no reply. Most disappointing. Some of the fresh items seemed past their best on arrival too. I won't be using Guosto again.”

Helpful Report

Posted 5 months ago

“My order never arrived so I cancelled it. Then sent emails and instant messages but never had an answer I tried phoning it was not answered so I have cancelled everything and asked for refund but still no answer so I have asked my bank to intervene to get my money back good meals but very poor service. Never again 😡”

Helpful Report

Posted 5 months ago

“I joined Gousto for the first time with a code that was given to me. I ordered food and was overcharged by £7. Sometime later I got an email that was almost accusing me of criminal behaviour because someone had used the code before. So instead of doing what a lot of companies do And saying the code had been used they sent me a very rude email and deleted my account. I’m a 70-year-old retired professional. Never used this company before and can’t believe how they responded . They may respond to my review with all sorts of excuses, but what they did is factual. After seeing the response on trustpilot I contacted Gousto. Spoke to one of the call assistance and they promised to log my concerns basically unable to do anything because of the bureaucracy within this company. This should’ve been an easy and happy experience. Absolutely wasn’t.”

Helpful Report

Posted 6 months ago

“Gousto willingly break UK law and do not care one bit for their customers so I would recommend you to avoid using this company. I recently placed an order for a few pence under £100. This order included 5 meals for 2 people with upgraded meals and several marketplace items also. When the order arrived there were multiple issues including incorrect items, missing items, damaged items, short dated items and issues with quality. And after I initially reported the issues to them I also came across more issues which included steak that was bad and cheese that had grown white furry mould, all of which had to be thrown in the bin. I reported the initial issues to Gousto over the phone and was offered a 50% discount off my next box and a credit of £46.49 to my account. This was a fantastic resolution and I even confirmed it back to the customer service advisor to make sure it was correct and she confirmed it was. A while later, I checked my account and there was some credit but about half of what was offered and no discount showing for the next box. I phoned back in and was told I wouldn't have been offered that and there must have been some confusion. I asked for the call to be listened to which they did and they confirmed that I was indeed correct and that was what I had been offered. There was nothing more customer services could do so I then had to submit a formal complaint. The formal complaints process is a joke and the manager I spoke to via email only (as they refused to speak to me on the phone on two different occasions) was absolutely useless. I even pointed out that Uk law considers a verbal agreement to be legally binding and they could not have cared less. I have now submitted a data access request for my call recordings so I can take this matter forward and will be looking into my options through the FSA, the trading ombudsman and small claims court but it's absolutely shocking that I should have to be doing any of that all because their customer service is a joke. So please, I ask you all to avoid this company like the plague. If you need to use a food subscription service then maybe have a look at somewhere like Hello Fresh instead.”

Helpful Report

Posted 6 months ago

“HORRENDOUS customer service from "Chrisan" who laughed at us and refused entirely to help with our problem of confused delivery addresses. Refused to pass us to a supervisor. Has not refunded our money. This is a scam - appalling!”

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Posted 6 months ago

“No contact details!!!”

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Posted 6 months ago

“I am absolutely disgusted with the customer services received. Especially from the last two agents I have spoken to. I spoke with Abbeygay today, who decided to basically “hang up” on me via Live Chat. She was rude, abrupt, and condescending. I want an urgent update on my complaint raised yesterday afternoon.”

Helpful Report

Posted 6 months ago

“Box was due on Monday delivered the previous Saturday no one home until Sunday night. Short use by inimical email (2 day) then had an email to say check the dates as shorter than we thought obviously all went in the bin anyway as not refrigerated for 2 days left outside. Not happy”

Helpful Report

Posted 7 months ago

“They keep.holding money in my account , we cancelled this weeks box before the cut off and they still put a hold on the money , not the correct amount either! They keep.doing this my wife has been very unwell for the last few weeks and this just adds to the stress come on gousto sort yourself out !”

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Posted 7 months ago

“Dismal company cancelled my box after using legitimate code. Now stuck with no food and and a trip to the supermarket.”

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Posted 7 months ago

“My order didnt arrive but says delivered on my account,customer service chat said as an apology they would refund me. The customer service was the worst I have ever experianced. When i asked why wasnt it delivered, they said it was perishable lol.”

Helpful Report

Posted 7 months ago

“Gousto took money when they shouldn't have. I tried to cancel the order literally 2 hours after they took the order and they said they couldn't and I would get the box and a refund because I was going to refuse the box. They also said they'd put a request to cancel the order through. I even tried to stop the payment from my bank and they still "stole" my money. They offered a measly 20% refund, which I have received. Fast forward to the Sunday, I got an email with a link to DPD stating that my delivery was not going to be delivered. I contacted them straight away and a customer service representative said I would get a full refund in 3-5 days. It's been 10 working days (13 days) and countless conversations and I still haven't received my refund.. I've even raised a case with PayPal and their responses there are awful. The customer service of Gousto is particularly awful. They don't communicate with each other. I've spoken to 2 different people on the phone, 2 via email and another 2 via PayPal and am no further forward.”

Helpful Report

Posted 8 months ago

“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.”

Helpful Report

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

“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

“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 10 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

Gousto is rated 2.5 based on 721 reviews