Name: Gousto
Rating: 2.47

“Second non delivery in a month. No message. No notice. Not even acknowledgment that it was missed. The app says delivered. We have infant children and need to be able to plan our week without wondering whether half the food we require (and we’re charged for) will show up. And then we have to chase down the company for any type of action or acknowledgment. This is very poor. Gousto have obviously increased their customer base during lockdown but the service has gone down massively as a result.”

Helpful Report

Posted 3 years ago

Hi Frank, thank you for your review. I am sorry to hear you did not receive your recent delivery or have any notification from us. This is disappointing and we do not want to let you down, so would like to look into this further for you, if you could please get in touch with us by going to http://www.gousto.co.uk/get-help. Thank you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“First order placed and promised delivery of yesterday claimed to have been delivered by Yodel at 4.03pm. We were home but nothing was delivered and our Ring doorbell and also the home CCTV clearly show its not been delivered as stated. Very poor to start and very much doubt will order again even if this bothers to show up”

Helpful Report

Posted 3 years ago

Hi there, thank you for your review. I am sorry to hear you did not receive your first order with us, this is certainly not the service we expect to provide. I would like to look into this further for you and chase this with our courier, please do get in touch by going to http://www.gousto.co.uk/get-help. Thank you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Absolutely awful, ordered 3 meals for 2 this week and every meal was tasteless, poor quality and not a patch on hello fresh! Would never order again really grim and overpriced for the shabby ingredients…Avoid people!!”

Helpful Report

Posted 3 years ago

Hi there, Thank you for your review. We're sorry to hear you did not enjoy the meals, but do appreciate you giving Gousto a go! We understand not for everyone and appreciate your comments. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Customer care should be renamed as Customer Careless1 Not only are the ingredients very bad quality the meat absolutely stinks especially the chicken which would definitely have caused food poisoning if eaten. The eat by dates are 2/3 days after delivery and that’s for 4 meals, I was told by Gousto eat them in the 3 days then and I should have read the description before ordering. The vegetables are virtually rotten and mouldy. I could go on but what’s the point. I got nowhere when I phoned and in a roundabout way was told very bluntly I was stuck with them. Absolutely disgusting products and absolutely worse customer service.”

Helpful Report

Posted 3 years ago

Hi Dave, thank you for your review. I am sorry to hear of the issues you have experienced and the quality of produce not being up to standards. Please be assured that you have full control over your account should you wish to pause or cancel at any time. I understand our team have been in touch on another platform, however if you still require any further help please go to http://www.gousto.co.uk/get-help or our customer care line is 02030111002. Thank you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Gousto non delivery on 30/8/21. Yet another issue with them”

Helpful Report

Posted 3 years ago

Hi Michael, Thank you for your review. We're sorry to hear about your recent delivery not arriving. We would like to look into this further for you, if you could please get in touch by going to http://www.gousto.co.uk/get-help. Thank you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Every box I have had from Gusto has been amazing, quality of the ingredients is second to none and delivery is always on time, as a single mum of 2 it’s not only incredibly convenient but also really good at expanding our taste pallets! Not chicken nuggets and chips every night!! Yipppee, also not once have I ever had a problem with pausing my order or stalling due to financial issues (being a single mum some months are tighter than others ) and not once have they ever taken money from my bank and sent me a unwanted box with recipes I have not chosen. Thanks Gusto me and my children love you and those big red boxes ☺️☺️☺️”

Helpful Report

Posted 3 years ago

Hi Katie, Thank you so much for taking the time to send us a review. This is amazing to hear and we're so happy that Gousto has made cooking times more enjoyable and tasteful! Thank you once again and don't be shy on sharing your creations with us on our social pages. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Always well packaged, good portion sizes, brilliant customer service. And no need to visit the crowded supermarkets, saves us so much time, we'll worth the money.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for sharing your review with us, we really appreciate your kind comments and really happy to hear you're enjoying Gousto! Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Within 6 months I have had 4 boxes not delivered (even though the app states "delivered", possibly help with stats reading well?!). Each time I was offered the price of one meal as credit, all I really want is a box the next day as the family meals have been planned around this. I escalated my complaint but was never contacted. With the latest missed box Gousto actually knew about an issue yet did not email me even though they had emailed other customers. I phoned to complain and again escalate my issue to be told I would be contacted the next day, 8 days later still no contact. Oh, and still no refund. When I eventually recieve my refund my account will be closed. Shocking customer service, Hello Fresh a much better alternative.”

Helpful Report

Posted 3 years ago

Hi Ben, thank you for your review. I am sorry to hear of the issues you have experienced with your recent deliveries. I am also sorry these concerns have not been dealt with appropriately and you are still awaiting a suitable outcome. I would like to look into this further for you to ensure everything is resolved. If you could please get in touch by going to http://www.gousto.co.uk/get-help and using the review drop down and stating my name. Thank you. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Had contacted Gusto and paused my subscription for one week as out of home for a week. Customer service asked me to place my order latest by Sunday with no mention that the cut off time was 12 afternoon. Travelled back home and logged on to Gusto to see that a box has already been ordered and the money taken out. Called up customer service and told them I was not happy with the box selection as don’t need vegetarian options. They have offered me 50% discount on the box but I donot have the option of changing the selection made on my behalf by Gusto.I order non vegetarian options for my son and husband cause I don’t cook fish. If I was informed by the customer service that 12 noon was cutoff , I would have acted accordingly. I have terminated my account with Gusto and am very disappointed .”

Helpful Report

Posted 3 years ago

Hi Priya, Thank you for taking the time to leave your feedback. I am really sorry to hear this. We would have sent a welcome email when you signed up with us explaining the whole process and providing you with key information such as the cut-off dates and times as well as what happens if you miss the cut-off point. Unfortunately, we would not have been able to make any amendments at this stage as the order would have locked into place. I do apologise for this. If there is anything further that you would like to discuss with us, please get in touch through http://www.gousto.co.uk/get-help/contact and we will be able to help. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“Started off well - good recipes and deliveries arrived on time. Latterly some minor issues with food quality for which we received reimbursement. Last week, box did not arrive and when I contacted gousto they just sent an automated incident number but have had no contact despite paying for this box. Contacted them again and received a different automated incident number so have cancelled with them. Good service as long as things go well but beware as you’re left high and dry if things go wrong! Disappointed!”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to get in touch with us. I cannot apologise enough for some of the issues that you have experienced! This is definitely not the standard of service that we aim to provide and I would like to assure you that this is temporary and are returning to our usual service. I’d really like to discuss your comments further, 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’, please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“The recipes were good but there was nearly always ingredients missing. I had to phone numerous times to complain. Last time I was sent two halloumi cheeses instead of ciabatta. Boxes arriving a day late was another problem. The quality of some of the veg was not always high. Shame, a good idea but very shoddy service.”

Helpful Report

Posted 3 years ago

Hi Jane, Thank you for taking the time to leave your feedback. I cannot apologise enough for the inconvenience caused by some of the issues that you have experienced. This is definitely not the standard of service that we aim to provide and I would like to take a further look into this for you. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’, please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team.

Posted 3 years ago

“My partner ordered from gousto today. Box did not arrive. E- mailed them, said they wold get back to me. Never did!!!!”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm truly sorry to hear that you have not received your box and that you did not receive a follow-up email. This is definitely not the standard of service that we aim to provide. I would like to investigate this further. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’, mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“Very happy with gousto company but some of my friends will not join just because there is a luck of keto/low carb recipes. If that will be improved then it will be perfect 😊”

Helpful Report

Posted 3 years ago

Hi Teodora, Thank you for taking the time to leave your feedback. I'm really glad to hear that you've been enjoying our service! Our aim is to have an amazing selection of recipes to suit everyone and our teams are working incredibly hard on this so please tell your friends to keep checking back as no menu week is the same. Best wishes, Klaidas - The Gousto Tea,

Posted 3 years ago

“Had a box delivered whilst out, which was left at the front door, on the street. Have written and spoken to Gousto, on five separate occasions about this. No response! Customer careless!”

Helpful Report

Posted 3 years ago

Hi Paul, Thank you for taking the time to leave your feedback. I'm really sorry to hear this! This is definitely not the standard of service that we aim to provide. I would like to investigate this for you and get to the bottom of what has happened. Can you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’, please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“Absolutely shocking service! Been with Gousto for +2 years. Used to have my delivery on Sundays (pre-pandemic) - had regular issues with missing ingredients. Thought it was just a problem with their weekend packing staff. When the pandemic hit, I've switched to a Tuesday delivery, which was provided by Yodel - I raised my concerns straight away, but was assured that Yodel is much better now. And for a time it was OK. Boxes were delivered very late (1700-1800) , but at least the would arrive. The past month I had issues where the boxes would not be delivered at all and marked "left in safe space" or "put through the letter box" - as I am working from home, there wasn't even a delivery attempt. Every time I would call the customer service team, I would be promised a call-back - that would never happen. After a few hours I would have to call back myself. One occasion I was sent a picture of some random garden where the box was left and had to go out and snatch the box out of the garden from some random person on a street close-by. On other occasions the boxes would just vanish with no picture from the courier. No actual investigation from Gousto side has been done. So done with this company and the inconvenience this is causing...”

Helpful Report

Posted 3 years ago

Hi Seb, First of all, thank you for taking the time to share your experience with us. I can't apologise enough for the disruption you've had to your Gousto boxes from missing ingredients previously to your orders not being delivered to you correctly. As you know from your years as a loyal customer, this is not our usual level of service. We're doing everything we can to overcome these challenges, and we really appreciate your patience. I’d really like to discuss your comments further, 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', please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“SCAM!!! TAKE MONEY OUT OF YOUR ACCOUNT WITHOUT PLACING AN ORDER SCAM!!! We have had 2-3 Gousto boxes and the quality of produce is pitiful. Some items go out of date in a very short space of time and portion sizes (especially the meat) are pitiful. We have now been charged by Gousto for a box that we hadn't ordered. We contacted the customer service who were by no means helpful and simply told us that we had placed the order which is 100% false. Terrible Food, Terrible Customer Service, Terrible Company!!!”

Helpful Report

Posted 3 years ago

Hi there, thank you for your review. Just to confirm, Gousto is a flexible subscription-based service. If you have an active subscription, we ask that you either choose your recipes or cancel the order before it is processed (at 12pm, 3 days before your delivery day). If this has not been done, our chefs will choose recipes for you based on your account settings. If you don’t want an active subscription, you can pause via the ‘Subscription’ tab in your account. So sorry you feel the quality of the ingredients received have been unsatisfactory and I will be alerting our operations team to look into this with our suppliers. If you wish not to receive weekly orders or orders on a frequent basis, you can put the account on pause by going to the subscription tab and then just order one off boxes when required, so you do not need to remember to skip or be sent a box with recipes that may not be suitable. Alternatively fully cancelling the account can be done via the details tab. Once again so sorry for any inconvenience caused. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Been a happy Gousto customer for years, I love the variety of recipes and it encourages us to be more adventurous in our cooking. I switched to Gousto from HelloFresh because the HF deliveries were unreliable. Recently however quality control has totally gone. Every week there are ingredients that are either rotten or end of life, or the wrong ingredient. Once we had the wrong recipe bag altogether. Their solution is to offer a refund of £1 for the bad ingredient, but that doesn't solve the problem of how to make a meal without an ingredient that is sometimes a key component to the recipe. So I've had enough, I've made complaints but still it continues, so going to just buy the ingredients from local supermarket each week and use the recipe cards we have collected over the years. People are clearly putting veg into a box that is not fit for consumption, it's clearly visible, and still it continues.”

Helpful Report

Posted 3 years ago

Hi Tim, thank you for your review. Glad to hear you enjoy the recipes when all is well. I am sorry to hear of the decline in quality control. We always want to pride ourselves on delivering the freshest quality ingredients so you can enjoy your meals to the fullest. I will be flagging your concerns to our operations teams to make our suppliers and quality control aware. If you require any further help or would like any credits/refund reviewing please do get in touch with us by going to http://www.gousto.co.uk/get-help. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“I have mixed feelings on Gousto. I like the recipes, there is a large selection, I’ve learnt to cook things I would never had before, the recipe cards are easy to follow. I have had a few mouldy items but these things happen. My complaint is how they deal with forgotten orders. I’ve accidentally forgotten to order several times, and they send a random selection of recipes instead. Which inevitably I don’t want to eat, so it gets wasted and my money spent. They do send a couple of reminders but gmail often sorts them into “promotions” which I never check, or I get otherwise distracted when I’m busy. Anyway I contacted Gousto to suggest there should be an option in your account to pre-select what happens in the event of your forgetting to order, one of the options being that the order is skipped. They replied saying they don’t have that option. I know, that’s why I suggested it! But I guess it wouldn’t be in their interest as they would lose their £40 for the week. But the same thing has happened again this week and I’ve had enough of wasting money and food so I’ve cancelled my subscription, reluctantly.”

Helpful Report

Posted 3 years ago

Hi there, thank you for your review. Glad to hear what you like about Gousto and where we can improve. As we're a flexible subscription based service if your account is left active and no order chosen or skipped we do send a chef selection box based on your subscription settings, and reminder emails are sent prior to this happening. We do appreciate your suggestions, however this is not something we can do at this moment in time. We do have the option to put your account on pause so this way you will only receive boxes that you order and if your account is paused and you forget to order then you will not be sent a box. You can do this by going to the subscription tab. Should you require any further information or help with your account, please do get in touch with us by going to http://www.gousto.co.uk/get-help. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“Terrible company. My first box had missing and damaged ingredients, which Gousto only refunded as credit, so you have to pay to replace. Second box didn't even arrive. So no food for the week as they can't deliver another box to replace After speaking to online chat, asking for a refund, and saying we didn't want to order from them again....they send us another box and charged us £40 for it. Apparently, we were not specific enough in our cancellation request...! Only offered 50% refund. Smug customer service. Will never touch this company again. Ever. And when you look online, a lot of people are saying the same”

Helpful Report

Posted 3 years ago

Hi Kris, Thank you for your review. I am so sorry to hear your first box had missing and damaged ingredients. Unfortunately due to using external couriers we're unable to send replacements so do honour a refund or credit for the value of these ingredients. Sorry you did not receive your second box and there was some miss communication regarding the status of your account, if the account was left active and an order was not chosen or skipped we do send a chef selection box, once again I do apologise if this was not made clear and there is the option to pause the account or fully cancel. If you would like me to double check your account and help with anything else please do get in touch by going to http://www.gousto.co.uk/get-help, please mention my name and I will be happy to help. Best wishes, Kylie - Gousto Team

Posted 3 years ago

“I cancelled well in advance of my cut off date. Gusto still sent a box, they said because we had chosen recipes, which we did 4 weeks previously, the cancel won't take effect. I have proof in emails showing I cancelled in time, and they admit this. They just say that I can't have meant to cancel because we had recipes picked. The email I got after cancelling said I wouldn't receive any more boxes. They charged £50 and sent a box we didn't want or need. Use hello fresh, they have excellent customer service. This is not an easy one to cancel, they want any excuse to keep charging you.”

Helpful Report

Posted 3 years ago

Hi Dave, many thanks for taking the time to leave us this feedback. So truly sorry about the situation with your subscription and the unexpected order! Generally, if recipes have been chosen and saved for an order, turning off the subscription shortly after wont delete the order in question. For your case it sounds as though you would have needed to click into the order itself, then select 'cancel.' We do try to make this clear in all emails, especially the email confirmation you would have received from turning off the subscription (it states that if you have any pending / confirmed orders, you will need to manually cancel those if you wish). I would be happy to look into your comments further, If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into further for you. Best wishes, Sarah - 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