Gousto Reviews

Name: Gousto
Rating: 2.47

2.5 Rating 709 Reviews

33 %

of reviewers recommend Gousto

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Metrics

2.5

Based on 709 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“No longer good value. 4 new potato sized potatoes for a lamb hotpot for 4 people. Rice quantity of another meal reduced too from 130g to 100g”

Helpful Report

Posted 1 week ago

“Two weeks on the trot delivery failed to turn up. Rather than a refund you are provided with credit on your account. Arriving home from work at 6.45pm and then having to go out and do food shopping - at further cost- is a total pain. The whole reason we have been using Gousto is to avoid having to do food shopping. Will be cancelling my subscription as although the recipes are lovely, delivery is extremely unreliable.”

Helpful Report

Posted 2 weeks ago

“Dodgy checkout practices... I have never used Gousto before and have used hello fresh for 8 years. After a few recent bad experiences there, I wanted to try something new. Gousto were offering 60% off the first box. I selected the recipes, and it came to £23. Great I thought. I clicked through to PayPal and paid. The next screen then tells me that the voucher code was not valid and I got a notification from my credit card app that I was charged £59.99. this was without any prior display of this price. I spoke with chat. They claimed it was because I had previously used Gousto in 2021. I don't believe I did, but more to the point was that they should never have over charged me without displaying the price to me. I was shocked at how poor the customer service was. If I knew my customer service team had a new customer (obviously wanting to swap from a competitor) and were reluctant to help, they would get a serious talking to. So now I'll never use Gousto. I've spent 8 years and around £20,000 with hello fresh and Gousto were not one bit interested in helping solve my issue. Even if I had purchased 4 years ago, you'd still think they would offer a discount to get me back. I'd stay away from them. They take more money than they say, and their customer service is rude and terrible.”

Helpful Report

Posted 2 weeks ago

“Second time they have canceled my order at the last possibly moment on a Monday afternoon. All they offer is a refund and a promise it won’t happen again….. but it does and they have no process for when it does. Don’t waste your time and money.”

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Posted 3 weeks ago

“I've been ordering from Gousto since 2018 and they've never let me down. I think it is value for money because they only give you what they need for the recipes. To make the same meals from the supermarket would be very expensive. As a regular customer they also give me discounts by email which provide even more value for money. I have never had any issues with delivery or quality of produce. I've been able to cook dishes that I never thought I would and they're always tasty.The odd time I have had issues with applying discounts to my account these have always been resolved easily and quickly.”

Helpful Report

Posted 1 month ago

“Bad experience doesn’t begin to cover it! The quality and the amount of the produce is poor and represents very poor value for money. I changed my deliveries addresses initially without incident. However the boxes were delivered wrongly. I attempted to cancel my subscription- however several days later Guosto charged my bank account & is now sending a box to my home address after I skipped a week. Hopeless! I see you want my email address as verification at the end of this review- don’t contact me- we’re done!”

Helpful Report

Posted 1 month ago

“Appalling customer service, soft fruit, mouldy veg. Quality is terrible now. Gave a credit then took it away like a common thief without telling me and apparently wanted photos but didn't ask for them. Gone way downhill. Would not recommend anymore!”

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Posted 1 month ago

“Despite cancelling my subscription a week before the cut off, Gousto put a hold on £38 and a week later although it's pending the money has still not been released”

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Posted 1 month ago

“Customer for 5 years. No incentives or reasons to stay. Quality of food and recipes has massively declined since I joined. I feel it’s no longer good value for money. The recipes are now simple and cheap. Ingredients often mouldy, missing or bad quality. Meat quality has slipped. Ingredients used to feel premium.. they now feel poor quality and basic.”

Helpful Report

Posted 1 month ago

“Terrible customer service delivered tbe wrong item in the box , called them they said it would be pasted on to the distribution team and that was that , I asked will they be in contact, and she just repetitively said the same answer like a politician, all I wanted to know is what was happening ie will I get a replacement or do I need to pop to Tescos , cancelled all my subscription now , what a joke of a company”

Helpful Report

Posted 1 month ago

“Poor quality recipes with produce that was often sub standard. Wouldn’t recommend, much better companies to use for this type of service”

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Posted 1 month ago

“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 1 month 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 2 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 2 months ago

“Meat was just ok . But the veg was terrible . All potatoes were black inside and carrots were soft and bendy. So ad to use my own and was a good job I had some in. So defeats the object of the process. The bag of Kale was open. It was left outside on the floor so when we arrived home their were 5 slugs up the side of the box. Have cancelled my subscription As feel I do better myself”

Helpful Report

Posted 2 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 2 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 2 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 2 months ago

“No contact details!!!”

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Posted 2 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 2 months ago

Gousto is rated 2.5 based on 709 reviews