Gousto Reviews

Name: Gousto
Rating: 2.44

2.4 Rating 731 Reviews

32 %

of reviewers recommend Gousto

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Metrics

2.4

Based on 731 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

“The food itself is really good with prompt delivery, good taste and good quality ingredients. However their customer service is HORRENDOUS! Especially a lady named Princess (real name, not being sarcastic). I asked for my box to be cancelled on the chat function. Waited 10+ mins and Princess still had not confirm if it has been cancelled, so I asked her to confirm. Princess replied "the box has been cancelled". Then why didn't she confirm to me? My account was also charged twice without my permission. Again, I checked it with Princess but her reply was extremely unhelpful, she also doesn't show any initiative to help me solve my queries. I expressed my frustration at their system and her attitude, not only she didn't apologise, she got even ruder afterwards. So I phoned their office to lodge a complaint and reconfirm that my box has been cancelled. The lady on the phone told me that my box cannot be cancelled as I've committed to it, even when Princess has confirmed that the box has been cancelled! Still waiting for them to get back to me, but I'd never want anything to do with this company ever again! In such competitive market, you can find soooo many other providers like Hello Fresh, Mindful Chef, Simply Cook, that would go above and beyond to make sure you have a wonderful customer experience.”

Helpful Report

Posted 4 years ago

Hi Tina, my apologies for the length of time it has taken us to respond to you, I'm also sorry for the experience you had with us. I would like to talk this through with you. 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

“Don’t bother!! First time ordering and I was so excited! Email said my box would arrive between 8am & 7pm, when 7pm came but my order had not arrived I called and was told that my box had not left the warehouse! Not ideal as I hadn’t received any update and was left with no food at 7pm at night! The customer service agent told me that she was taking personal responsibility to sort this and compensate me accordingly, I was promised an email that would keep me updated regarding my order: and hopefully it would be here tomorrow! I did not recieve the email so called back and spoke to another agent who was even less help, long weird silences and mumbled communication and put me on hold for 5/10 minutes at a time insisting that I reboot my phone as it was most definitely sent to the correct email; very patronising when I know how to refresh an email! When I insisted this be sorted this evening and that I would not be fobbed off; another agent took over and promised to resolve the issue. This lady obviously knows how to correctly type an email address as her email arrived straight away. All in all spent 1 hour 45 minutes to gousto and I’m still none the wiser about when I will be receiving my food; even though the money has gone from my account! Disgusting service! A big complaint is on its way! No food, young family ...and not coming off the phone at 8.30pm: after 1 hour 40 minutes trying to get assistance! shocking!! If your reading this; try hello fresh!! I hear they have better customer service!”

Helpful Report

Posted 4 years ago

“Don't even bother looking at gusto as an option! They start out well but sadly they can not sustain this! My last box had a full recipe missing plus other bits of other recipes missing. I now have to take my hungry 17 month old son out in the snow to the supermarket as we have nothing for his tea thanks to gusto! I'm appalled at their lack of understanding and empathy. When you ring and speak to "customer services" you get told you have their sincerely apologies but that's all they can be bothered to give you. Horrendous customer service and terrible all round service! Try Hello fresh or one other the other box delivery services as they can't be as bad as Gusto.”

Helpful Report

Posted 4 years ago

“Terrible first impression! I thought a weekly meal box would be a great way of learning some new recipes and reducing my trips to the supermarket, which seems sensible at the moment. I was going to use Hello Fresh but Gousto had an enticing special offer on the first four boxes. The recipes looked good so I ordered my first box at the weekend and it was due to arrive today. I had an email yesterday saying the box would arrive today between 8am and 7pm. Nothing arrived so I contacted customer services who told me there had been a system factory error, so why they couldn’t have contacted me as soon as the error occurred I don’t know. I’ve been issued a refund on the box as it apparently won’t now be delivered at all. So I’m off for a late night trip to the supermarket to get meals for tonight and the rest of the week. I’ll give them a chance next week but if there are any issues I’ll be cancelling my subscription and move to Hello Fresh!”

Helpful Report

Posted 4 years ago

“Been loyal for over 3 years. So disappointing. Ordered 4 recipes but can only cook one as multiple missing ingredients. What has happened? So very sad. Customer service solution - here’s a credit! Can’t eat credit, and options to buy missing ingredients currently limited. Will think seriously about continuing. Are you overwhelmed by demand or just plain greedy and now no longer have any care for quality, service or your loyal customers?”

Helpful Report

Posted 4 years ago

“Boxes fail to arrive. Paid for on a Monday. Notified on a Thursday morning the box is on its way. Then get an email late on Thursday night to say the box is not arriving. Or they don’t even bother to tell you the box isn’t arriving. End up with no food despite paying for it and then need to pay extra expense for a takeaway because the family need to eat. This has happened repeatedly since January. Gousto then take ages to answer the phone; no manger is ever available to offer an explanation or a resolution. They don’t respond to DMs either (I send a message last night at 7.45pm when they emailed me to say my box wasn’t turning up. By 11.30 this morning Gousto hadn’t bothered responding. They have no interest in customer service; their only interest is in taking your money....they’re certainly in touch quick enough to ask for that. But any issue then they’re impossible to contact) Just avoid them. I’ll be changing to a different delivery box now...been a customer since 2018 but I am sick of their incompetence.”

Helpful Report

Posted 4 years ago

“Ordered for the first time, was looking forward to my first box. Couldn't select a time slot for delivery so went for the standard got notification to say was out for delivery contacted to say that I wouldn't be there after 6pm please.could deliver before as it's my works address and no secure place to leave and no neighbours to be told the driver couldn't be contacted I get home 20 minutes later receive a notification your box has been left in a secure place which was at the side of my works under a pallet which when I got to it was soaking wet because it had been raining and we are near a railway so have rats running around so the box went in the bin! Emailed customer services 3 times no response. I appreciate they are busy but frustrating”

Helpful Report

Posted 4 years ago

“We recently returned to ordering with Gousto after a break in late 2020. I have no idea what has gone wrong in the intervening period but the service re: the boxes is now diabolical! Boxes don't arrive on time (I had one box arrive on a date I hadn't placed an order so had double grocery bill for the week!) Every box has missing items or recipe cards. I receive multiple emails saying a recipe has changed or an ingredient changed to find it hasn't. I even receive emails about meals I haven't ordered! Customer services says it's a new warehouse & teething problems but I wouldn't recommend to anyone. We are returning to Hello Fresh...”

Helpful Report

Posted 4 years ago

“3 boxes in a row were either missing ingredients/ and, or rotting inedible produce. I run gusto and hello fresh. Hello fresh is by far superior I’ve never had a problem. Gusto are just rubbish compared”

Helpful Report

Posted 4 years ago

“Of 5 boxes I had, 1 was late, 1 never arrived, 3 had items missing, cards missing, have given multiple chances but just too many errors and no food for the week again!”

Helpful Report

Posted 4 years ago

“The customer service is a joke. I have been a customer for over 3 years now and I’ll be moving to some other provider. I’m disappointed is the treatment and waste of my time and money! I’m actually discussed in this level of service and waste of time. I spent almost and hour trying to get a refund on the meals that were wrong. Missing over half the ingredients on one and the wrong meal and even wrong card delivered. I am single parent trying to make one part of my life easier with this subscription. They have declined since covid drastically to the point it’s at least something every week that’s wrong and an hour on the phone to get £1.5 per item off your next box!!!”

Helpful Report

Posted 4 years ago

“First and last time I will order from Gousto. Very poor communication. Courier did not deliver. I had to contact customer services to find out the second delivery date would not be honoured. I asked twice if the food would be kept refrigerated whilst with the courier the answer I got was “it will be stored correctly”. Refused to confirm if it was refrigerated. Asked for a refund and cancelled my subscription”

Helpful Report

Posted 4 years ago

Hi Amanda, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had such a disappointing first time with us. We're working with our logistics team at the moment to ensure that a similar issue like this does not happen again. I 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. Best wishes, Klaidas - The Gousto Team

Posted 4 years ago

“Awful experience. Ordered my box for 2 adults, 4 recipes and an extra item from the market. The box arrives on time - looks great on first glance. When I started unboxing and checking the items received I noticed some of the ingredients were missing and my market items were not with my order. The meals for 2 are small... I have tried to contact Gousto for a refund for my missing items and no answer! Do not recommend.”

Helpful Report

Posted 4 years ago

Hi Leigh, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you were missing ingredients as well as the extra items that you have added to your order. I can assure you that this is not the kind of service that we aim to provide. I would also like to apologise for the difficulty that you have had in getting a response from us, we are usually quite quick in our responses! I would like to take a further look into this for you and if you could get in touch with us through http://www.gousto.co.uk/help and mention my name 'Klaidas', I will then be able to look into this for you. Best wishes, Klaidas - The Gousto Team

Posted 4 years ago

“Box never turned up. I had to call customer services to be told a refund would take 5 days to reach my bank. I now have to go out and spend more money to get food for the week! Shame on you Gusto in already a challenging financial time you are letting people down. Cancelled my account and good riddance!”

Helpful Report

Posted 4 years ago

Hi Kelly, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have not received your order. I would definitely like to take a further look into this for you. If we do issue a refund, it can take around 3-5 working days to reach and this depends on how quickly your bank processes refunds. Most of the time, we have found refunds to be in the account sooner. Please get in touch with us through http://www.gousto.co.uk/help and mention my name 'Klaidas', I will then be able to take a further look for you. Best wishes, Klaidas - The Gousto Team

Posted 4 years ago

“Box never arrived. Contacted Gousto and they are going to email with news. It has been a few days now and no news...”

Helpful Report

Posted 4 years ago

Hi Natasha, We are really sorry to hear that you have not yet heard back from our customer care team! Could you please pop us a message either through live chat or through the help centre on our website and so that we can get this resolved. Best wishes, The Gousto Team - Kai

Posted 4 years ago

“was so looking forward to my first order but unfortunatly its been a very stressfull experience so far. sent messagage saying box deliverd to a neighbour but unfortunitly its not even on the right street. used contact details on the website and conected to an indian call center, who told me they could not contact the drive and it would take them at least 24 hours to sort it out. I asked if I could have my money back because now i will need to go shopping for food and was told they couldnt do that. so Joe Wickes. glad its made things better for you but what about sorting out all the problems with delivers so the rest of us can have a strees free life. this will be my fist and last order.”

Helpful Report

Posted 4 years ago

“My flight has been rescheduled, therefore I have requested the order to be cancelled 4 days prior the delivery. I did not even ask for a refund, but just not to deliver it by my door as I will not be in the flat. gousto have told that they can't do anything at all as order will be delivered by Yodel and it takes them 3 working days to contact yodel. I have requested the tracking number and contacted yodel myself (took me 5 minutes) who could not find the order in the system and strongly advised for Gousto (the sender) to contact them and sort it out. Going back to Gousto now to try to resolve this, but the customer is appalling and all I am being told that they cannot do anything. Disappointing.”

Helpful Report

Posted 4 years ago

“Delivery a day late, tins dented, wrong recipe card, no mint sauce or bay leaf, 3 x beef mince only instead of 2 x beef mince and 2 x lamb mince. Ridiculous.”

Helpful Report

Posted 4 years ago

Hi there, We are really sorry to hear this! Definitely not the kind of service that we aim to provide! If you have not done so already, please do get in touch with us through the 'Help Centre' on our website so that we can investigate this and make it up to you. Best wishes, The Gousto Team - Kai

Posted 4 years ago

“I've now cancelled account due to their ineptitude at managing my account. I’ve been a customer for longer that 18 months and loved the quality and convince of the recipes. Although I’ve notice a slip in quality I was sticking with it as in the past I’d been really happy with my boxes. Over the Christmas period I cancelled my deliveries as the boxes didn’t suit us drinking the holidays. To my dismay some fool schedule a pending delivery on the 25th Dec and 1st of January locking up nearly £100 of my food shopping budget over the holiday period. Customer care did not give two shits to my complaint and eventually on the 2nd January void the pending fictitious orders but left it lock on my bank account till 8th Jan!! On the 8th of Jan I raised another complaint about this has been handled and informed them to close my account and will not be hating further deliveries due to the combative and argumentative the way they have handled my enquiry. On the 9th Jan I check my back to seen payments had cleared only to find they had raised another pending order for the 8th of Jan locking up another £47.75 on my back account for another week. To say I’m exasperated is an understatement. Gousto used to handle issues with professionalism and respect but not any more it seems. Bye Gousto Bye. Never again!!”

Helpful Report

Posted 4 years ago

“I believe they are taking on more custom than they can deal with. Last week I received no recipe cards this week I have had my order delayed twice, it should have arrived on Mon 11/1/21 but will now arrive Wednesday 13/1/21 which is great as I have ordered 4 x meals and all of them are supposed to be eaten by Friday 15/1/21. Also I had a late email (again) to tell me that one of the ingredients ( the mint sauce for the minty lamb) would be missing. Very poor service and when you ring they don’t really want to know.”

Helpful Report

Posted 4 years ago

Gousto is rated 2.4 based on 731 reviews