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Gousto Reviews

2.4 Rating 731 Reviews
32 %
of reviewers recommend Gousto
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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Gousto 1 star review on 20th May 2024
Lee
Gousto 1 star review on 3rd March 2024
Vanesa Verna
Gousto 1 star review on 3rd March 2024
Vanesa Verna
Gousto 1 star review on 3rd March 2024
Vanesa Verna
Gousto 1 star review on 3rd March 2024
Vanesa Verna
Gousto 1 star review on 3rd March 2024
Vanesa Verna
Gousto 1 star review on 19th November 2022
Anonymous
12
Anonymous
Anonymous  // 01/01/2019
I have used Gousto for approx 18 months which has been useful during the lockdown. You pay a premium price for food being delivered to your door but we thought it was a way of providing meals whilst we were shielding. Recently our boxes have failed to arrive on 2 occasions. When you try to sort this you are invited to a 'Chat' box. The chat box is obviously overseas, as is the telephone number available. It is so frustrating when they say that they have compensated you for the non arrival - when in truth all they do is credit the cost of the box to your Gousto account so that you are in a position to use them again. Customer service is poor, and a service which thrives on being 'convenient' is not worth the extra cost of the food in the boxes if you can not rely on it.
Helpful Report
Posted 4 years ago
Hi , many thanks for taking the time to share your experience with Gousto. I would like to offer our deepest apologies for the trouble you had to experience with your recent Gousto box delivery. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our customers satisfaction. I would like share this feedback with our depot team, so they can further look into this. 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, Fadumo - The Gousto Team
Posted 4 years ago
I've been using Gusto for about 18mths and almost weekly. We had a few chicken issues but it was mostly ok. Delivery v good in our area. However, it's become more and more frequent that the quality of ingredients is awful. Spring onions, garlic or cooking onions are normally way past their use but today was the worse..it started with the wrong bits and bobs pack sent for one of the meals but then went to fridge to make one of the other meals to find my lower shelf with 6 packs of Gusto chicken full (I mean dripping on the floor ) of meat juices!! They have said they will replace the bits and bobs pack and one of the chicken packs .. yesterday my fridge smelt awful and I thought it was salad that looked a bit sad so threw it all..today still a bad smell and its the Gusto chicken! We found a small pin hole in one pack but I can't use the other 5 as there is still a bad smell and the amount of juice in the fridge leads us to believe that more packs will have holes so Im not risking salmonella.. if the packs smell bad that's good enough for me. I tried to live chat the above info and three times live chat ended abruptly and at the last chat they were not refunding me the whole box so I've lost 32.00!! So I'm done.. bad quality food with things missing and not to mention the portion sizes which are not enough for 4 adults along with 5 packs of meat being thrown way I'm 38.00 out of pocket
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 poor experience that you've had recently. I can assure you that these issues will be investigated thoroughly by our team and they will do everything that they can to ensure that this never happens again. I would also like to apologise for the chat ending abruptly as this should not happen. I would like to take a further look into this for you, 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’ and select ‘Trustpilot/Google Review’ from the dropdown. In the email could you please mention my name. Best wishes, Klaidas - The Gousto Team
Posted 4 years ago
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 4 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
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
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
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
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
Was a real fan of Gousto but had issues over the past 4 weeks. Poor ingredients or missing ingredients and even missing bags. This is because of a new depot and I understand there are teething issues but it’s been 4 weeks now. Really not good.
Helpful Report
Posted 4 years ago
Hi there, 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. You're so right about the new opening of our new factory. 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
Recently started using Gousto and I have been having issues with nearly every order. Missing ingredients Late deliveries Unable to add a meal to an order without removing existing meals what then became unavailable. Contacted support and the answer was essentially computer says no!
Helpful Report
Posted 4 years ago
Hi Sam, first of all thank you for taking the time to share your experience. I can’t apologise enough for the disruption you’ve had to your Gousto boxes. This is not our usual level of service. We’re doing everything we can to overcome these challenges, and we really appreciate your patience. 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
I’ve had gusto for a few months now, and ever since I started the subscription I’ve had missing ingredients. One box even had missing ingredients for all 3 meals! The customer service is rude and very terrible, if you don’t select your meals in time they will automatically charge you the highest price and send you 4 meals you don’t even want. If you ask for a refund they will say you are past a ‘cut off period’. And flat out refuse, which is so great for a person who works part time in a coffee shop and is trying to start her own business (I don’t have much money and this has happened twice now).
Helpful Report
Posted 4 years ago
Hi there, I’m really sorry your first experience with us has been so disappointing. We’re working with our factory team at the moment to investigate the system error, so we can make sure this doesn’t happen again. We 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. Thank you for 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
Used to have a great experience with Gousto and but it’s been a shambles for the last 3 months with most of our weekly delivery missing ingredients. I think we’ve only had 2 boxes that have been correct since before Christmas. Will be cancelling our subscription as keen to explore other food boxes now as it’s beyond frustrating
Helpful Report
Posted 4 years ago
Hi Philippa, Thank you for taking the time to leave your feedback. I can't apologise enough for the disruption that you've had with your Gousto boxes. As you know from being a loyal customer, this is not the usual level of service that we aim to provide. We're doing everything we can to overcome these challenges and we really appreciate your patience. If you could get in touch with us through http://www.gousto.co.uk/help and mention 'Review' and my name, I will then be able to take a further look into this for you. Best wishes, Klaidas - The Gousto Team
Posted 4 years ago
I have been a Gousto customer for a long time. A box a week. Never had any problems. In the last month I’ve had ingredients missing from most boxes. Today no box. Promised by customer services at lunchtime it was definitely coming. Promised by customer services twice this afternoon they would get back to me in 15 mins. Finally reached out through Twitter at 19:50 to be told no it wasn’t coming and have £10 off your next box. They just seem to think that throwing miserly credits at unhappy customers equals good service. I wonder if wonderboy Timo is proud of how his company is going down the pan?
Helpful Report
Posted 4 years ago
Hi there, I’m so sorry to hear you've had issues with missing ingredients and that your delivery didn't arrive. I assure you we take missing Gousto boxes very seriously. We work closely with our couriers to investigate all delivery issues and do all we can to make sure your boxes arrive safely as we appreciate how inconvenient a missing box can be. I'm sorry to hear about the level of care you've received from our customer care team, that's really disappointing. We'd really like to look into this and try to make it up to you if you could please click ‘Get in touch’ on Gousto.co.uk/Help and select ‘Trustpilot/Reviews’ from the drop-down menu. My apologies again for this disappointment experience. Best wishes, Emma - The Gousto Team
Posted 4 years ago
Poor operations management, either my order doesn’t arrive or I have ingredients missing on a weekly basis! Unreliable service considering the price !
Helpful Report
Posted 4 years ago
Hi Aj, I'm so sorry to hear that you have experienced some issues with your orders recently, this is certainly not the kind of service that we aim to provide. We're taking our responsibility seriously to feed as many families as possible during this time. We've recently have opened a new factory to help us progress with our mission but despite our best efforts, we've experienced some teething issues while getting things up and running. Please know that this is temporary and we're doing everything we can to deliver our usual level of service. We really appreciate your patience. Best wishes, Klaidas - The Gousto Team
Posted 4 years ago
I started using Gousto about 5 years ago, and was a very happy and satisfied customer until things went rapidly downhill in the last year. It began with the occasional box missing the odd ingredient or two. These days you are lucky if you can make any of the recipes you select as you can pretty much guarantee a key ingredient will be missing. And when you contact customer service they always give you the same tired response; ‘oh we are sorry for the inconvenience and we will feed it back to our warehouse depot to make sure it doesn’t happen again’. Except it’s happened almost every week for the last 2 months for me now. And so my patience has run out and I’ve requested they delete my account. Such a shame for a company that was once brilliant at what it did.
Helpful Report
Posted 4 years ago
Hi Paul, I can’t apologise enough for the disruption you’ve had to your Gousto boxes. 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, during this difficult time. We like to use the best and freshest ingredients available, and for us this does mean that some are imported from overseas. As you can imagine Brexit has certainly taken its toll us, but our team are working really hard to overcome this. There have also been some teething issues with our newest factory that we are working extremely hard to get in front of and we're positive that we'll be back to our usual level of service that you are used to seeing.. All complaints are taken seriously and reported accordingly, however sometimes certain changes do take time to rectify. I do hope in the near future you're able to give us another try, so that we have a chance to prove what an excellent service we can provide. If you'd like to get in touch to discuss anything further you can reach us via the help page of our website. Best wishes, Jodie - The Gousto Team
Posted 4 years ago
Worst customer service ever. Waited in all day for a parcel I was told was coming via email and tracking. No parcel came. No contact from the company. I then contacted the company via live chat to ask and two people left the conversation before a third finally answered me. With no excuse and no customer service I then asked my account to be deleted. A very bad service.
Helpful Report
Posted 4 years ago
Hi There, Thanks for taking the time to share your experience with us. I can't apologise enough for the disruption you have experienced with your recent delivery. We always aim to keep you informed about the status of your deliveries. If we are informed of any issues from the courier, we do our best to let you know as soon as possible. I would also like to apologise for the poor experience that you have had over live chat, this is unlike us and I will definitely get this feedback passed on to ensure that we are delivering a high level of service. If there is anything you’d like to go into further please get in touch via the help section of the webpage (http://www.gousto.co.uk/help) and mention my name. Best wishes, Jodie - The Gousto Team.
Posted 4 years ago
1st time ordering, said it was out for delivery according to gousto website. Yodel website saying different as it said was waiting for parcel! so it hadnt even been dispatched. bare in mind i ordered 3 weeks in advance! No food now, I ordered as I am isolating so now i have to go to the supermarket tomorrow and tonight have to spend more money on a takeaway!
Helpful Report
Posted 4 years ago
Hi there, I'm so sorry to hear that your first experience with us was so disappointing. This is not the level of service that we wish to provide or the first impression that we would want to make. 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 further for you. Best wishes, Klaidas - The Gousto Team
Posted 4 years ago
The food is good but customer service is shocking. Last weeks order was £37. They have now tried to take the best part of £150 out of my account for that one order. They have voided the ones that are not due but of course they remain as pended on my account. This company clearly can’t be trusted with your financial details, having spoken to them they’ve apologised and said it happens from time to time. Seriously???? They even tried to blame it on my bank. Avoid!!!!!
Helpful Report
Posted 4 years ago
Hi there. Thank you for taking the time to leave your feedback. I can't apologise enough for this and for the inconvenience this has caused. I would also like to apologise for the misinformation as I can assure you that an issue like this is incredibly rare. I would like to get to the bottom of this for you. If you could get in touch with us through http://www.gousto.co.uk/help and mention my name 'Klaidas'. Best wishes, Klaidas - The Gousto Team
Posted 4 years ago
Gousto is rated 2.4 based on 731 reviews