Name: Gousto
Rating: 2.52

“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 2 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 2 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 Some items go out of date in a very short space of time and portion sizes (especially the meat) are pitiful.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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 years ago

“Excellent App, great range of meals and prompt well-packaged delivery. The price seems very reasonable and using Gusto saves so much time. I really enjoy Gusto, I can just dive into cooking without the hassle of finding a recipe, making a list and hunting for special ingredients at the shops - Just brilliant”

Helpful Report

Posted 2 years ago

Hi Rob, Thank you so much for leaving us 5 stars! We're so happy to hear that you're enjoying Gousto, and appreciate you taking the time to share your thoughts and kind comments. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Why do you sell your eggs in individual packing... waste of trees and environment not needed cardboard”

Helpful Report

Posted 2 years ago

Hi Samantha, Thank you for taking the time to leave your feedback. Our eggs are packed individually to ensure that they are protected during transit so there is a very small chance that they will break. The packaging that the eggs do come in is fully recyclable. I will also pass your feedback onto our team to look into this further. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“So it all started great, however, deliveries are often late, meaning you are left with mouldy food. It’s really not worth the subscription!”

Helpful Report

Posted 2 years ago

Hi There, Thank you for your review. I am sorry to hear about your deliveries arriving late and the ingredients being unsatisfactory. I would be happy to look into this issues further for you. 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 for you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“A bit surprised by the reviews on here - we've been using Gousto for a few months and whilst we have had a couple of issues with ingredients, they have rectified them to our satisfaction. The menu is so much more varied and interesting than Hello Fresh (which we have also tried) and the food has been delicious for almost every meal (again, unlike some competitors). A few meals have been a bit small but we often add extra veg if we have it. We have had a couple of boxes with single missing ingredients but were refunded for them (and either didn't use them or had our own replacements), & one box that was left in the courier's car for too long so the meat went bad for one of the meals. We were refunded for the whole meal via the online chat with no issues. My only other gripe is that there are usually a lot of loose items in the box and it takes a little while to sort everything into bags for each recipe, but it's not a huge deal - this is the only thing that Hello Fresh do better. Honestly the food has been delicious, fun and easy to prepare, and we've cooked things we wouldn't have tried prior to using Gousto. Their world food options are great, we haven't even tried any of their 'classics' because there's always something new and interesting to go for. Good mix of meat and veggie options too. We have 4 meals a week, and have yet to have the same meal twice. Personally I highly recommend them.”

Helpful Report

Posted 2 years ago

Hi J Chilton, Thank you for taking the time to write this review. It's really lovely to hear what you enjoy about Gousto and what areas we can improve on such as the packaging of our loose ingredients. All feedback is taken on board and we really appreciate your kind words. Thank you once again, and hope you continue to enjoy Gousto! Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Half way through my second box and the quality of the meat is so poor, chicken breast are about half the size of a standard breast, mince is like the consistency of dog food. Won’t be ordering again.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for your review. We're sorry to hear that the meat products you have received from us have not been satisfactory, as we pride ourselves on delivering the freshest and best quality ingredients to your door. I do apologise for any disappointment. 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, Kylie - Gousto Team

Posted 2 years ago

“Had nearly 20 meals now and everyone has been like if says on the menu ,. I wouldn’t be able to get half the spices in our supermarkets that I get from Gousto . Everything always fresh and most of the veg tastes better than I can buy. Keep up the good work .”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. We're really happy to hear that you have been enjoying our service so much and the variety that we have on offer each week. We hope to continue on this journey with you! Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“Gousto have defrauded me out of £47. I resubscribed to Gousto yesterday 7/7/21, selecting to receive my first box on 18/7/21. Today I received a notification that my box had been chosen by a chef and was arriving 11/7/21. I then went on my app and saw that I was also due for a box to arrive on 12/7/21! I cancelled this box straight away but too late for the 11/7/21 which I am told 'cannot be cancelled'. I never signed up to this box and do not want it. Customer service are refusing to give me my money back.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that this has happened and it sounds like there has been some kind of error which I would like to take a further look into for you. If you could you please go to this link http://www.gousto.co.uk/get-help/contact. You will then be able to get in touch with us via email. Please mention my name and I will then be able to take a further look. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“There are so many negative reviews on here and I really feel the need to say we have always had the most wonderful experience with Gousto. We have never had missing items or mouldy food or poor service. The delivery (usuallly by DPD) is fab and the food always arrives chilled and fresh. The recipes are fantastic and theres always so much choice. We have used other food boxes in the past and they just do not compare to the quality that Gousto provides. Its such a shame to see negative reviews for a company who, in my opinion, absolutey do not deserve it. I really think this is a case of people only reviewing when having a bad experience because we cannot fault them! Would 100% recommend Gousto to anyone - please do not let these reviews put you off.”

Helpful Report

Posted 2 years ago

Hi Ellie thanks for the 5* Review!

Posted 2 years ago

“Very poor customer relations, after taking in one of your boxes for a neighbour who failed to collect it, and one of them became very verbally abusive when I asked for the box to be removed from my home, I telephoned customer services on two occasions to ask for the box to be uplifted, on both occasions I was told to dispose of it, but I said that I didn't wish to do that as I could be accused of witholding the box and also I had several health issues and was concerned that as the box had been in my home by now for four days I thought that the contents may be starting to decompose raising environmental health issues. The last services adviser I spoke to was adamant that their couriers only deliver, they do not collect or return. be sure that you don't need to return anything.....it won't happen. This is an edited version of what I really think.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had to endure verbal abuse from one of your neighbours when you have asked for their box to be removed off your property as well as the courier not being able to retrieve the box. The courier would be able to retrieve the order on the day of the delivery, however, they would not be able to do this after the day of the delivery. If you could please dispose of the contents as it does contain fresh food. I would also like to assure you that you will not be accused of withholding the box. My sincerest apologies for this and for the inconvenience caused. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“Outragreous I have tried to cancel my subscription on their app which does not allow you to progress beyond choosing that option. I have gone back in several times just in case it was a one off issue with their app, but no it doesn’t even offer up the help on the app; very suspicious that anything to do with cancelling is not available. I have emailed several times over a period of months to ask them to confirm the total cancellation not even to just pause and in the meantime I have to keep skipping the deliveries to avoid further orders I don’t want . They NEVER acknowledge ; disgraceful. Other competitors are so superior to this in every way, not just the customer service but also the freshness of the ingredients. How do these businesses survive behaving like this ? Astonishing.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've experienced some issued with stopping your subscription. I would like to take a further look into this for you and get to the bottom of this. 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’ and mention my name, I will then be able to look into this for you, Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“What a disappointment your customer service team are. I've got moldy food and you won't refund the cost of my meal, only the cost of the item which is moldy. You've lost another customer, but that doesn't appear to concern you. I shall be putting a claim in with PayPal against you.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you have received an ingredient that is mouldy. We do issue credit for the affected ingredient in hopes that you are able to replace the affected ingredient and still be able to make and enjoy the recipe. On the occasion that you were not able to replace the affected ingredient, please do let us know and we will be able to review 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’ and mention my name, I will then be able to take a further look. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“I have contacted customer service 3 times now that money been taken from my account, they have said it’a only pre auth for what? Not sure…I have canceled my subscribtion still got charged. Customer service only says they will do and they will solve the issue, I have loged in online, and nothing has been done.”

Helpful Report

Posted 2 years ago

Hi Vio, Thank you for taking the time to leave your feedback. I'm really sorry to hear that this is the case, usually, the pre-authorisation is voided automatically and if this has not happened we are able to void this manually from our end. 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’ and then mention my name. I will then be able to investigate this further for you. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“I checked the tracking at 5pm and the deliver driver was in Downham (fair enough), its now half 7 and having gone round bromley and my house is now back in Downham. I think the food is great, but the deliver is very very poor. I have called three times and twice an American man was very helpful but a lady put the phone straight down on me. Chicken has now been in trainset for over 12 hours.. concerning to say the least.”

Helpful Report

Posted 2 years ago

Hi Hannah, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had such a poor experience with our couriers, this is definitely not the standard of service that we from our couriers. I would also like to apologise for one of the agents putting the phone down straight away, this should have not happened and I would like to get this investigated further. I can assure you that as long as the ice packs have not melted and the chicken is still cold alongside the other items in the cool box, the chicken should be completely fine to use. 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, Klaidas - The Gousto Team

Posted 2 years ago

“My last box arrived at 10.30pm at night on an extremely hot day. The box had clearly been sitting in a non-refrigerated courier van all day. I contacted customer services about the late box and said they’d confirm when the box would be with me via email, they never did and then the courier expected me to open my door at 10.30pm at night! Emailed gousto as the meat didn’t feel cold enough and they couldn’t care less if they have food safety issues. In my third email to them I clearly requested details of their complaints procedure and ombudsman details which they have not responded to and that was 3 days ago. I have since paused my subscription given a good company doesn’t want to deal with food safety.”

Helpful Report

Posted 2 years ago

Hi, thank you for your review. I am really sorry to hear that you were not able to use your Gousto box due to the contents being warm. I would like to look into this further for you so we can also raise this issue with our depot team and to work towards preventing this from happening again. Please could you contact us through the help section of your Gousto account/our webpage? and mention my name and that you initially got in touch via reviews. Best wishes, Fadumo- Gousto Team

Posted 2 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