Gousto Reviews

Name: Gousto
Rating: 2.51

2.5 Rating 682 Reviews

34 %

of reviewers recommend Gousto

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2.5

Based on 682 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

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“The first box I ordered from Gusto a couple of weeks ago I was very, very impressed. However, the box I have just received there where a few packets where opened and a packet of chicken absolutely stunk like it was off and looked brown. The date on the pack was well in date.”

Helpful Report

Posted 3 years ago

Hi there, thanks for taking the time to share your feedback. I'm truly sorry to hear of the issues with your recent 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 Best wishes, Winnie - The Gousto Team

Posted 3 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 3 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 3 years ago

“LOVE LOVE LOVE!!!!! Meals are easy to make with step by step instructions. Ingredients are packaged as fresh for the fridge and small ingredient bags for every recipe. I am eating far more healthy food, with great tastes and haven’t found anything a challenge to cook. And what I make actually looks like the picture cards!!!! Cannot recommend enough. Gousto delivery day is the highlight of my week”

Helpful Report

Posted 3 years ago

Hi Lynn, thank you for taking the time to share your experience. It's so wonderful to hear you're enjoying making Gousto recipes and loving the meals. Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Very happy . Good quality ingredients and good recipes.”

Helpful Report

Posted 3 years ago

Hi Anthony, thank you for taking the time to share your feedback. I'm super excited to hear of your enjoyment with your Gousto recipes. Best wishes, Winnie - The Gousto Team

Posted 3 years ago

“Not enough potatoes for both recipes (said we needed 6, only 5 in box)”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry to hear that you had missing potatoes in your box. This is not the level of service we want to provide to our customers. 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

“We’ve been getting gustos since last September and it started out really well, but in the last couple of months it’s gone down hill significantly. We used to get the boxes around lunch time every Monday but now we have delivery men calling at 9/10pm which is crazy. We also consistently have missing ingredients, at the moment we seem to be having to contact customer services every week because of missing key ingredients. Not sure how much longer we’ll be using this service sadly.”

Helpful Report

Posted 3 years ago

Hi Olivia, I really appreciate you taking the time to let us know about your experience with us. I am sorry that you've had items missing from your last few orders, this is something we're very aware of, and are doing absolutely everything in our power to get in front of and prevent from reoccurring. It seems our newest factory has had some issues as we have increased it's capacity to keep up with our effort to feed the nation during the pandemic, but as the error rate continue to drop we are sure that we'll be back to the level of service you're used to in no time. As for the deliveries arriving so late, I cannot apologise enough for this and would really like to look into it further for you. Please get in touch with us through http://www.gousto.co.uk/help And mention my name. Best wishes, Jodie - The Gousto Team

Posted 3 years ago

“The recipes are great in the main. Really easy to follow and very tasty. The main complaint is that on a weekly basis there is always something missing out of the ingredients box which makes it very difficult to make some of the dishes especially when it’s tortillas which are supposed to be used to make enchiladas! Not very happy and escalated this weekly to the company”

Helpful Report

Posted 3 years ago

Hi There, Thanks so much for taking the time to tell us about your experience. I'm so glad you have enjoyed your recipes for the most part. I completely understand your frustration with the missing ingredients recently. This is something we are very aware of and are doing everything in our power to get in front of and prevent from happening going forward. The issues seem to mostly stem from the opening of our newest factory, as we have increased it's capacity in our efforts to feed the nation during the global pandemic. We are monitoring this very closely and continually see the error rate dropping, therefore we are positive that we will be back to our usual high standards very soon and appreciate you bearing with us during this difficult time. Best wishes, Jodie - The Gousto Team

Posted 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

“Recipes are poorly laid out and difficult to follow. Recipes advertise a cooking time such as 15/20/30 minutes but in practice it is impossible to cook them in the advertised time. I have literally had a recipe card which indicates a cooking time of 15 minutes on the front of the card but the steps themselves add up to 18 minutes.”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry to hear that you have found our recipes difficult to follow. In regards to the cooking time, this is more of a guide as there are a variety of factors that could prolong the cooking time. I would be keen to find out more about what makes our recipe cards difficult to follow and what we can do to improve this. Please get in touch with us through http://www.gousto.co.uk/help. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“My Fiirst order after moving from Mindful Chef (because MC don't have veggie meals, only vegan and we were missing our cheese). Was disappointed that one of our 4 meals had 2 main ingredients partly missing/mouldy - pasta bake minus half the pasta, and a mouldy red onion. Was emailed day before saying 2 other ingredients were going to be missing/replaced only to find them in there, but got to go shopping for a single onion(!) and although I can put my own pasta in, it won't be the same as the large-sized fancy pasta that I received a half portion of which looks nicer. I've been given a £3.00 credit off my next order whereas I'd rather have the missing ingredients posted to me, also £1.50 credit for the 2 ingredients they said would be missing but weren't. Also just for info - Mindful Chef comes with each meal in its own large separate recyclable brown paper bag, whereas Gusto has paper bags but they only contain the sauces & sachets, so you have to spend 15mins sorting out the massive pile of ingredients into separate piles for each meal. I'd prefer each meal in a separate paper bag as same amount of packaging but more convenient and convenience is what we're buying these for.”

Helpful Report

Posted 3 years ago

Hi Sue, Thank you for taking the time to leave your feedback. I can't apologise enough for the disruption you've had with your Gousto box! This is not the kind of service that we aim to provide. I can assure you that our team will be looking into this thoroughly. We issue credit in hopes that you are able to replace the affected ingredients as at the moment we don't have the replacement facilities to send out the missing ingredients. I do apologise for any inconvenience caused. I will also get this feedback passed onto our team about packaging our ingredients differently. Best wishes, Klaidas - The Gousto Team

Posted 3 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 3 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 3 years ago

“I've used Gousto for a few years now but since lockdown I don't think I've had a single box that hasn't had missing ingredients. In fact this last box arrived with 3 missing ingredients and the "cool box" had totally turned to mush and everything was warm, despite me being home for it's delivery. Sad to say that I'm now going to swap to Hello Fresh. Gousto.....what the hell has happened to your once good service?”

Helpful Report

Posted 3 years ago

Hi Anna, Thank you for taking the time to leave your feedback. I’m sorry to hear that you have experienced some issues with your last few orders, as this is definitely not the kind of service we aim to provide. We're taking our responsibility seriously to feed as many families as possible during this time. We 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. I would also like to add that we do everything we can to ensure that our Gousto boxes are temperature controlled throughout the entire process and as some of your ingredients arrived warm. I would like to take a further look into this as this is unacceptable. Please get in touch with us through http://www.gousto.co.uk/help and mention my name ‘Jodie’. I will then be able to take a further look. Best wishes, Jodie - The Gousto Team

Posted 3 years ago

“We have been loyal customers of Goustos for years, never missing a weekly delivery apart from when lockdown started and you couldn’t get a delivery for love nor money. We still received constant emails telling us we could start booking a one off delivery so we started again and we can not believe what has happened to the recipes! Our last 5 boxes have been atrocious, we actually have a bet on how many emails I will receive before the delivery and don’t get me started on the quality of the ingredients, one of the meals we ordered contained chips and both potatoes sent through were the size of a large egg. It makes me very sad to see what has happened to the company but reading the reviews, it appears we are not alone. Please sort things out Gousto whilst you still have customers.”

Helpful Report

Posted 3 years ago

Hi There, Thanks so much for taking the time to share your experience with us so far. I can’t apologise enough for the issues you've experienced in your recent boxes, As you know from your years as a loyal customer, this is not the level of service we aim The restrictions by the pandemic alongside BREXIT have taken a slight toll on us, but rest assured that the whole team are doing absolutely everything we can to get in front of these problems, and prevent them from happening in future. We’re doing everything we can to overcome these challenges and we really appreciate your patience. Best wishes Jodie - The Gousto Team.

Posted 3 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 3 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 3 years ago

“Gousto is slightly more expensive than another meal box that we usually get, but so far I can see why. I am riding the discount wave at the moment; I shall see if I pay the extra when that ends. I struggle with paying extra unless it is truly worth it...as at heart, I am constantly trying to pinch the pennies with five kids and 2 adults in the house. Another massive positive re Gousto is the choice. Absolutely phenomenal! No rivals in that dept!”

Helpful Report

Posted 3 years ago

Hi Sarah, Thank you for taking the time to share your feedback. I'm glad to hear that you are enjoying our service and the range selection that we offer each week. We do try to keep our prices as low as possible and I will definitely pass your feedback on to the relevant team. We do hope to continue on this journey with you. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

Gousto is rated 2.5 based on 682 reviews