Gousto Reviews

Name: Gousto
Rating: 2.42

2.4 Rating 737 Reviews

32 %

of reviewers recommend Gousto

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2.4

Based on 737 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

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

“Like the other reviews gousto has seriously went downhill over the past 6 months!! The final straw was the fact my box did not even arrive. No contact from gousto to let me know or explain I had to contact them. Annoying under the current circumstances I had to go do a second food shop with my young child to get some meals in the house! No real apologies from gousto they just gave me a free next box which is really just a refund for the box i didn’t receive?? I have now cancelled my account and will never use again! I hope this company goes down the pan soon before it upsets and takes more money from customers.”

Helpful Report

Posted 5 years ago

“Been with Gousto for much of 2020 an the initial experience was good however slowly got worse as the year continued. The situation has culmininated in me closing my account as it has become apparent that after I had suspended my subscription and had no delivery for a few months, I received an email to say I was going to receive an order this week! More worryingly, there was a transaction that was deducted from my credit card (during the non active account period) for an order I did not receive the actual delivery for. Their systems indicates it was delivered i.e. they said I signed for it. When asking for they evidence, they were unwilling to provide it. When contacting customer services I was told there was nothing they could do. I have now deleted my account incl. all personal data... Hope they sort themeselves out but until they do I will be using an alternative service from a competitor....”

Helpful Report

Posted 5 years ago

“In the last few weeks they have lost the plot, shame were once a good company!”

Helpful Report

Posted 5 years ago

“I had been with them for three years. The first year was great - zero issues. In the second year I started experiencing missing ingredients - though not too often. In the third and last year I would be lucky to receive a box that didn't have missing ingredients, 'substituted' ingredients (most of the substitutions were terrible too and were obviously a cost cutting measure - for example, substituting cranberries with raisins - which they claim doesn't affect the dish?!!) or damaged/out-of-date/poor quality ingredients. At first I thought this was an isolated thing, but after talking to friends and checking the internet, it has proven to be universal. I guess their corporate policy is to cut corners to reduce costs and increase year-on-year profits. You can tell they deliberately lowered the quality too, by the change in their compensation system. You used to get human interaction, a fair bit of money as compensation, an investigation as to the failure and an apology. These days it's an automated 'here have £2.00 for us ruining your meal'. In the end I just left. It's far less hassle, less stress and cheaper to go out buy your own fresher ingredients. RIP Gousto - they were once a good company...”

Helpful Report

Posted 5 years ago

“Almost every box something has been missing, off, out of date or substituted for something else This weeks box Got email recipe card wont be in it. Got second email, mushrooms been substituted. Got THIRD email nan bread been substituted. Got FOURTH email...box will be delayed and arrive a day late. Account (a day later) now says box has been delivered. It has not. You took £47 from my bank account three days ago....where is my food???”

Helpful Report

Posted 5 years ago

“Shocking food , missed our delivery 2 weeks in a row , had to go shopping whilst shielding , then send us a load of ingredients that are damaged broken and leaking.”

Helpful Report

Posted 5 years ago

“As some others here have said, the short 'eat by' dates make these 'weekly' boxes useless. 75% of the contents of my boxes had eat by dates within 2 days of arrival! Customer services give a generic canned "we value feedback" type bs response and do nothing. Despite the spin about being fresh, this is really about Gousto getting meat closer to the expiry date cheaper from suppliers and pushing it out in these boxes. Bit of a con to be honest.”

Helpful Report

Posted 5 years ago

“No delivery yesterday and it says delivered on my app, was hoping it would be delivered today but it hasn't. No way to contact them either as phone lines are saying no body is available, not happy”

Helpful Report

Posted 5 years ago

“No new years eve delivery in spite of saying dispatched no phone call and no text to say why now no food for new years eve or day tried calling office but closed have also emailed but just generic we have received your email response really didn't want to have to go to supermarket during pandemic thanks gousto !”

Helpful Report

Posted 5 years ago

“No New Year’s Eve delivery, even though showing as dispatched. Very poor customer service. Thanks Gousto for no food on New Year’s Eve and New Year’s Day.”

Helpful Report

Posted 5 years ago

“I had a message saying it was delivered...but it hasn’t been. So no meals from Gousto over new year....brilliant! I also always seem to get a late delivery slot, between 5pm-7pm and it’s always delivered after 7pm which is really annoying!! Really fed up now and will probably cancel and try hello fresh instead.”

Helpful Report

Posted 5 years ago

Hi there, We are really sorry to hear this! Definitely not the kind of service that we aim to provide. If you could pop us a message through our help centre so that we can take a further look into this for you. Best wishes, The Gousto Team - Kai

Posted 5 years ago

“New Year nightmare! Gusto systems problems have left our family without New Year food! Beware if you changes your delivery address. I wont be ordering any more as a 4 to 5 day refund and no offer of a delivery tomorrow is just not good enough after we had our holiday vacation cancelled!”

Helpful Report

Posted 5 years ago

Hi Nicola, Thank you for taking the time to leave your feedback! I am really sorry to hear that you did not receive your box for New Years! If you could pop us a message through our Help Centre, we will then be able to look into this further. At the moment we are, unfortunately, unable to deliver our boxes the following day, however, our team are working on this and hopefully, this is something that we can do in the near future. Once again, thank you for taking the time to leave your feedback as this allows us to improve our service. Best wishes, The Gousto Team - Kai

Posted 5 years ago

“I was recommended this company by a friend who sang its praises. The first delivery was ok but noticed that the dates on the meat delivered were very short. Cooked most of it and the meals were fine. However, subsequent orders had missing ingredients and the dates were aligned in a way that I would have had to have multiple meals in a day. Spoke to customer service who didn't care at all. They simply said 'Sorry for the inconvenience.' When I explained that this was not a suitable response, they simply stopped communicating. After speaking to my friend, she stated that she had also had the same problem with dates. This company bases its philosophy on providing convenience for its customers, however, this convenience is clearly on their terms. Avoid and go to an alternative provider of food delivery.”

Helpful Report

Posted 5 years ago

Hi Roy, Thank you for taking the time to leave your review as this really does help to improve our service! We do apologise for the short dates for some of the recipes that you have had as well as missing ingredients over the next couple of orders! If you could pop us a message through the Help Centre on our website with some further information about this and your experience with our customer care team, we will be able to investigate this further and hopefully make it up to you! Best wishes, The Gousto Team - Kai

Posted 5 years ago

“Tried the plant based meals for 3 weeks. Not very consistent. Missing ingredients and recipe cards. Their reimbursement for missing ingredients is poor -offering a small amount of money on your next order. Will not use again”

Helpful Report

Posted 5 years ago

Hi there, Thank you for taking the time to leave your feedback! I am so sorry to hear that we were not consistent! I will pass this feedback onto our team to ensure that we can provide the best service possible! Best wishes, The Gousto Team - Kai

Posted 5 years ago

Gousto is rated 2.4 based on 737 reviews