Gousto Reviews

Name: Gousto
Rating: 2.44

2.4 Rating 727 Reviews

33 %

of reviewers recommend Gousto

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2.4

Based on 727 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

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

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Posted 4 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 or damaged/out-of-date/poor quality ingredients.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...”

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Posted 4 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“Almost every box something has been missing, off, out of date or substituted for something else This weeks box Got email recipe card wont be in it.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???”

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Posted 4 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.”

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Posted 4 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 4 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 4 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 4 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.”

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Posted 4 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 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 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

“We've recently moved over to gousto from hello fresh as we fancied a change. I'm very disappointed. I was pretty I'll last week. Had the doctors say its possible food poisoning. No idea where from or why but after tonight maybe a good idea. Tonight as I began to prepare a meal opened up the chicken to prep and was met by an awful stench which then made me and my wife wrench it was so bad (chicken still in date) . Our boxes have been un organised and what looks like to be is thrown together. Our previous boxes from the hello fresh was well organised and each meal with all ingredients in one bag and produced fresh. Unlike guosto with produce been in poor condition. We have only tried this for a few weeks thought this may improve but after reading reviews and tonight we will be moving back. People don't waste your money on this disappointing company there are better competitors out there doing a better job.”

Helpful Report

Posted 4 years ago

“No delivery so no dinner for the evening. Although they have given a refund which is appreciated, they have and will not not be delivering the ordered meal. It was the food I wanted, not the refund. If I had not raised the issue, the company wouldn’t have even realised my meal wasn’t delivered. Reading the comments here I can see this is something that other customers have also experienced. I won’t be ordering from Gousto again.”

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Posted 4 years ago

“Regularly had missing ingredients which ruined an entire recipe. A small credit applied for the cost of the ingredient, very poor response from customer care. Should be renamed as customer no care”

Helpful Report

Posted 4 years ago

Hi there, We are so sorry to hear this! This is definitely not the kind of service that we aim to provide. We would like to take a further look into this for you! If you could please get in touch with us through the Help Centre on our page, with some further information about your experience with us, we will then be able to investigate this further. Best wishes - The Gousto Team - Kai

Posted 4 years ago

“Some of the ingredients weren't included in the delivery as I was expected to have them in already. I also did't have the correct cooking utensils as I had no idea what I needed until I was starting to cook! Might work for some but its not for me”

Helpful Report

Posted 4 years ago

“I order 4 days meals for my family, I didn’t do any food shopping as I knew we would have 4 days of teas and on a tight budget at the moment, Iv waited all day and it’s not arrived. Iv phoned up to be told there sorry they didn’t put an order together for me but can credit my Account. I explained we have no food as we was waiting for the box only to be told there’s nothing they can do, I asked if it could come tomorrow and they said no we don’t have the facility to do that. I explained that me and my children have no food and no money as we used the last bit of money to buy the 4 meals at an offer of 50% off which was a great help at this difficult time yet it’s not come, she said she will refund my account it will take 5 working day, I explained we have no food snd no money so need it sooner and was told there is nothing they could do, there was no manager to speak to and no further help for me. Absolutely disgusting I hope no other family have to go through what we are going through”

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Posted 4 years ago

“They changed my delivery day 3 days before due to arrive and this was very inconvenient saying they have too many boxes to deliver that day and totally unable to change even to the day after - I've cancelled my subscription”

Helpful Report

Posted 4 years ago

“Missing ingredients and/or recipe cards every week. Deliveries turn up late in to the evening (so you won't have any food for that day's dinner). Ingredients often going off far too quickly.”

Helpful Report

Posted 4 years ago

Hi Simon, Thank you for taking the time to share your feedback with us! We are really sorry to hear that you have had various issues with missing items within your orders. We would like to look into this for you! If you could get in touch with us via the Help Centre on our page with some further information to this we will be able to look into this for you. Best wishes - The Gousto Team - Kai

Posted 4 years ago

“Been with Gusto for a long time now and have had several issues along the way, usually these get sorted by a small refund but this doesn’t change the fact you still have to go to the shop to buy the missing ingredient or don’t bother with it at all rendering the recipe useless. Last week we received no box at all with no explanation and despite 2 emails to customer services we have had no reply although we did receive a refund of the box, this doesn’t change the fact you then have to make alternative arrangements for the whole week. As a company if you can’t cope with the customer base you already have you should not consider taking on new clients as you will start to lose once loyal clients through extremely poor service. We are now registered with another provider.”

Helpful Report

Posted 4 years ago

Gousto is rated 2.4 based on 727 reviews