Name: Gousto
Rating: 2.52

“Just had our Gusto box of four delivered, seal broken and a bag of olives eaten (empty bag left in box). Can have a refund but no compensation. Have to go out now shopping to buy four days of meals .. very annoying and disappointing.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. I can't apologise enough for the experience that you have had with your delivery! This is definitely not how we expect our boxes to be delivered and I can assure you that our team will be investigating this thoroughly. I would like to take a further look into this for you. If you could please get in touch with us through http://www.gousto.co.uk/help and mention my name. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“I have really enjoyed the majority of meals but we have missing ingredients pretty much every week and it's getting to the point where we are going to stop using the service.”

Helpful Report

Posted 3 years ago

Hi Jo, 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 . 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, Lottie - The Gousto Team

Posted 3 years ago

“Third time missing ingredients. Have brought it to the attention of customer service each occasion. A credit is never ever enough when like this evening I wanted to prepare a meal for my wife who’s been at hospital all day caring for her elderly mother . Expanding the Gousto business beyond their capabilities. We’ve been regular customers throughout lockdown. There are others out there that will appreciate our weekly business.”

Helpful Report

Posted 3 years ago

Hi Davies, 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. 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

“Constant issues with customer service and quality control. Emailing weekly due to missing ingredients, arguing with customer service because they think it’s acceptable to not offer any compensation on a completely damaged box but to contact their couriers first. The box is still damaged and the ingredients potentially tampered with but Gousto’s main priority is investigating it and not trying to resolve the issue at hand. This happens on an extremely regular basis and has been happening since before Xmas. I’ve been a long time customer with Gousto now and frankly I keep asking myself why I’m still with them. The recipe cards are clearly made by different teams/people as they’re so inconsistent with when to cook or how to cook ingredients. All in all it’s completely downhill for this company and they’ve got a lot of work to get it back to something respectable and by the looks of things they need to do it quickly as there’s a lot of customers here with the same issue. Disappointed and expect the same response from the company making empty apologies and no real improvements being made. Oh well.”

Helpful Report

Posted 3 years ago

Hi there, Thanks for sharing your thoughts with us, sorry to hear you've had a disappointing experience. We've been making some big changes to ensure that issues like missing ingredients don't slip past us again as we totally appreciate how frustrating and inconvenient these can be. Sorry to hear you received a damaged box. Sometimes, if it's not totally clear to us how this may have happened, we may need to investigate this with our courier. This is so we can get to the bottom of exactly what happened and can ensure you receive the explanation and compensation you deserve. Understanding exactly what went wrong also supports us in knowing how best to work with the courier to make sure that doesn't happen again. Our recipe cards are all lovingly curated and designed by our incredible in-house chef's. If you have any feedback on or have noticed any errors with any particular recipes, please let us know so we can check this out right away. Once again, we really appreciate you taking the time to share this feedback with us. Best wishes, Emma - The Gousto Team

Posted 3 years ago

“First pack was great. I'm new to Guosto and I have several companies so finding time for a shop is almost impossible with my hours. I've tried KBK which was good but the meat quality was poor, it's double the cost of Guosto. I'm on my fourth box at the moment, boxes 2 and 3 were really frustrating. I can see from other reviews that I am not the only person suffering from missing ingredients and meat/veg going off within a few days. I even have my fridge on the coldest setting with a boost and its almost icey in the back. The veg is still going off and the meat will start to stink within 2 days of the box arriving. Veg generally starts to wilt within 2 days if it's not already dying with the box. The have packed bags of leaf based veggies which don't do so well as they sweat within the bag too, so if you open the bag while in the fridge it will last longer. The missing ingredients have occured in almost every meal ordered, and it's normally fine to miss a lime or something small, but its really crucial ingredients like cornflour for thickening the sauces for meals which makes you end up with some watery crap, even if you cook the water down. On one occasion I had so many missing ingredients that I had to take them from another meal plan, which left me with an incomplete meal at the end of the week which was binned basically. I'll keep trying it out for a few more weeks and see what happens, but my guess is that the veg is bought from other companies that need to scrap their produce and same with the meat, getting discounts on consumables which are about to go off. It's a risky business, only takes one instance of meat to go back to get someone really sick or worse.. potentially fatal. This is what concerns me the most so I don't order any chicken from Gousto. Taste: Always great to be honest, sometimes it's good to add an extra onion or salt, but the meals do taste very good.”

Helpful Report

Posted 3 years ago

Hi Arnie, thanks for taking the time to share your feedback. I’m so glad you find the recipes tasty. We’re deeply sorry you haven’t received the same level of service recently. We appreciate how frustrating this has been for you. I can’t apologise enough for the disruption you’ve had to your Gousto boxes. it’s certainly not the standard of service we wish to provide, or the first impression we want to make. Please know this is not our usual level of service. We’re doing everything we can to overcome these challenges, and we really appreciate your support. Thank you for giving us another chance. 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

“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

“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

“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

“When they work well the food is good & fresh, and there is a good choice of recipes. Unfortunately as soon as something goes wrong e.g. missing box of food or missing item, then they are hopeless, no communication, unavailable on the phone and worst of all, unapologetic.”

Helpful Report

Posted 3 years ago

Hi James, thank you for taking the time to share your experience. I’m really sorry about all the problems you’ve had with your deliveries recently. I don’t want to make excuses for the unsatisfactory response you’ve received (this feedback will absolutely be passed on). 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. My apologies once again. 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

“Had some good meals but unfortunately 75% of the time ingredients were missing”

Helpful Report

Posted 3 years ago

“Been with them for 5 years, used to be really good but now their service has gone downhill. Boxes dont arrive, ingredients missing or wrong and customer service no longer great like it used to be. I'm glad I left.”

Helpful Report

Posted 3 years ago

“Great recipes, good quality ingredients, easy cooking, big portions. All the above is amazing. For roughly one year the Mondays (our gousto delivery day) have been something we waited for excitedly. As of late, however, Mondays became more of a dreadful experience, never knowing if you will receive all the ingredients you paid for and whether you'll be able to cook all the meals or not. We are strongly considering to swap providers as we are getting tired of paying to be disappointed.”

Helpful Report

Posted 3 years ago

“I decided to give Gousto a try with the current situation so that i didn't need to go out shopping as everything is meant to be included in the box. This was not the case, First box was missing some of the recipe cards and about 8 food items when contacted said they was sorry and originally offered a 1.50 refund for items that would cost more than that and would mean i had to go out to get them which defeated the whole point in the box in the first place and they said the recipe card could be read online which wasnt useful as i struggle with reading from a small screen even with my glasses on. decided it was probably just a mix up and hoped next weeks would be better. which it wasnt. again items missing no recipe cards except one and produce wasnt good quality at all. contacted asked them to come and collect the box, cancel my order and refund, was offered £10 and told to print the recipes off. no printer and difficult to get things printed in the covid 19 situation. requested a call back from a manager. next week another box arrived. emailed to tell them this was meant to have been cancelled and shouldnt have received it and still no callback or refund. then today recieved another email to say they have ordered another 4 recipes so i called straight away and after 2 lengthy phonecalls was offered a partial refund. 2 recipes we cant eat as they include fish and one of us have a fish allergy. customer service is shocking all they seem interested in is taking your money. extremely disappointed as the recipes looked great online. there excuse is its very busy and they are struggling to get good quality produce. Surely if thats the case then stop taking orders you cant fulfil. WOULD NOT RECOMMEND TO ANYONE UNLESS YOU LIKE POOR QUALITY VEG AND STILL NO RECIPE CARDS”

Helpful Report

Posted 3 years ago

Hi there, Thank you for taking the time to leave your feedback. From reading about your experience with us, I cannot apologise enough for the issues that you have experienced and I can assure you that this is not the kind of service that we aim to provide. We are able to send out hard copies of your recipe cards to you via post if you have not received and it is unclear as to why they were not sent out. I do apologise for this. I would like to discuss this further with you and get to the bottom of all of the issues that you have experienced with us and see what we can do to make it up to you. 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. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“Just received our second delivery and, for the second time, important ingredients are missing. We reported the first omissions to Gousto but received no reply. We will give them one more chance and then cancel. NOT IMPRESSED GOUSTO!”

Helpful Report

Posted 3 years ago

“I was a big advocate of Gousto in the past however I was going to restart my subscription and use a voucher they had sent me, but the voucher did not work, several times. I emailed and heard nothing back. Then I received another voucher and tried use it to no avail. After a long search I found the customer service number on the app. The gentleman I spoke to was dismissive and condescending. He kept repeating the same thing talking to me as if I were stupid whilst not listening to my queries or suggestions. He then said he would end the call at which point I advised him that on the basis of his attitude I would not be placing any orders, nor use any discount codes, nor recommend them to anyone else. Such a shame as the food I used to get was always great but I will not give my money to a company who refuses to acknowledge their errors, or find a solution, and then imply that I was the problem. Thanks but I'll stick with Hello Fresh”

Helpful Report

Posted 3 years ago

“Poor customer service. They blame you for things they miss, including deliveries. No contact to say the delivery has been stopped. Waste of time!”

Helpful Report

Posted 3 years ago

“I have been getting Gousto for years now and have generally liked the convenience, variety and quality of meals. Having read the reviews on here I agree that standards are slipping. Food has a very short use by date and I have had rancid chicken a couple of times. The herbs, particularly coriander and basil are often unusable if you leave them a couple of days. I also have concerns over the amount of packaging. Today my box didn't even arrive, not for the first time. I was concerned when I didn't receive a text giving me a delivery time. We are self isolating at the moment and were completed reliant on the box. I phoned and was offered a refund and 20% off my next box. Not really what I wanted. I was asked if I needed another box this week and was offered a Friday delivery as the first they could manage. ( it is Monday today). No good! I have since looked up the courier info and according to that the box never arrived at the depot. My conclusions are that Gousto are a victim of their own success and cannot keep up with orders so are unable to meet their commitments.”

Helpful Report

Posted 3 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